Tozama Keyise

Experience

• 

  Bidvest Facilities Management

  Feb 2015 - Apr 2016

  Customer Service Representative
• 

  AVI Limited

  May 2016 - Nov 2016

  Consultant
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  Virgin Active SA

  Jul 2017 - Mar 2018

  Sales Consultant
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  WNS Global Services

  Mar 2018 - Sept 2019

  Identity and define SOP's ,analyse performance indicators and Business reports to improve efficiency and quality.

  • Technical support-Tier1-Assurance

    Mar 2018 - Sept 2019

  • Business Improvement Consultant

    Mar 2018 - Aug 2019
• 

  Axxess DSL

  Aug 2019 - Jan 2022

  • Responsible for running the walk-in Centre including Reception.• Handle follow-up escalations and communicate SLA agreements to address customer inquiries and concerns.• Prepare a variety of written reports and documents to ensure smooth operations.• Improve operations through consistent hard work and dedication.• Drive operational improvements which results in saving and improving our customer service.• Troubleshoot, configure, and fix all types of client devices if needed. Show less • Brake down and evaluated user problems, using test scripts,personal expertise and probing questions.• Help streamline repair processes and update procedures for support action consistency.• Monitor network outages in different areas to assist customers troubleshoot.• Taking customers through a series of actions to resolve a problem.• Provide support In the form of procedural documentation.• Front-line support via telephone and ticket system.• Set up and troubleshoot customer emails on any device.• Assist customers with Domain transfers.• Troubleshoot and fix website-related issues.• Add DNS records as per customer's requests.• See to it that tickets are attended to.• Identified issues, analyzed information, and provided solutions. Show less Brake down and evaluated user problems, using test scripts,personal expertise and probing questions.Explained technical information in clear terms to non-technicalindividuals to promote better understanding.Helped streamline repair processes and update procedures forsupport action consistency.Monitored network outages in different areas to assistcustomers troubleshoot.Configure CPETaking customers through a series of actions to resolve a problem.Provide support In the form of procedural documentation.Managing multiple cases at one time. Show less

  • Technical Sales Team Lead Tier2

    Oct 2020 - Jan 2022

  • Hosting Technician Tier1

    Feb 2020 - Oct 2020

  • Technical Support Technician Tier1

    Aug 2019 - Jan 2020
• 

  Herotel

  Jan 2022 - now

  Help Desk Team Captain

   Lead and Manage MOS Coach Team Members 1 on 1 with Team members and Improvement /Growth Plans Customer Management Escalations  Daily KPI’s for team members 2-Hourly Ticket reporting to L2 Customer Supplier Issues Communication and feedback sessions to Operational Team Queue Management Take accountability for overall teams performance Manage Team Morale and Motivation  Ensure the agents follow the SOP/WorkFlow