Managa Mathelemusa

Experience

• 

  Siyaya phambili technology solution

  Apr 2014 - Jan 2015

  1st line IT Support Technician
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  T-TraC

  Jan 2017 - Oct 2017

  Customer Service IT
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  BCX

  Jan 2018 - Sept 2018

  Quality Analyst

  · To effectively perform quality management measures within the CFC.·Perform quality checks of services rendered.·Effectively interface with Service Desk regarding difficulties/challenges/concerns that occur.· Regular liaison with Service Management to discuss quality concerns.· Execute customer complaints, concerns and escalations.· Frequently communicate the status of quality scores through quality documentation. Ensure Agents, team leaders, shift leaders, supervisors and management receive up to date and Constant information on the progress and challenges of quality.· Work as a team in the CFC to maintain, promote and enforce adherence to· Responsible for the delivery of CFC Quality and Coaching. To lead coach and lead by example· Well-developed knowledge of the CFC Service offerings along with effective communication skills. · Coach the resources required to deliver the contracted services aligned to the CFC through training interventions and quality monitoring/checks. · · Take cognisance of the BCX way of work and how it applies to the CFC Clients.· Understands and complies with client(s) and BCX governance and standards · Assist with organisation Change Management within the CFC· Implement effective Employee Engagement within the CFC. Quality requirements/specifications and standards continuously within the Change Management process, ensuring that all changes submitted are considered for approval via the defined BCX Key Relationships / Stakeholder relationships CFC Management, Supervisor, BCX Competency Centres, Service Delivery Management, Process Owners, End Users, Senior Managers, Executives, Data Centre operations, ITSM Show less

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  BCX

  Sept 2019 - Feb 2021

  Junior Consultant

  · To effectively perform quality management measures within the CFC.·Perform quality checks of services rendered.·Effectively interface with Service Desk regarding difficulties/challenges/concerns that occur.· Regular liaison with Service Management to discuss quality concerns.· Execute customer complaints, concerns and escalations.· Frequently communicate the status of quality scores through quality documentation. Ensure Agents, team leaders, shift leaders, supervisors and management receive up to date and Constant information on the progress and challenges of quality.· Work as a team in the CFC to maintain, promote and enforce adherence to· Responsible for the delivery of CFC Quality and Coaching. To lead coach and lead by example· Well-developed knowledge of the CFC Service offerings along with effective communication skills. · Coach the resources required to deliver the contracted services aligned to the CFC through training interventions and quality monitoring/checks. · · Take cognisance of the BCX way of work and how it applies to the CFC Clients.· Understands and complies with client(s) and BCX governance and standards · Assist with organisation Change Management within the CFC· Implement effective Employee Engagement within the CFC. Quality requirements/specifications and standards continuously within the Change Management process, ensuring that all changes submitted are considered for approval via the defined BCX Key Relationships / Stakeholder relationships CFC Management, Supervisor, BCX Competency Centres, Service Delivery Management, Process Owners, End Users, Senior Managers, Executives, Data Centre operations, ITSM Show less

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  ZILONETIX

  Mar 2021 - now

  Field Services Engineer

  • Assisted with system upgrades, hardware replacements, and software updates to ensure optimal performance.• Built and maintained strong client relationships, meeting IT needs effectively.• Conducted regular inspections, maintenance, and reviews to enhance system efficiency.• Developed and refined IT war room processes for improved effectiveness.