Lungelo Cele

I'm a unique individual with a natural skill of high-tech, personalized approach to delivering exceptional full-lifecycle customer engagement and supporting back office digital services faster, better. My ethics and work drive pushes me to deliver customer experience management services, back office services, and digital content services, and provides sales enablement that go beyond answering phones, delivering outbound calls, or writing a message to and for clients' customers.

Willing to relocate: Anywhere

Account Manager at Comcast US (2023-06 – 2024-04)

• Handling customer inquiries and resolving issues.
• Providing product/service information.
• Managing customer accounts.
• Maintaining accurate records of interactions.
• Demonstrating empathy and patience in customer interactions.
• Collaborating with team members to meet service goals.
• Using software or tools, such as CRM systems or ticketing software.

L3 IT Technical Support at Comcast US (2023-01 – 2023-06)

• Monitor network performance, availability, and security through various monitoring tools and systems.
• Identify and resolve network incidents, including troubleshooting, root cause analysis, and timely escalations.
• Develop and enforce standard operating procedures (SOPs) for incident management and response.
• Implement proactive measures to prevent network outages, optimize performance, and minimize service disruptions.

Virtual Assistant at MSA Global Outsourcing (2022-05 – 2022-08)

• Have a conversation with a helpful call handler who will transfer them to the appropriate person or take a message.
• If you are unavailable to take calls or simply don't want to, they will pass seamlessly to your dedicated PA, who is always on hand to help as if they are part of your own internal team.

Quality Support Manager at Parameds.com US (2021-03 – 2021-07)

• Manage all communication with employees before and after improvement process meetings
• Prepare reports to track performance of employees to enhance efficient evaluation.
• Administer all problems of employees and invite everyone for table discussion.
• Monitor work and maintain an efficient rapport between floor employees and directors' board.
• Provide backup to trainees by offering excellent teaching and guidance.
• Coordinate with supervisors and ensure compliance with company to activate several systems likeSoftscape.

Medical Documents Retriever at Parameds.com US (2020-07 – 2021-02)

• the team by requesting, retrieving, processing, tracking and organizing incoming Medical Records
• Require performing processes like request logging, assigning, processing, record retrieval and followup, invoicing follow up.
• Prioritize workloads to ensure expedited cases are processed within defined timelines
• Adhere to all HIPAA and confidentiality policies at all times.
• Be in the Centre of ethical behaviour and never on the sidelines.

Order Management Complaint's Manager at TalkTalk UK (2017-05 – 2019-08)

Respond to customer inquiries and requests via telephone, email, and chat in a timely fashion

• Document all inquires, requests, resolutions, and follow-up tasks
• Escalate inquires and requests as necessary to the appropriate department or person following outlined guidelines
• Collaborate with vendors to ensure timely resolution of network-related issues and escalations.
• Liaise with internal stakeholders, such as IT teams, engineering, and customer support, to address network-related requirements and issues.

Inbound Customer Service Agent at TalkTalk UK (2016-10 – 2017-05)

• Resolves customer queries within operational and client policies and procedures
• Establishes the customers' needs to diagnose and resolve problems
• Assists customers with promotional queries
• Keeps records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolve customers' service or billing complaints.

Engineering – Ixopo High School (2014-01 – 2014-11)