Narriman Lalla

Founded and ran a custom mug and gifts business, managing branding, production and customer service for special events. Built sales channels and handled end-to-end order fulfillment and client communications from 2019–2023.

Provided social media customer support and escalated complex queries, prepared weekly and monthly performance reports, and monitored team targets for a pioneer social support initiative. Coordinated cross-functional escalation to improve response and resolution.

Managed and supported Telkom Online Bill and Eas-eBill products, liaised with programming teams on customer needs and compiled management documentation. Drove product-related process improvements and customer-facing technical support.

Compiled and consolidated weekly and monthly reports for management and external clients, designed databases and ad-hoc reports, and produced trend reporting to inform operational decisions. Monitored quality and productivity metrics to support call centre improvements.

Provided 2nd/3rd tier technical support for ADSL and Telkom Internet customers, performed remote desktop troubleshooting, modem/router setup and escalation management to resolve technical issues. Delivered live chat and follow-up support to improve resolution rates.

Provided executive reporting and management support, managed budgets and quarterly projections, and liaised with technical teams on customer-driven requirements. Compiled management documents and supported process coordination across departments.

Handled customer service inquiries, logged incidents via the IT service desk, processed orders and provided peer training and supervision to improve service delivery. Delivered front-line email and online support to customers.

Prepared legal documents, managed client liaison and call monitoring, and oversaw quality control for motor vehicle accident claims. Maintained operational performance and supported database/reporting requests for the firm.

Grade: Cum Laude

Bachelor of Arts (Cum Laude) with a major in Psychology, completed in 2017.

Completed an HIV/AIDS care and counselling certificate in 2017.

150-hour Advanced Teaching English as a Foreign Language certificate (Certificate No. 66781).

Completed Basic Counselling Skills 1 (May 2017), Basic Counselling Skills 2 (Feb 2019), and Grief Counselling (Apr 2019) at FAMSA Western Cape.

Completed PC Technologies Part 1 and Part 2 courses.

Completed various technical and web qualifications at Telkom between 1996 and 2017, including HTML 4.0 Fundamentals and A+ IT training.

Grade: Distinction in Afrikaans and Mathematics

Completed Matric at Bonteheuwel High School from 1990 to 1994.