FTTH Team Leader - Ison Xperiences (Vodacom)
(2025-04)
Vodacom FTTH (Fibre to the home) team leader, leading and managing a team of 14 agents including 1 expert agent.
- Coaching and developing agents i.e. daily, weekly and monthly
- Total performance management, disciplinary measures, monitoring and driving team targets
- Attendance and leave management process and updating matrix
- Quality management/improvement through call evaluations for each agent weekly
- Providing coaching and feedback to agents weekly
- Ensuring that all agents meet agent adherence and reach service levels (Basic Metrics i.e. FCR and AHT)
- Liaising daily with Workforce Management team to ensure effective planning
- Promoting service delivery
- Escalating and managing customer queries as required
- Representing the customer to the rest of the business – Customer Advocate
- Handling or improving performance of bottom performers without neglecting your best performers
- Consistently boosting the morale of the team when performance has dropped, and when there is bad animosity amongst them
- Ensuring escalations processes are maintained and implementation of new processes with team buy in
- Compilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis
- Develop and gain approval of and execution of all deliverables
- Develop, contribute to and maintain the team and Contact Centre's outputs and KPI's
FTTH Expert Agent - Ison Xperiences (Vodacom)
(2024-06 - 2025-03)
Assisting Vodacom FTTH (Fibre to the home) technical and billing support agents with troubleshooting and diagnosing technical issues related to FTTH connections.
- Identifying and resolving technical issues related to FTTH connections, including Wi-Fi, broadband, and other related services
- Offering efficient and effective support to customers via phone, and email
- Adhering to established service desk procedures and escalation protocols
- Maintaining clear and professional communication with customers, both during initial contact and follow-up interactions
- Documenting all customer interactions and resolutions in a detailed and accurate manner
- Identifying and escalating complex or unresolved issues to the appropriate level of support
- Contributing to the improvement of internal processes by identifying areas for optimization
- Keeping abreast of industry trends and new technologies to provide informed support
- Working with cross-functional teams to resolve complex customer issues
- Escalating tickets that are not resolved and doing follow ups to have the open tickets expedited and resolved
- Reporting Fibre and technical faults/logging tickets on different infrastructure provider portals
- Capturing and documenting all the work on a tracker (MS Excel spreadsheet, etc) for monthly report
- Handling warehouse tickets for router, extender, LTE Dongle, Ups deliveries
- Gathering call drivers when there is an influx of calls and updating nerve centre
- Handling various tickets e.g (Link down, ONT Down, CPE Down, Fibre break) for different infrastructure providers like (Vumatel, ZOOM, Openserve, Frogfoot etc)
- Ensuring that I collect all the required data, information and docs (POA, POC, ONT FSAN/SN) for a quicker resolution of those tickets
- Activating clients immediately with Vumatel trench if there is an IP address and network identifier
- Reprovision the ONT and get the client connected with ZOOM fibre if the PON light is stable
- Assisting with unsuspending the accounts that were in arrears but finally paid up
- Assisting with line speed migration enquiries, Speed alignment enquiries as well
- Assisting with router configurations
- Provisioning the routers, updating their channels 2.4G and 5G
- Updating or changing SSID and Passwords of the routers
- Dispatching and reporting outages for all the infrastructure providers
- Ensuring that the team is performing in terms of FCR/First call resolution, adherence, AHT etc. ensuring that the service levels are met
FTTH Technical And Billing Support Agent - Ison Xperiences (Vodacom)
(2023-11 - 2024-06)
Vodacom FTTH (Fibre to the home) first line support providing technical and billing support to customers.
- Addressing customer inquiries related to FTTH internet, including troubleshooting connectivity issues, modem setup, and resolving internet-related problems
- Providing excellent customer service through professional communication, active listening, and problem-solving
- Maintaining a thorough understanding of FTTH services, including features, benefits, and troubleshooting procedures
- Identifying and resolving customer issues efficiently and effectively, either directly or by escalating to the appropriate support level
- Managing inbound calls, routing calls to the appropriate resources, and ensuring accurate and timely call handling
- FTTH Relocation Indoor and Outdoor Relocation Relocation Turnaround Time
- FTTH Technical/Troubleshooting Speed Related Enquires, Outage Handling, Cannot Connect Troubleshooting Requirements Intermittent Performance: Troubleshooting Requirements, LTE Connectivity
- FTTH Billing Unsuspend Enquiry, billed but not Installed, Customer not Billed Duplicate Billing, Balance and Debit Enquiry, My Discount is not Loaded Pro Rata, Update Banking Details, Ways to Pay
- FTTH Activation and Installation
- FTTH Debit Order Debit Order Bank Details Change, Debit Order Bank Date Change Update Credit Card Details, Third Party Banking Details Updates Debit Order to Cash
- FTTH Cancellation of Interim LTE FTTH Cancellations Enquiry
Assistant Coach - Ison Xperiences (Vodacom)
(2023-06 - 2023-11)
Assistant Coach for both Vodacom Postpaid and Prepaid Agents, responsible for training, coaching, and performance management.
