Thembela Maqungo

Dedicated and results-driven Quality Lead with over 12 years of comprehensive experience in quality assurance and process improvement within the technical support industry. Proven track record of implementing quality management systems that enhance service consistency, increase customer satisfaction, and streamline operational efficiency. Expert in leading cross-functional teams, conducting root cause analysis, and mentoring staff to uphold high-quality standards.

Technical Support Specialist & Quality Lead - DELL COMPUTERS - Johannesburg

(2003-01 - 2013-12)

• Conducted daily 'case scrubbing' to identify faults or delays, ensuring hardware dispatches were valid and technically sound.
• Facilitated training sessions for new hires on company policies, procedures, and technical standards.
• Mentored L1 agents on technical resolution and professional conduct, addressing performance gaps through structured coaching.
• Acted as a Case Controller, resolving complex incidents to ensure permanent technical solutions and closure.
• Provided 2nd-line 'DSP Support' to field engineers, offering advanced solutions for persistent hardware issues.

Call Support Agent (MSC) - UNISYS (AFRICA) COMPANY - Johannesburg

(2001-05 - 2002-12)

• Provided 1st-line technical support while strictly adhering to customer Service Level Agreements (SLAs).
• Accurately captured and monitored network traffic incidents using the Remedy ARS system.
• Supported hardware including servers, printers, and various Windows operating systems.

Sales Consultant - SPITZ SHOES - Johannesburg

(1999-01 - 2001-12)

• Managed stock inventory, quality-checked merchandise, and consistently met sales targets.

A+ Software/Hardware & N+ CompTIA Certified - PC Engineering - Damelin College

Diploma - Retail Business Management - Wits Technikon

Matric - King Edward VII School