Fadzai Kamwendo
Technology Operations Analyst
Plano,TX
Summary
Proficient Technology Operations Analyst with three years of insight managing complex system deployments. Thoroughly manages customer data, expertly applying problem resolution via audits and troubleshooting. Extensively familiar with updated standards governing information management. Expertly applies knowledge to optimize quality control and data retention.
Overview
8
8
years of professional experience
Work History
Technology Operations Analyst
Wells Fargo
Frisco, TX
01.2020 - Current
- Participate in initiatives and identify opportunities for technology operations
- Evaluate basic or tactical challenges that require research and evaluation
- Provide centralized command and control for major incident management, ensuring teams focus first on restoring business services
- Review, analyze and escalate issues. from key metric analysis, event monitors, reported service deviations, and documented changes
- Develop knowledge business cycles and capabilities to assess the impact of technology events on the business and other support areas
- Reduce the impact of application and infrastructure failures on business delivery
- Engage various teams of trouble-shooters to assess system health and issues
- Present recommendations for resolving more complex situations
- Provide information to functional colleagues, internal partners and stakeholders
- Actively listen to others
- To provide expertise in identifying, evaluating, and developing solutions that meets business requirements
- Develop productive relationships; influences others to work successfully together and deliver results for Wells Fargo
- Analyzes, designs, implements, and maintains systems/application and infrastructure platforms in alignment with organization's strategic direction
Collections Specialist
CMI Group
CARROLLTON, TX
01.2018 - 12.2019
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Used probing techniques to determine debtors' reasons for delinquency.
Customer Service Representative
Prairie Estates (CANTEX)
Frisco, TX
01.2014 - 12.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
Education
High School Diploma -
Nagle House High School
Harare, Zimbabwe05.2013
Skills
- Customer care
- Technical Support
- VMware Virtualization
- Citrix
- Active Directory
- Knowledge Base
- LAN
- Help Desk
- Software Troubleshooting
- Phone Calls
Timeline
Technology Operations Analyst
Wells Fargo
01.2020 - Current
Collections Specialist
CMI Group
01.2018 - 12.2019
Customer Service Representative
Prairie Estates (CANTEX)
01.2014 - 12.2017
High School Diploma -
Nagle House High School
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