Khoza Thembi

Dynamic professional with a proven track record at Qlink, excelling in IT troubleshooting and fostering customer loyalty through empathy and patience. Leveraged technical support expertise and strong interpersonal skills to enhance team collaboration and streamline processes. Adaptable and detail-oriented, consistently achieving positive outcomes in fast-paced environments.

In my part-time role, I assist with managing bookings, coordinating consultants for both remote query support and onsite consultations, and maintaining efficient scheduling through effective use of Outlook Calendar.

Support Consultant - Qlink - Sandton, South Africa

(2022-03)

• Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
• Actively participated in weekly team meetings to share insights, best practices, and identify areas for improvement within the department.
• Contributed to a positive work environment by actively engaging with peers, sharing best practices, and collaborating effectively in both individual and team settings.
• Streamlined client onboarding process with effective communication and timely follow-ups.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Diagnosed and troubleshot hardware, software and network issues.
• Created user accounts and assigned permissions.
• Tested new software and hardware prior to deployment.
• Provided empathetic support to customers during challenging situations, leading to increased trust and loyalty.
• Balanced multiple tasks simultaneously while still providing outstanding support, showcasing excellent time management abilities.
• Conducted thorough investigations into complex customer issues, resulting in faster resolutions and positive outcomes for all parties involved.
• Maintained a high level of professionalism when handling sensitive information or addressing escalated concerns from customers.
• Managed approximately 30 incoming calls, emails and faxes per day from customers.

Receptionist Administrator - Accsys a Division of Nutun Transact - Hyde Park, South Africa

(2021-02 - 2022-02)

• Answered incoming calls, directing clients to individuals addressing specific needs.
• Handled complaints and questions, and redirected calls to other team members.
• Enhanced customer satisfaction by efficiently managing incoming calls and directing them to appropriate departments.
• Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
• Acted as first point of contact and set appointments for prospective clients.
• Contributed to a positive work environment through excellent interpersonal skills and genuine care for colleagues' needs or concerns.
• Enhanced efficiency of mail distribution, ensuring timely delivery and response.
• Managed multi-line phone system, ensuring prompt and courteous service to callers.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Managed and organized documents for data entry tasks.
• Making bookings on behalf of the consultants and organizing their calendar.
• Use CRM Zoho, and FSM to do billing and booking of consultants.
• Scanned documents and saved in database to keep records of essential organizational information.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Managed approximately 30 incoming calls, emails and faxes per day from customers.

Chemistry Intern - Merieux NutriSciences - Midrand, South Africa

(2020-02 - 2020-12)

• Streamlined sample preparation processes, reducing time spent on repetitive tasks.
• Performed routine calibration checks on lab equipment, ensuring consistent accuracy throughout each experiment conducted.
• Collaborated with team members on various projects, resulting in timely completion of experiments.
• Maintained lab by calibrating equipment and cleaning surfaces and items used.
• Regularly calibrated instruments used during experiments to ensure validity of data collected throughout the internship period.
• Collaborated with fellow interns and lab personnel, fostering a positive work environment and promoting teamwork.
• Gathered laboratory samples, monitored fluids and read test results to make accurate care decisions.
• Recorded and interpreted laboratory results to present to senior colleagues.
• Prepared and validated buffers and in-house reagents, calibrators, and controls in advance of laboratory testing and analysis orders.
• Adhered to laboratory safety procedures to maintain compliance with quality control standards.
• Maintained a safe working environment by adhering to proper chemical handling and storage procedures.
• Maintained a safe and organized laboratory environment, adhering to strict safety protocols.
• Maintained safe, tidy and organized laboratory environment for accurate test results.
• Prepared reagents, media and solutions to use for laboratory testing and analysis.
• Performed testing and quality control using approved laboratory procedures and instrumentation.
• Performing analytic tests on food samples such as pH, water activity, determination minerals and starch content, etc.

Office Administrative Assistant - Kempton Park Taxi Association - Kempton Park, South Africa

(2019-12 - 2020-01)

• Copying, faxing, and filing documents.
• Safeguarded company information by maintaining strict confidentiality in handling sensitive documents and records.
• Streamlined office processes by implementing efficient filing and organizational systems.
• Maintain good housekeeping.
• Writing passenger list for people travelling outside the country.
• Answering calls for people who want to book bus sit.

FET Certificate - Payroll Administration Services: Level 04 - Nutun Transact - Online Course (2022-10 - 2024-12)

Certificate - Microsoft Excel - Udemy - Online Course (2024-09 - 2024-09)

Certificate - Problem Solving - Imsimbi Training - Online Course (2023-10 - 2023-10)

National Diploma - Analytical Chemistry - Tshwane University of Technology (2017-02 - 2020-12)

National Senior Certificate - Science - Phomolong Secondary School (2016-12 - 2016-12)

Graduate Certificate - Computer Literature - New Beginnings Learning Academy (2015-10 - 2015-10)