Sharon Gumede

Detail-oriented and customer-focused professional seeking a Helpdesk Administrator role to deliver excellent, accurate, and empathetic support to customers while contributing to team efficiency during peak periods.

Receptionist - CMH First Car Rental

(2015 - 2018)

• Welcomed visitors and handled inbound calls and emails professionally, ensuring positive first impression.
• Logged customer queries, tickets and account information accurately with strong attention to detail.
• Provided first-line support and escalated issues to relevant teams while keeping customers updated until resolution.
• Managed appointments, meeting rooms, mail, and courier services.
• Maintained organized filing system and performed data entry for customer records.
• Upholded confidentiality and company professionalism at all times.

Inbound Operator / Dispatcher - SA Can t/a Trackbox Technologies

(2018 - 2019)

• Answer inbound calls, emails, and WhatsApp messages promptly and professionally.
• Listen carefully to customer queries.
• Keep customers updated on the progress of their query.
• Handling high volume of inbound calls and emails.
• Logging tickets with accurate information on the correct account.
• Providing first-line support and escalate unresolved issues.
• Maintain professional customer service during peak and month-end periods.

Dispatcher - Blue Security

(2020-03)

• Receive and prioritize emergency and non-emergency calls quickly and calmly.
• Gather accurate information: location, nature of emergency, contact details
• Dispatch appropriate response teams (police, ambulance, fire, technicians) immediately.
• Track and monitor response units, provide them with clear updates and directions
• Log all calls, incidents, and actions taken accurately into the system.
• Provide life-saving instructions to callers over the phone when needed.
• Coordinate with multiple departments and stay in contact until help arrives.
• Handle high-stress situations with patience, empathy, and clear communication
• Maintain confidentiality and follow emergency protocols and procedures.
• Prepare daily incident reports and hand over to the next shift.

Matric - Zibonele High School (2010 - 2010)

Automotive Sales & Service Advisor - Katz Training (2014 - 2015)