Langa Mnguni
Garland,TX
Summary
Results-oriented Customer Service Representative with over 1 year of experience in high-pressure environment. Possess exceptional communication skills, both verbal and written, adept at handling customer inquiries and complaints with empathy and professionalism. Proven ability to work collaboratively with colleagues to enhance customer satisfaction and streamline service delivery.
Overview
5
5
years of professional experience
Work History
Customer Conversion Team Specialist
Shift4 Payments
06.2019 - Current
- Answer support calls and respond to customer e-mails in timely manner and create tickets in CRM tool for tracking
- Schedule appointments using tools such as YouCanBookMe, Google suits and other collaborative / internal channels and update progress until resolution
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Engage and collaborate with Product, Dev, QA and Tech support teams for customer roadmaps for bug fixes and plan of action
- Review shift turnover report including tickets from previous shift and read e-mails before each shift
- Follow up on open/work-in-progress/pending tickets with end-users until resolution
- Perform daily system monitoring verifying integrity and availability of all systems and software, reviewing system and application logs, and verifying completion of scheduled jobs
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Service/Help Desk Technician Remote
American Systems
12.2018 - 04.2022
- Serve as Tier I support interfacing with end users via email and phone
- Utilize Knowledge Base for known issues with goal of resolving customer issue on initial call
- Provide technical assistance and support for incoming queries and issues related to computer systems, software and access and remote into customer environment using VMware
- Create, edit and modify end user permissions in Active Directory Analyze common problems to identify trends and work with management to resolve common issues
- Export diagnostic logs for analysis and troubleshooting
- Follow up on open/work-in-progress/pending tickets with end-users until resolution
- Create tickets in Solarwinds and escalate issues accordingly in CRM software
Skills
- Data entry and database management
- Excellent Phone Etiquette
- Complaint resolution
- MS Office and CRM tools
- Multitasking in fast paced environments
- Document and policy creation
- Attention to detail
- Technical Troubleshooting
- Meeting facilitation
Certifications and Licenses
- Microsoft MTA
- Public Trust Security Clearance
Timeline
Customer Conversion Team Specialist
Shift4 Payments
06.2019 - Current
Service/Help Desk Technician Remote
American Systems
12.2018 - 04.2022
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