Ruth Dyantyi

Technical Support Specialist with over 10 years of customer service and sales experience, including telecommunications technical support since 2023. Experienced in delivering Level 1 technical support, incident logging, ticket lifecycle management, and troubleshooting mobile network issues within a high-volume telecommunications environment. Skilled in diagnosing and resolving APN, voice, data, routing, SIM, and connectivity issues, managing Mobile Number Portability (MNP), performing HLR and profile resets, and escalating complex incidents to Level 2 and Level 3 technical teams.

Proficient in Zendesk for incident management and in using AI-powered tools, including ChatGPT, to research technical solutions, improve customer communication, and ensure accurate ticket documentation. Currently developing cybersecurity expertise through hands-on SOC Level 1 training on TryHackMe, focusing on SIEM, log analysis, incident investigation, threat detection, and Blue Team operations. Passionate about technology, continuous learning, and building a career in cybersecurity.

Customer Support Agent – Technical Support at Melon Mobile (2023-10 – Present)

• Deliver Level 1 technical support to both B2B and B2C customers.
• Log, categorise, manage, and resolve incidents using Zendesk.
• Troubleshoot APN, voice, data, routing, SIM, and network connectivity issues.
• Perform HLR resets, profile resets, and reconnect customers to the network.
• Manage the complete Mobile Number Portability (MNP) process, including monitoring, cancellations, and reversals.
• Resolve billing, provisioning, activation, and account-related queries.
• Escalate complex incidents to Level 2 and Level 3 technical support teams.
• Utilise AI-powered tools, including ChatGPT, to research solutions, improve customer communication, and enhance troubleshooting efficiency.
• Ensure tickets are accurately documented, categorised, and updated to support efficient incident resolution and SLA compliance.
• Collaborate with internal technical teams to achieve timely resolution of customer issues.

Office Manager at FOG Marketing (2019-02 – 2022-09)

• Managed the daily operations of a team of approximately 40 employees.
• Supervised performance, scheduling, onboarding, and operational compliance.
• Worked with HR and Legal on employee-related matters.
• Improved operational processes and reporting.
• Maintained documentation and ensured compliance with company policies.
• Collaborated with cross-functional teams to improve service delivery.

Call Centre Consultant at Clientele Limited (2018-03 – 2019-01)

• Generated new business through outbound sales and referrals.
• Conducted customer needs assessments and recommended suitable products.
• Maintained customer relationships and CRM records.
• Achieved and exceeded monthly sales targets.
• Delivered after-sales support to improve customer retention.

Sales Consultant at O'Keeffe & Swartz

• Generated and converted sales leads.
• Conducted customer needs analysis.
• Completed KYC/FICA verification.
• Processed customer applications accurately.
• Negotiated and closed sales while maintaining long-term customer relationships.

Matric in Grade 12 – Manzomthombo High School