SANDISA XHASA
Technical Support Specialist
Cape Town
Summary
Dedicated professional prioritizing relationship-building with colleagues and clients. Sets high standards, strives for perfection, and welcomes challenges. Strong work ethic, eager to learn, improve, and assist others. Excellent team player with strong interpersonal skills, prepared for advancement opportunities within the organization.
Overview
17
17
years of professional experience
Work History
Technical Support Agent
Sun Slots Shared Services
08.2019 - Current
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved complex technical issues for better client experience and smoother operations.
- Submitted service tickets for equipment maintenance requests.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Adhered to company policies when addressing client concerns or escalating unresolved issues appropriately.
- Documented support interactions for future reference.
- Improved customer satisfaction by providing timely and efficient technical support to clients.
- Enhanced communication skills through active listening techniques during customer interactions, resulting in more effective problem-solving abilities.
- Handled sensitive customer data securely while troubleshooting account-related problems, maintaining trust between the company and its clients.
- Supported new team members during their onboarding process, sharing best practices and tools for success in the role.
- Implemented an organized ticketing system, improving response time for customer inquiries significantly.
- Assisted colleagues in troubleshooting software and hardware problems, enhancing team productivity.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Configured hardware, devices, and software to set up work stations for employees.
- Managed high call volume efficiently, addressing customer concerns promptly and professionally.
- Conducted remote desktop sessions to assist clients in resolving technical problems swiftly.
Senior Agent Specialist
Capita SA
07.2017 - 05.2018
- Handling customer queries related to mobile phone contracts
- Changing tariff plans
- Adding/removing services such as insurance claims and bolt ons
Senior Associate
Telkom Global Services (WNS)
11.2016 - 07.2017
- Troubleshooting internet, airtime and data issues
- Blacklisting and unblacklisting of sim cards and devices
- Logging cases and escalating priority issues
Loan Specialist
Direct Axis
01.2016 - 09.2016
- Opening of new and repeat applications
- Verifying of documents, chasing, objections, , CCD, discussing of contracts and financials with clients
- Doing NCAA inbound and outbound
- Dealing with secured and unsecured loans
- Promoting embedded products.
Technical Support Agent
Telkom Global Services (WNS)
04.2013 - 12.2015
- Assisting customers setup their ADSL modems, internet, telephone and emails connections.
- Troubleshooting and solving technical problems by offering help desk support to ADSL Telkom customers.
- Logging faults and giving feedback on existing faults logged.
- Escalating existing investigation customer's queries
- Communicating with technicians working on XACT, KMS, UNIBASE, EA TOOL systems.
Debt Review Agent
Global Debt Clear
06.2011 - 12.2012
- Assessing clients' outstanding debt and implementing restructured debt repayment plan.
- Reviewing new applications
Clerk
My Home Furnitures
12.2010 - 04.2011
- Administrative work
- Debt collection
Admin Clerk
City of Cape Town (Head Office)
02.2010 - 10.2010
- Capturing of application forms
- Filing and scanning
- Verification of objections and dealing with customers
Admin Consultant
Truworths (Head Office)
11.2008 - 12.2009
- Debt collecting, crediting and opening of new accounts
- Sales and club recruiting
- Solving account problems
Education
Computer Skills - Call Center management, Inbound & outbound, HR Management
Cornerstone College
National Senior Certificate - Matric
Oscar Mpetha High School
No Degree - Business Admin Services
Primeserve
Cape Town, South Africa 04.2001 -
Skills
Remote support
Telecommunications
Incident reporting
Customer service
Technical issues analysis
Service support
Complaint resolution
Customer service expert
Product knowledge
Issue troubleshooting
Ticket support system management
Technical support
References
- Fadia Hartley, Manager, Capita SA, 062 505 6997
- Mrs M. Daza, Technical Support Manager, Telkom Global Services, 076 921 1642
- Mr. Roger Abrahams, Manager, Direct Axis, 084 069 2101
- Ms. Michelle, Team Leader, Global Debt Clear, 076 992 4948
- Mrs. M. Hankey, Manager, My Home Furnitures, 021 376 7054
- Ms. Claire van der Poll, Director of Housing Debt, City of Cape Town, 021 400 9439
- Mr. Ricardo, Supervisor, Truworths, 021 551 7500
References
- Fadia Hartley, Manager, Capita SA, 062 505 6997
- Mrs M. Daza, Technical Support Manager, Telkom Global Services, 076 921 1642
- Mr. Roger Abrahams, Manager, Direct Axis, 084 069 2101
- Ms. Michelle, Team Leader, Global Debt Clear, 076 992 4948
- Mrs. M. Hankey, Manager, My Home Furnitures, 021 376 7054
- Ms. Claire van der Poll, Director of Housing Debt, City of Cape Town, 021 400 9439
- Mr. Ricardo, Supervisor, Truworths, 021 551 7500
Timeline
Technical Support Agent
Sun Slots Shared Services
08.2019 - Current
Senior Agent Specialist
Capita SA
07.2017 - 05.2018
Senior Associate
Telkom Global Services (WNS)
11.2016 - 07.2017
Loan Specialist
Direct Axis
01.2016 - 09.2016
Technical Support Agent
Telkom Global Services (WNS)
04.2013 - 12.2015
Debt Review Agent
Global Debt Clear
06.2011 - 12.2012
Clerk
My Home Furnitures
12.2010 - 04.2011
Admin Clerk
City of Cape Town (Head Office)
02.2010 - 10.2010
Admin Consultant
Truworths (Head Office)
11.2008 - 12.2009
No Degree - Business Admin Services
Primeserve
04.2001 -
National Senior Certificate - Matric
Oscar Mpetha High School
Computer Skills - Call Center management, Inbound & outbound, HR Management
Cornerstone College
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