Phinda Dlamini

Phinda Dlamini

Work History

Work History
Aug 2010 - Present

Blackberry and Data Support

MTN Service Provider
  • To provide world-class support to customers via telephone.
  • To answer queries relating to MTN Data Products and Services as well as Account Enquiries.
  • To troubleshoot and resolve mobile data problems with regard to Internet, Email, and (e.g. 3G Card, Blackberry, Push Email, etc.).
  • To make outbound calls and to follow-up with customers ensuring satisfaction.
  • To accurately capture all customer details on systems and applications
  • To escalate customer queries to the relevant role players.
  • Provide first-line support to Call Center Consultants on complex escalated data queries, trouble shooting, and irate customers; for data products including 3G Card, Blackberry, laptops, E-mail, 3G router and handset connectivity.
  • Attending walk-in customers
  • Suggest call center process improvements and participate in call center initiative for increased effectiveness
  • Use technology tools as directed and within established guidelines by the Call Centre (ISO9000, 9002)
Jan 2012 - Present

Support Technician ( Freelance)

Walkin-IT Solutions

Modem installations and support

Internet connectivity and support

Soho setup and support

Remote support

Email Support

SME IT solutions PC Repairs

Apple product Support

Blackberry Support Blackberry Device software updates Device setups Cellphones software upgrades

Android supported handsets

Iphone 3 and 4 Blackberry Nokia Sony Ericsson

HTC

Jul 2009 - Jul 2010

Correspondence Administrator

MTN Service Provider
  • Resolve customer queries relating to products, services, network, billing and banking queries according to quality standards.
  • Schedule, assign or act on any required customer follow-up in accordance with call center guidelines and house rules.
  • Educate the customers about the organization’s products and services
  • Liaise with customers concerning MTN goodwill and services
  • Assisting customers with setting up data products and services both on the system and the phone
  • Load all products and services on the systems as required by customer.
  • Maintain Consumer Customer Relationship
  • Maintain confidentiality of the organization’s customer’s data
  • Generating daily team performance reports
  • Reporting accurately on system downtime's/unavailability

Education

Education

Certifications

Certifications
Nov 2010 - Present

CompTIA N+

CompTIA
Aug 2013 - Dec 2013

CompTIA Linux +

CompTIA
Jul 2012 - Dec 2013

Linux Professional Institution Certification (LPIC)

Linux Professional Institution
Aug 2013 - Dec 2013

Novell Certified Linux Administrator (CLA)

Novell
Nov 2010 - Nov 2010

CompTIA A +

CompTIA

References

References

Lerize Johnson

Blackberry and Data Support

MTN SP

Itumeleng Kutumela

Supervisor at Channel Support Hub

Given Sidze

Director at Walkin-IT

Jameelah Cowan

Supervisor in the Correspondence Department