Technical Customer Support Specialist at Amalfi (FLO) (2025-09 – Present)
Months of experience supporting IoT and hardware products, specializing in residential EV chargers. Skilled in troubleshooting electrical and network issues while collaborating with customers, electricians, and engineering teams. As a FLO technical agent, proficient in using Salesforce CRM to manage cases, track field operations, and assist customers from installation through daily use. Committed to clear communication and practical solutions to maximize customer satisfaction.
- Serve as a dedicated FLO technical agent in Salesforce CRM, managing a queue of over 50 daily cases involving residential charger installation, commissioning, and operational issues.
- Diagnose and resolve advanced technical issues remotely, such as interpreting charger LED status, analyzing electrical measurements with customers or electricians, configuring networks through QR code pairing, static IP, and firewall rules, and addressing power delivery problems.
- Utilize Salesforce to document case details, track component serial numbers, schedule field service dispatches, and follow up until resolution.
- Act as the primary point of contact for certified electricians, guiding them through National Electrical Code (NEC) compliance checks and FLO-specific installation requirements.
- Collaborate with engineering teams to replicate bugs, submit detailed Jira tickets with log files, and test firmware patches prior to customer rollout.
- Develop and deliver virtual training for Tier 1 support agents on new residential charger features and standard troubleshooting procedures.
Contact Center Consultant at Viva Vision (2019-09 – 2025-08)
With over 6 years experience of excellent client oversight, issue resolution and relationship-building expertise in the IGaming Industry.
- Answer inbound calls in a timely and friendly manner
- Respond to customer queries via phone, email, and chat in French and English
- Evaluate problems and complaints of the callers and provide proper solutions to them
- Respond to the needs of customers and provide personalized service
- Provide information on the company's products or services and generate interest in the offer
- Upsell products and services
- Research needed
- Reviewed monthly KPIs against targets regularly; Identified trends and implemented corrective action plans to ensure consistent achievement of contact center objectives.
Contact Center Consultant 2IC at Viva Vision (2022-09 – 2025-08)
Operational and Real-Time Management
- Ensure the smooth running of the call center floor in the absence of the Team Leader or Manager.
- Provide additional support when present.
- System monitoring: Keep an eye on the health of key systems (Phone)
- Data Collection: Gather and compile daily and weekly performance data for the team and individual agents (e.g. Average Handle Time, First Time Resolution, Customer Satisfaction Scores)
Consultant at Africa Engineering Consulting Services (Versicomm) (2017-09 – 2018-09)
Project 1: Consulting Engineers – Civil. Projects: Site Consultant: Ekurhuleni Bridge Management System which entails condition assessments of all bridges and culverts in Ekurhuleni Region for City of Ekurhuleni Municipality.
- Office management of policies, progress and specifications accomplishments
- Project planning and resources allocations
- Sourcing and structuring new service provider relationships
- Workers engagement on projects and monitoring on policies and rules Fulfillment
- Setting up of standard site templates
- Approval of drawings prior client's obedience
- Developed innovative strategies for clients, resulting in increased revenue and business growth.
Site Manager at MW CIVILS Earthwork(Pty) Ltd (2015-07 – 2017-01)
Earthwork, General supervision of activities, Ordering, receiving and stocking of material, Responsible for Induction, Control and measurement of productivity, Safety officer on site, First aider
- Project 1: KIA and HYUNDAI Fourways, Johannesburg South Africa
- Project 2: Equestria value centre
- Project 3: EastgateMall, South Africa
- Project 4: Roberville upgrade, South Africa
- Project 5: Netcare hospital Pinheaven, Krugersdorp, South Africa
- Project 6: Green Stone Traffic Circle, Edenvile, South Africa
- Successfully managed a team of workers, providing clear instructions and setting performance expectations to achieve quality results.
- Inspected completed work to verify quality standards and compliance with criteria.
