Mmathapelo Makena

Experience

• 

  Gijima

  Mar 2013 - Jul 2015

  Serve as the first point of contact for customers seeking technical assistance over the phone or emailPerform remote troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by customersWalk the customer through the problem-solving processDirect unresolved issues to the next level of support personnelProvide accurate information on IT products or servicesRecord events and problems and their resolution in logsFollow-up and update customer status and informationPass on any feedback or suggestions by customers to the appropriate internal teamIdentify and suggest possible improvements on procedures Show less

  • Helpdesk Technician

    Nov 2013 - Jul 2015

  • Technial Support intern

    Mar 2013 - Oct 2013
• 

  Mobax Group

  Jul 2015 - Mar 2016

  NOC Engineer

  ▪ First point of Contact for all Fibre network related issues▪ FTTH and FTTB support (Configuring of User equipmente.g. Router, DVR for CCTV and Wi-Fi▪ Extenders) on the ONT.▪ Provisioning customers with the required line speed andassist with Home/Small business▪ LAN planning.▪ Incident Management on CRM and In-house Excel Ticketsystem.▪ Provide pre-sales technical / functional support toprospective clients and customer’s while▪ ensuring customer satisfaction with minimal supervision▪ Technical resource for less experienced salesconsultants▪ Consistently and swiftly providing clients with a high levelof strategic input and▪ recommendations for Fibre solutions based on theirspecific requirements Show less

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  Clickatell

  Apr 2016 - Mar 2021

  • Contract hours, shift work environment, including schedule adherence. • Monitoring network and services for events or conditions that require special attention, to avoid degradation of our systems and services performance.• Respond promptly to IT requests and outages. • Single point of contact for technical issues and incidents. • Participate in incident management process and refinement of the process. • Drive service excellence in alignment with ITIL best practices. • Identify opportunities for technical and business efficiencies. • Analyse problems, perform troubleshooting, communicate with second level support and other NOC's as well as track problems through resolution. • Escalate problems to the appropriate personnel or suppliers and track resolution developments until the problem is resolved. • Proactive development of first line support solutions through regular review of ticket details, trend analysis reports and technical expertise, to identify re-occurring issues. • Communicate performance or capacity-related issues to the relevant person when a threshold has been breached. • Provide first line user support. • Monitor all open incidents and follow up on outstanding requests as well as to provide feedback on outstanding requests to users on a regular basis. • Compile handover reports for the next shift. • Attends group and general staff meetings. • Administration. • Prepares status reports and recap emails as necessary Show less

  • Operations Center Engineer

    Apr 2016 - Mar 2021

  • Senior Service Specialist

    Apr 2016 - Mar 2021
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  EXmile

  Jul 2022 - now

  Proposal and Pitch Development: Craft and present tailored proposals, quotes, and pitches to attract new clients and expand opportunities with existing ones.Upselling and Renewals: Identify and act on opportunities for upselling and contract renewals to enhance client engagement and revenue.Primary Contact: Serve as the main point of contact for client accounts, ensuring successful solution delivery and addressing client needs effectively.Client Relationships: Build and sustain strong client relationships, manage complaints, and ensure clients are satisfied and proficient with the services provided.Service Delivery: Oversee the timely delivery and implementation of services, arrange necessary training, and keep clients updated on new offerings and changes.Contract Negotiation: Negotiate contracts and agreements to optimize profitability while managing terms of engagement with clients.Stakeholder Communication: Provide regular updates to stakeholders on account progress, revenue, and client feedback.Account Monitoring: Track account revenue, address at-risk accounts, and develop strategies to retain clients and meet sales targets.Knowledge and Support: Stay informed about products and services, manage tasks and tickets efficiently, and support senior management in crafting sales strategies. Show less *Provide daily support to users by answering questions, analysing problems, and quickly forming solutions to restore equipment to full operational status.*Communicate clearly and effectively with users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.*Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management.*Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information.*Deliver provisional service and support to eXmile customers and/ or partners, including; Edge, Userverse and hurricane.*Using and operating eXmile or any partner’s incident ticketing system.*Ensure that tickets have been created, followed up, with detailed resolution until resolved as per the turnaround times and SLA’s provided by management.*Take ownership of incident, follow up, with internal (Network Technician) or external (contractor) until incident can be resolved.*Provide detailed and accurate communication to client via email and or phone, related to the incident logged.*Escalations of incidents where it can’t be resolved by the TAC agent to the department head. (Network Operational Centre Troubleshooting).*All troubleshooting tasks must be accurately completed in the ticketing system before handing over to the Network Operational Centre. Show less

  • Account Manager

    Feb 2024 - now

  • Technical Assistance Centre Agent

    Jul 2022 - Jan 2024