- Facilitate training sessions for new hires, covering product knowledge, systems, and customer service protocols
- Provide ongoing coaching to agents, focusing on areas like sales techniques, call handling, and adherence to best practices
- Monitor agent performance against key performance indicators (KPIs) and provide feedback to improve individual and team performance
- Ensure adherence to quality standards and service level agreements (SLAs)
- Assist agents with resolving complex customer issues and queries
- Compile reports on coaching activities, performance metrics, and training effectiveness
- Assisting Vodacom Agents with Vodacom systems during OJT such as ICAP, Siebel, Morpheus, Engine Tool, CVAS, ER Tool, Tobi, etc
- Assisting Agents on how to discover the query by probing enough questions to understand the query, then do investigation to be able to deliver or solve the query
- Encouraging them to be the best performers
- Listening to repeat calls that resulted in the droppage for each agent's performance to be able to discover if what the agent did was wrong and advice
- Giving feedback to the agents by having one on one coaching sessions with them to improve their performance with the proposed action plan
- Documenting the action plans for each agent
Customer Care Agent Vodacom Postpaid/Contract - Ison Xperiences (Vodacom)
(2023-02 - 2023-06)
Vodacom Postpaid Customer Care Agent handling inbound and outbound calls for customer inquiries.
- Sales and activations
- SMS enquiry
- Debit order enquiries
- Aftersales enquires
- Handset and Device enquiries
- Call Balance
- Home Router Connectivity
- I cannot make or receive calls enquiries
- Transfer calls, Call management enquiries
- Roaming enquiries
- Vodabucks enquiries
- Coverage enquiries
- Account Maintenance enquiries
- Data usage enquiries
- Service request management
- Sim Swap enquiries
- Payments and Billing enquiries
- SIM management enquiries
- VAS activation and deactivation enquiries
- TPSD deal sheet enquiries
- SR SLA cheat Sheet HTML
- Locking and unlocking on Morpheus
- Voicemail enquiry on C3D
- Power of attorney enquiries
- Repairs enquiries
- VodaPay enquiries, eService, etc
Customer Care Agent Vodacom Prepaid - Ison Xperiences (Vodacom)
(2022-12 - 2023-02)
Vodacom Prepaid Customer Care Agent receiving inbound calls and making outbound calls to assist customers.
- Inactivity rule
- SMS enquiry
- Airtime usage enquiries
- Roaming activate and deactivate
- SIM SWAP
- Recharge issues
- Call issues cannot make or receive calls
- Internet connection issues
- Lock and unlock Sim Card
- Vodacom protect password
- Express recharge
- Handset Password
- PIN and PUK enquiry
- Data usage enquiries
- Port in and out
- Blacklist a device
- BIS issues
- Airtime transfer issues
- Airtime advance request
- Voicemail enquiry iCAP
- Abusive or irate Customer
- Unlock Your summer campaigns, etc
Contact Centre Agent - Ison Xperiences (CCI)
(2021-12 - 2022-11)
CCI Contact Centre Agent assisting the people of South Africa with vaccination booking and registration.
- Receiving inbound voice calls and assist the people of south Africa with the booking for vaccination or registration with EVDS (Electronic Vaccination Data System)
- Assisting Individuals with queries relating to vaccination appointments
- Assisting with answering FAQs pertaining vaccination, especially regarding all aspects of Registration Support vaccine literacy uptake, ensure consistency of messaging
- Escalation of on the ground issues for feedback into public communication channels, etc
- Printing vaccination Certificate
- Data capturing
- Rectifying the information that was captured incorrectly on vaccination site
- Vaccination station
- Available vaccines as per vaccination station
