Tangeni Shivute

TANGENI ELAGO SHIVUTE Windhoek Namibia -- SUMMARY Dependable Customer support with more than 3 years of helpdesk experience. Assist end-users with complex technical issues. Communicate complicated concepts clearly. SKILLS • Call Center Operations • Service desk support • Customer support needs assessment • Maintenance & Repair • Software upgrades • Friendly, positive attitude • Application installations • Customer service • Technical Troubleshooting EXPERIENCE CUSTOMER SERVICE SPECIALIST, 12/2019 - 05/2021 freelancer, Windhoek, Namibia • Documented conversations with customers to track requests, problems and solutions. • Assisted customers in making payments on accounts and setting up payment plans. • Upheld strict quality control policies and procedures during customer interactions. • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion. • Helped customers open accounts, make deposits, update information and carry out range of routine actions. • Recommended improvements to products and services to mitigate complaints. • Resolved inquiries to consistently meet performance benchmarks. • Relayed productive customer feedback to marketing teams. • Supported operational improvements and resolution of problems to deliver top-notch customer service. INTERN CUSTOMER SUPPORT REPRESENTATIVE, 02/2016 - 11/2018 Hydraulics control component, Windhoek, Namibia • Troubleshot, resolved or escalated technical issues based on individual customers' needs. • Answered support calls and emails from corporate customers needing assistance with Hydraulics products. • Identified ways to streamline common requests and improve support processes to better serve customers' needs. • Followed up on outstanding technical concerns to affect timely resolutions and restore customer confidence. • Identified support trends from calls and reported information to management to help coordinate proactive responses. • Upgraded laptops/desktops, improving speed and performance. • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support. • Installed, configured and set up PCs in stores for optimal operation and reporting. • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis. • Supported employees with advanced troubleshooting on helpdesk tickets. EDUCATION AND TRAINING Charter University, Namibia, 08/2013 Bachelor of Science: Information Technology Management