Vince Mcetywa

Results-driven Support Lead and former Call Centre Advisor with 7+ years of combined experience in customer service operations, team leadership, and technical support across leading BPO environments (Capita, Webhelp SA) and tech organizations. Proven track record in supervising support teams, driving SLA adherence, managing high-tier escalations, and coaching team members to deliver exceptional CSAT. Combines operational leadership with analytical problem-solving and SQL reporting skills to optimize workflows, improve agent performance, and maintain service delivery standards.

SUPPORT LEAD at Reflective Learning (2024-06 – Present)

• Lead and manage a daily support team, managing ticket distribution, queue priorities, and service performance to ensure strict SLA compliance.
• Monitor team performance metrics, track CSAT trends, and conduct root-cause analysis on recurring user issues to drive continuous service improvement.
• Act as the senior escalation point for complex technical and operational queries, coordinating directly with product teams to ensure swift resolution.
• Develop comprehensive knowledge-base articles, SOPs, and training resources to onboard agents and improve first-contact resolution rates.
• Drive team culture focused on service excellence, efficiency, and empathetic end-user support.

SOFTWARE SUPPORT ANALYST at Redpanda Software (2023-06 – 2024-06)

• Resolved advanced technical escalations, ensuring minimal downtime and quick turnaround times.
• Utilized SQL scripting to pull support metrics, run database queries, and build analytical reports for management.
• Partnered with cross-functional development teams to resolve critical platform bugs and system bottlenecks.

HELPDESK TECHNICIAN at Redpanda Software (2023-01 – 2023-06)

• Provided first-line omnichannel support, diagnosing and resolving user hardware, software, and network issues.
• Managed high volumes of user tickets while maintaining strict adherence to response and resolution SLAs.

IT TECHNICIAN at Webhelp SA (BPO & Call Centre Environment) (2022-02 – 2022-11)

• Maintained hardware, desktop workstations, and network connectivity for call center advisors to minimize agent downtime.
• Supported macOS, Windows, and Linux environments across multi-department operations.

CUSTOMER SERVICE ADVISOR & ESCALATION SUPPORT at Capita (BPO & Call Centre) (2017 – 2021)

• Handled complex customer escalations, de-escalating tense situations while consistently achieving personal and team CSAT targets.
• Assisted team leaders in training, onboarding, and mentoring new call center recruits on telephony systems, workflows, and customer service standards.
• Provided floor support to peer agents, providing real-time guidance on policy adherence and query handling.

Information Technology in Systems Development – RedAcademy (2022 – 2023)

Information Technology in Computer Networking – College of Cape Town / Cisco Academy (2021 – 2021)