Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Mbongeni NDHLOVU

Lublin,Poland

Summary

A results-driven Support Specialist with experience in diagnosing and resolving hardware, software, and network issues. Proficient in troubleshooting Windows OS, remote connectivity tools, and mobile device management. Adept at providing exceptional customer support, maintaining high first-call resolution rates, and adhering to ITIL standards. Seeking to leverage technical expertise and problem-solving skills in a dynamic IT support environment.

Overview

6
6
years of professional experience

Work History

Support Agent

Kay Logistics
01.2022 - 09.2024
  • Analyzed and reported on fleet performance metrics, including cost savings, utilization, and safety
  • Consistently achieved customer satisfaction targets and KPIs set by the Customer Support Manager through prompt resolution of customer issues
  • Developed and managed 30+ long-term client relationships effectively through onboarding support and quarterly business reviews
  • Troubleshot mobile device issues to maximize productivity on apps such as Uber
  • Maintained a high level of availability and efficiency, meeting or exceeding SLA targets for response and resolution times.
  • Assisted in IT projects, process improvements, and cross-training to enhance the efficiency of the support team.

Customer service representative

Liquid Home Zimbabwe
10.2018 - 12.2020
  • Analyzed customer service data to identify and address customer service issues, resulting in improved customer experience
  • Answered 40+ telephone calls per day with professionalism
  • Built customer rapport by providing friendly, genuine service, increasing customer retention by 70%-80%
  • Provided hardware/software/network support via phone and remote assistance, ensuring a high first-call resolution rate.
  • Diagnosed and resolved IT issues or escalated to appropriate teams while documenting all cases in the call tracking system.
  • Managed user access and exit controls, ensuring secure and compliant onboarding/offboarding procedures.
  • Coordinated with vendors and internal support teams to streamline hardware and software issue resolution.

Education

BsC (Hon) - Nursing

Vincent Pol University
09.2023

Skills

  • Hardware & Software Troubleshooting
  • Network Issue Diagnosis & Resolution
  • Windows OS (Windows 7,8, 10) & Server administration
  • CRM software
  • Ticketing Systems & Call Tracking (ITIL Framework) Customer Support (Phone, Chat, Email)
  • Mobile Device Troubleshooting (iOS, Android)
  • SLA Management & KPI Achievement
  • Ticket management
  • Remote Support Tools

Languages

English
Native or Bilingual
Polish
Elementary

Timeline

Support Agent

Kay Logistics
01.2022 - 09.2024

Customer service representative

Liquid Home Zimbabwe
10.2018 - 12.2020

BsC (Hon) - Nursing

Vincent Pol University

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Mbongeni NDHLOVU