Ayanda Mtati

Experience

• 

  The Shoprite Group of Companies

  Feb 2012 - Apr 2013

  General Assistant

  Key responsibilities:- Off-load stock from trucks- Move stock from the storeroom to the display areas- Maintain cleanliness and organization of the sales floor.- Assist customers with product inquiries and purchases. - Ensure accurate pricing and stock inventory management. - Operate cash registers and process transactions efficiently. - Collaborate with team members to achieve sales targets.

• 

  Woolworths

  Dec 2013 - Jan 2014

  Retail Replensisher

  Key responsibilities:- Assist in the timely and efficient break down of loads as they are delivered ensuring that there is not too much stock on the shop floor at one time- Stock, replenish and rotate shelves, racks and bins with goods and products- Receive grocery deliveries, ensuring order and invoice accuracy- Assist in undertaking stock takes- Cleaning duties including the disposal of boxes, cardboard as required

• 

  TFG (The Foschini Group)

  May 2014 - Nov 2015

  Call Centre Respresentative

  Key responsibilities:Telemarketing:- Make product sales to existing customers- Sell a diverse range of TFG publication products to existing customers - Action outbound & adhoc customer service calls effectively, accurately and professionallyNew Accounts:- Accurate data capturing of information from a new account / lay-by application onto in-house systems- Assisting with customer queries via in-and-outbound callsCredit Validations:- Conduct thorough validation checks on Proof of Income Documents Bank Statements Payslips Salary Verification Forms Financial Statements- Assessing documents authenticity- Verifying affordability calculation- Ensuring adherence to internal compliance and National Credit Regulator (NCR) requirements- Completing all necessary processes as per Standard Operating Procedures- Achieving productivity tartgets Show less

• 

  IiNet

  Nov 2015 - May 2017

  Customer Service Representative

  Key responsibilities:- Client services relating to customer account management such as funds transfers and billing terms and conditions.- Deals with administrative requests in a timely, effective and customer-focused manner.- Accountable for proficient moderation of customer service and relations within colossal international support center for Australia’s second largest ISP.- Build & maintain new and existing client relations.- Management of client community forums; service enhancement & continuous product advancements.- Managing the corporate brand and logo through various campaigns such “Living the Brand” where by constant branding in terms of written and verbal communication to clients and service providers alike.- Administer incident reports relating to operations & Process implantation via client feedback reports.- Successfully meeting & consistently transcending all targeted optimization goals & objectives- Continuously producing productive advancements accomplishing impressive performance outputsSecond level of support given to clients and colleagues relating to the following:- ADSL/Broadband setup, education, support and connection confirmation.- VOIP setup,education, support and connection confirmation.- Modems, Routers and ATA’s remote setup, installation and configuration.- Desktop support for PCs with Windows XP, Vista and Windows 7 and later.- Apple Mac support with OSX and Snow Leopard and later.- Browser troubleshooting for Internet Explorer, Mozilla Firefox and Apple Safari Show less

• 

  Amazon

  May 2017 - Jun 2018

  Senior TS Associate

  As an Amazon Technical Support Associate, you have a very clear purpose: - To investigate and resolve queries regarding Amazon’s digital services and devices, such as Kindle, Echo and Fire TV (among others)- Provide outstanding technical support to our customers.- Be the first point of contact for our North America and UK markets customers by answering their requests through phone, chat, and/or email.- Use a variety of tools to analyze and troubleshoot issues in real-time, investigate solutions, and communicate effectively with customers.- Responsibility for conducting escalations when necessary. Show less

• 

  Amazon Web Services (AWS)

  Jun 2018 - Nov 2022

  The AWS Customer Service (CS) Escalations Team is comprised of highly skilled and specialized individuals, which serve our customer’s by resolving the most complex and ongoing issues in the AWS CS landscape. Most of the work intended for escalations involve existing cases without a solution or end in sight. In addition to resolving complex contacts, AWS CS Escalations scope extends to assisting our Sales and Business Development (BD) representatives with urgent customer requests and auditing/improvement of internal processes. As a team, we strive for quality and efficiency of support while maintaining a ‘Think Big’ approach that will ultimately benefit our customers.Key responsibilities include, but not limited to:- Provide prompt, efficient, detailed and high quality customer-oriented service to AWS customers- Work with other customer support teams to ensure a consistent and high-quality level of support- Be a voice and advocate for our customers when something doesn’t feel right- Drive projects that improve support-related processes- Work with customers to understand how they use AWS services and provide valuable feedback to business and development teams- Take responsibility for developing detailed knowledge on specific product lines and features- Make sure internal knowledge reference pages are updated- Work with AWS support teams globally to ensure a consistent and high-quality level of support- Actively seek solutions to customer needs, communicating trends to leadership and recommend innovative solutions on behalf of our customers Show less As a Technical Customer Service Associate, you'll help field customer e-mail, phone and chat contacts while interfacing with other Support teams. You will represent Amazon and AWS as you interact directly with our customers acting as an expert on AWS Cloud Computing services in the leading edge of this growing industry.Key job responsibilities:- Providing innovative customer service to address billing, account access and authentication inquires and general resource management while keeping customer data safe.- Working with other customer support teams to ensure a consistent and high-quality level of support.- Identifying root-causes of customer issues, areas for improvement and providing valuable feedback to business and development teams.- Assisting with customer communication during AWS critical launches and support events. Show less

  • TCSA (Escalations)

    Nov 2021 - Nov 2022

  • TCSA (Core)

    Jun 2018 - Oct 2021
• 

  Amazon Web Services (AWS)

  Mar 2023 - now

  The AWS Customer Service (CS) Escalations Team is comprised of highly skilled and specialized individuals, which serve our customer’s by resolving the most complex and ongoing issues in the AWS CS landscape. Most of the work intended for escalations involve existing cases without a solution or end in sight. In addition to resolving complex contacts, AWS CS Escalations scope extends to assisting our Sales and Business Development (BD) representatives with urgent customer requests and auditing/improvement of internal processes. As a team, we strive for quality and efficiency of support while maintaining a ‘Think Big’ approach that will ultimately benefit our customers.Key responsibilities in addition to those of a TCSA include, but not limited to:- Acting as an advocate for our customer, reporting and acting on observed areas for improvement.- Assisting with customer communication during AWS critical launches and support events.- Assuming responsibility for developing detailed knowledge about specific product lines and features.- Performing deep dive analysis on customer contacts to gather lessons learned, and then using that information to create or improve policies, procedures, and best practice reference materials.- Field and handle escalated customer issues from Technical Customer service associates Show less TBA (Tool Builders Academy) gives members of AWS CS the opportunity to work with Tooling SMEs, dedicated teams and acquire knowledge of Tooling and Automation.Key responsibilities while in TBA are, but not limited to:- Creating and onboarding workflows to simplify tasks which are critical to CS day-to-day.- Regularly maintaining and updating existing workflows to align with current internal policies.- Remedying workflow bug reports.- Updating internal training and documentation (wikis, SOPs) to reflect changes made to workflows.- Providing guidance on the use of workflows through walkthrough videos and step-by-step user guides.- Engaging with multi-disciplinary CS and Support Engineering teams to drive completion of highly complex technical tasks. Show less

  • TCSS (Escalations)

    Nov 2022 - now

  • TCSS (TBA)

    Mar 2023 - Jul 2023