Open To Work
Sinethemba Ngcobo
Alexandria,VA
Summary
Experienced Member Support Representative with a focus on identity verification and troubleshooting at ID.me. Expert in leveraging Zendesk to optimize customer service processes. Certified in Google Technical Support Fundamentals and AWS Certified Cloud Practitioner. Dedicated to providing high-quality support while fostering technical growth and team collaboration.
Overview
14
14
years of professional experience
3
3
Certification
Work History
Member Support Representative
ID.me
McLean, Virginia
08.2024 - Current
- Managed high volumes of calls, ensuring quality service and high member satisfaction.
- Oversaw member support operations with a focus on identity security and efficient troubleshooting.
- Utilized Zendesk ticket system to enhance support process efficiency.
- Developed strong skills in time management and multitasking in a dynamic work environment.
Guest Service Representative
Archer Hotel Tyson's
10.2023 - 08.2024
- Streamlined check-in and check-out process at front desk, improving guest satisfaction.
Healthcare Assistant
BrightStar Care
12.2020 - 08.2023
- Scheduled appointments, managed personal schedule, planned activities, provided companionship, delivered personal support.
Collections Specialist/Customer Service Representative
Eastern Account Systems
02.2019 - 12.2020
- Handled inbound customer calls in collections, facilitating account resolution and payment arrangements
Front Desk Agent
Sandestin Golf and Beach Resort
11.2013 - 11.2015
- Resolved customer concerns related to walk-in reservations, upgrades, and telephone inquiries.
Front Desk Agent
Ocean Edge Resort & Golf Club
01.2012 - 01.2013
- Delivered exceptional guest services by facilitating check-ins and check-outs, overseeing reservations, addressing inquiries about resorts and amenities, recommending local attractions, processing payments, and collaborating with other departments.
Education
Bachelor of Science - Cloud Computing
George Mason University
Fairfax, VA12-2027
Associate of Applied Science - Infor System Specialization - Cloud Computing
Northern Virginia Community College
Alexandria, VA12.2025
Associate of Arts - International Travel and Tourism
Damelin
South Africa, Durban01.2013
Skills
- Critical thinking and problem solving
- Technical support operations
- Strategic communication
- Productivity software proficiency
- Systems and infrastructure knowledge
- Server administration
- Cloud computing expertise
- Networking technologies
- Customer service excellence
- Troubleshooting skills
- Enterprise ticketing systems
- Event coordination
- Data entry accuracy
- Complaint resolution tracking
- Multichannel communication
- Member account management
- Document processing efficiency
- Issue resolution strategies
- Transaction processing skills
- Relationship building
- Inbound call management
- Policy adherence knowledge
- Information gathering techniques
- Data management skills
- Active listening skills
- Team collaboration capabilities
- Effective communication skills
- Cross-functional collaboration abilities
- Software navigation proficiency
- Product knowledge
Certification
• Google Technical Support Fundamentals
• AWS Certified Cloud Practitioner
• Microsoft Certified: Azure Fundamentals
• AWS Certified Cloud Practitioner
• Microsoft Certified: Azure Fundamentals
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteRemoteHybridSalary Range
$45000/yr - $200000/yrTimeline
Member Support Representative
ID.me
08.2024 - Current
Guest Service Representative
Archer Hotel Tyson's
10.2023 - 08.2024
Healthcare Assistant
BrightStar Care
12.2020 - 08.2023
Collections Specialist/Customer Service Representative
Eastern Account Systems
02.2019 - 12.2020
Front Desk Agent
Sandestin Golf and Beach Resort
11.2013 - 11.2015
Front Desk Agent
Ocean Edge Resort & Golf Club
01.2012 - 01.2013
Bachelor of Science - Cloud Computing
George Mason University
Associate of Applied Science - Infor System Specialization - Cloud Computing
Northern Virginia Community College
Associate of Arts - International Travel and Tourism
Damelin