Mavis Nkanyani

Detail-oriented and hard-working professional, ambitious, motivated, innovative, intuitive, and enthusiastic person who can function as an individual as well as a team member, I am able to handle multiple tasks on a daily basis. I use creative approach to problem solving. I am a dependable person who is great at time management and always energetic and eager to learn new skills.

Call Centre Agent - Alteram Solutions

(2022-09 - 2023-02)

• Answering incoming calls in accordance with SLA for Department of Employment and Labour (COIDA Claims).
• Ensure that there are no abandoned calls.
• Receive and verify documents then register new claim on operational system.
• Provide latest update when customers want to know the status of their claim.
• Attend to email inquiries, resolve customer complains and escalate urgent queries.
• Record each and every service incident on Customer Relationship Management (CRM).
• Send invoices and statements to Clients using SAP Finance Portal.
• Assisting Clients with submitting their Return Of Earnings (ROE's).

Customer Service Coordinator/Admin - IBM SA

(2016-03 - 2022-05)

• All Remote Management Centre (RMC) queues to be monitored and service request to be actioned within 30 minutes.
• Schedule site visit with engineers and assign service request to them.
• Service request to be allocated to the correct business unit (BU).
• Action plan and service level agreement (SLA) to be communicated to customer engineer (CE).
• Order hardware parts to the correct address as per agreement with the customer.
• Order hardware parts using the correct machine type and serial number, whether it is a customer replaceable unit(CRU) or schedule incident/ ticket.
• If you can't find engineer on duty to allocate the service request, advice the territory team leader manager.
• CRU parts to be ordered within 15 minutes and CRU acceptance must be confirmed with the customer.
• The condition of parts should be communicated to customer.
• Arrange collection of faulty parts from customer site.

Call Centre Agent - IBM SA

(2009-09 - 2016-02)

• Have to be available on Avaya telephone 6.5 hours everyday, answering incoming calls within 5 seconds.
• Assisting customers with logging hardware and software incident/ tickets.
• Drive to achieve 2% abandoned calls everyday.
• Monitor taskID and action hardware and software incident/tickets within 15 minutes and achieve 95% KPI target.
• Read through the incident/ticket and make sure that all the required details are correct.
• Send all new incident/tickets to front office team to diagnose the problem.
• Do DPL (Denied Party List) check on all cash on delivery incident and post the evidence on our taskID.
• Respond to hardware and software incident logged that needs feedback via email.
• Achieve utilisation of 7.5 daily and promote team work at all times to support the business and report accurately.

Stock Taker - Edcon

(2006-01 - 2006-12)

• Receive and count stock items.
• Pack stock items on shelves in the store room.
• Verify inventory by comparing them to the physical count of stock and investigating discrepancies or adjusting errors.
• Pack stock items in an orderly and accessible manner on the store room.
• Mark stock items using identification tags or labelling equipment.
• Keep record of used or damaged stock.

IT Certificate - Implementing & Designing Telecommunication Networks - University of South Africa (Unisa) (2018)

Call Centre Certificate - Inbound/Outbound & Computer Studies - Cornerstone Academy (2006)

Accounting Certificate - Financial Accounting - Damelin (2005)

Matric Certificate - Grade 12 - Weiveld Agricultural & Hotel Hoerskool (2004)