Anno M

Customer Support, Telesales, and Contact Centre Professional with 4+ years of experience across SME support, telesales, collections, and technical assistance. Strong academic grounding in Information Technology (Business Applications) and Business Analysis. Skilled in CRM systems, Zendesk ticketing, contract administration, troubleshooting, and delivering high-quality customer service in fast-paced environments.

Recognized for accuracy, analytical thinking, and effective communication in both remote and physical work settings.

Telesales Agent at Talksure SA (MTN) (2025-01 – 2026-02)

• Provided high-quality support to SME clients and managed account-related queries.
• Processed new contracts, upgrades, renewals, and amendments with strict compliance.
• Supported Employee Connect system queries, troubleshooting, and user setups.
• Ensured accurate data capturing and complete documentation handling.
• Recommended MTN business products and solutions based on customer needs.
• Collaborated with sales, billing, and technical teams for fast and effective resolutions.
• Consistently met and exceeded sales, service quality, and customer satisfaction targets.

Collections Consultant at DMC Debt Management (2021-05 – 2025-12)

• Delivered professional customer support in a high-volume remote environment.
• Handled account queries, renewals, upgrades, and contract amendments.
• Ensured accurate contract management and data capturing.
• Provided advisory assistance and service recommendations to SME clients.
• Adhered to compliance and customer-protection standards.
• Achieved high ratings in service quality and customer satisfaction.

Technical Support Agent at WNS Global Services (2020-08 – 2021-04)

• Assisted customers with router access, configuration, and connectivity issues.
• Resolved email setup and connectivity problems across multiple clients.
• Provided updates regarding fault resolution timelines and progress.
• Followed strict verification protocols prior to password resets.
• Accurately logged incidents, troubleshooting steps, and resolutions.

Advanced Diploma in Business Analysis – Rhodes University (2024)

National Diploma in Information Technology (Business Applications) – Walter Sisulu University (2021)

Matric in Grade 12 – Toise Senior Secondary School (2014)