Modumo Noyi

Customer Service agent via email, Zendesk case management, chat and voice inbound. Mostly assisted customers with whatever queries they had with the self service platform. Also assisted with queries relating to broadband packages, complaints, escalations, payments, product changes, upgrades and everything else related to product information.

Assisted with all aspects of the customer journey as main aim is to retain customers. Have hands-on experience with Chat GPT and Claude as they are daily used AI tools. Moving towards being more AI friendly as it makes customers more comfortable and makes it easier to explain how to fix issues they are experiencing.

Retentions agent / Customer service agent at Concentrix (2023-07 – Present)

Customer Service agent via email, Zendesk case management, chat and voice inbound. Mostly assisted customers with whatever queries they had with the self service platform. Also assisted with queries relating to broadband packages, complaints, escalations, payments, product changes, upgrades and everything else related to product information.

Assisted with all aspects of the customer journey as main aim is to retain customers. Have hands-on experience with Chat GPT and Claude as they are daily used AI tools. Moving towards being more AI friendly as it makes customers more comfortable and makes it easier to explain how to fix issues they are experiencing.

Admin Clerk at Unknown (2021-01 – 2023-06)

General administrative support, which could include data capturing, filing, managing correspondence through email and phone, and assisting with personnel, financial records, or supply chain tasks making sure orders were on track and making sure that vehicles are where they should be and doing what they should do so in essence keeping track of any logistics. Also meant creating electronic databases to maintain electronic copies of any sensitive information that sometimes needed to constantly update to maintain the most accurate and updated information.

Technical Support at Sunslots Shared Services (2018-01 – 2020-04)

Logging and Managing customer Faults or queries using CallMonitor/Dynamics365 CRM and Microsoft Outlook 365. Applied technical knowledge of slots machines when troubleshooting.

• Effective use of Evolution Route Monitoring System and Zailab cloud-based contact centre platform when performing tasks
• Perform morning checks on connectivity of sites to the monitoring system and try to eliminate high volume of incoming calls in the morning period
• Conduct Morning and Night shift reports for clients daily
• Liaise with other departments in acquiring information required by clients or Management
• Escalate Logged calls to Field Technicians according to Priority Levels
• Demonstrate customer service through adherence to SLA and KPI's
• Ensure dispute resolutions are performed timeously
• Ensure Compliance to internal external policies, Procedures and regulatory Authorities and Gambling board Compliance

Helpdesk Agent at DSTV (Multichoice) (2015-03 – 2016-12)

• Face to Face customer service
• Escalations and email monitoring of Customer Queries to Extreme ops Department
• Troubleshooting and replacement of devices on site should they be un-repairable on site
• Sales (POS)
• Payments and account reconciliation on site
• Adherence to SLA and KPIs
• Flagging and responding to requests timeously and closing appropriate cases by sending out relevant emails to relevant departments
• Qmatic/Qmonitor system use to make sure effective and efficient line flow

High School Diploma – Leap Science & Maths School (2007)

N2 in Electrical Engineering (Heavy current) – Northlink College (2013)