Zilungile Chafuza

Efficiently received, logged, validated, and diagnosed client requests across the full range of products and services, adhering to agreed service level agreements. Utilised MS product and process knowledge to respond to tickets with discretion, achieving a first call resolution rate of 85% by following standard operating procedures and work instructions. Provided timely updates to clients on pending requests or tickets, ensuring a response time within 24 hours for 95% of inquiries. Generated breach and ageing reports for tickets opened by the service desk, identifying 5 key areas for process improvement.

Accurately entered and maintained data for over 1,000 records per week, ensuring accuracy rate. Handled an average of 200+ emails daily, prioritizing and responding to inquiries within 24 hours. Performed clerical duties such as filing, scanning, and copying documents, maintaining an organized system for easy retrieval.

Responsible for diagnosing & resolving hardware, software and End-user problems. Logging and escalating unresolved customer incidents to relevant departments. Data capturing and validation of end-user. Emails configuration. Communicating with third party Open Serve technician.