Aadil Haffejee

I pride myself on being dependable, trustworthy, and adept at handling pressure while consistently meeting deadlines. My goal is to excel in every challenge and assignment I encounter. Drawing from my extensive work experience, I am highly motivated to consistently deliver excellence and reliability in my role.

Being naturally sociable, I possess strong communication skills that facilitate effective collaboration with my peers. I am committed to delivering tasks promptly and ensuring they meet the highest standards of quality.

Senior Client Services Representative at MTN (2023-11 – Present)

• Courteously and timeously, answer and deal with all inbound telephone calls and emails from BRC (SME), Trade partners, Retail, Telesales partners, SME Channels and RICA agents
• Present products and services to potential customers
• Provide end to end support to Trade & Cannel partners
• Collaborate with internal teams to ensure customer satisfaction and resolve any issues
• Ensure that all requests, queries and complaints are accurately analysed, recorded on the system (action manager notes or equivalent), followed up, dealt with and completed with the appropriate feedback given to the end user
• Maintain and validate sensitive customer information in line with security protocols and confidentiality (POPI)
• Unlocking of blocked account
• Handle activation requests on behalf of the Trade
• Act as a liaison between Trade and Channel partner and MTN internal departments
• Ensure that queries and needs of trade and channel partners are attended to as required within procedures
• Sort, accumulate and analyse information about a particular situation or problem to assist with problem solving
• Initiate resolution of operational problems
• Follow clear and linear procedures to find practical solutions to problems pertaining to dealing with callers
• Offer input and judgments relevant to own technical expertise and experience
• Refer to the correct department where necessary
• Manage conflict with irate customers
• Base judgement predominantly on knowledge, skills and experience to solve problems

Client Services Assurance at MTN (2013-06 – 2023-11)

• Quality Assurance and Quality Control of all requests by customers
• Maintain Corporate Customer Relationships by regular engagement with customers
• Ensure that all service requests are processed as per agreed SLA
• Ensure customers are kept updated and informed on the progress of requests
• Collaboration with all other support teams within EBU and MTN
• Adopt a proactive approach to prevent problems from arising in the future
• Ensure delivery on customer specific ad-hoc requirements
• Manage, monitor, and control customer-related systems, efficiencies
• Identify customer trends/patterns pertaining to customer needs and filter this information through to the correct departments within EBU
• Ensure that Stock Distribution is in line with customer orders and within the agreed SLA
• Ensure that activations of new lines are done accurately and in line with the agreed SLA
• Updating customer details on the relevant systems
• Provide "front-end" support to all clients, delivering effective, timely and proper management and routing of all incoming calls to the helpdesk
• Accurately log and allocate all calls received telephonically and via e-mail into the company ticketing system, ensuring compliance to SLA parameters with strict timelines
• Escalate calls to the Support Centre Supervisor where necessary
• Liaise with and provide frequent feedback to clients on the status of faults logged
• Confirm that the client is satisfied with fault resolution before clearing of ticket and then ensure that they are closed with full and accurate resolution descriptions in the ticketing system
• Monitor all open tickets to ensure that they are correctly escalated and are being dealt with to adhere to SLA terms at all times
• Manage incoming client queries, ensuring customer satisfaction in a demanding environment
• Communicate effectively with customers, colleagues, and management, especially in times of crisis
• Update clients on all outstanding calls, regularly (within expertise and defined parameters)
• Ensure a customer-centric approach

Certificate in Governance and Ethics – University of the Witwatersrand (2023-10 – 2024-03)

National Diploma in Human Resources Management and Practices – Milpark Education, Cape Town (2022-06 – 2024-10)

Matric – Topaz Secondary School - Johannesburg (2003 – 2003)

Certificate in ITIL 2011 Foundation – APMG International - Buckinghamshire, UK (2016-07-22)