WENDY TESSAH HLATSHWAYO
Spoken Languages: English(fluent), French(intermediate)
Skills: HTML5, CSS, SQL, Project Management, Business Analysis
Education Summary
BTech Honours in Computing and Information Technology
HTML Fundamentals Certificate
SQL Fundamentals Certificate
Customer Service Representative Skills Certificate
Customer Service Representative Professionalism Certificate
IT Project Management Essentials (Risk Analysis) Certificate
Scrum Master Certification (scrum-institute.org)
DELF B1
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Employment Summary
Post held:
Organisation:
Website Setup Team Lead
Art Storefronts, Texas, USA
March 2024 to Present
Duties and responsibilities included:
Leading Meetings
● Leading the Client Services Tech Daily Meetings
● Leadership presence in the Onboarding Daily Huddle
● Introducing leadership aspects to the Onboarding meeting
Managing WS Team
● Overseeing the team's workload, outstanding duties, deadlines, and overall performance
● Conducting regular performance audits including website and email audits
● Tracking team KPIs on a weekly basis and recording them
● Reporting on the team's status, bandwidth, issues, and concerns
● Conducting monthly 1x1 meetings with team members
New Product/Process SOP
● Developing and writing documentation for new products or processes
● Delivering process and training sessions to the team
● Ensuring the team is educated on new SOPs
Dealing with Escalations
● Educating the team on handling and avoiding escalations
● Addressing and resolving escalated issues promptly and effectively
Client Management
● Tracking service subscriptions and cancellations
● Assigning new clients to the team and ensuring Tech Specialists reach out within SLA (24
hrs after being assigned)
● Ensuring Concierge complies with initial outreach guidelines
● Taking Consultation Calls with clients as needed
Communication Facilitation
● Facilitating communication between Sales Department, Tech Support, and Marketing
Department
● Syncing with sales department and reporting any reported irregularities to their leadership
Hiring and Training
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Assessing the team's bandwidth and projections for new leads to provide staffing reports
Training new WS team members, monitoring their progress, and assisting with their first
clients
● Assigning them the calls to shadow
● Providing initial orientation and support to Agents transferred from the Tech Support Team
Administrative Responsibilities
● Coordinating with Billing for any issues or requests from Marketing and Tech teams
● Creating Macros for WS team tickets to streamline processes
● Assisting team members with written communication and handling special concerns or
delicate situations as needed
Payroll and Reporting
● Submitting the Payroll Incentives Report each pay period, which requires conducting website
audits
Other
● Leadership Development: Enhancing leadership skills and fostering a positive team
environment
● Service Excellence: Ensuring the team provides exceptional service and meets client
expectations
● Continuous Improvement: Identifying areas for improvement, implementing solutions, and
optimizing processes
Post held:
Organisation:
Website Setup Specialist
May 2022 to March 2024
Art Storefronts, Texas, USA
Duties and responsibilities included:
● Managing customer communication via Zendesk, ensuring timely and clear updates.
● Conducting calls and meetings using Zoom, addressing inquiries and discussing website
setup progress.
● Creating and configuring websites using a SaaS platform, adhering to customer
specifications.
● Updating status and maintaining detailed records in Salesforce for tracking and reporting
purposes.
● Providing technical support and troubleshooting during the website setup process, ensuring a
seamless experience.
Post held:
Organisation:
Technical Support Agent
October 2018 to April 2022
Art Storefronts, Texas, USA
Duties and responsibilities included:
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Setting up customer websites
Zendesk chat and helpdesk
Responding to customer emails
Product orientation via Zoom and/or Skype
Technical Customer Support
Telephonic Customer Support
Liaising with team members using online project management software
Post held:
September 2018
Organisation:
Remote Customer Service Representative
April 2017 to
WaiverKing Inc.
Duties and responsibilities included:
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Setting up customer forms
Taking customer calls via a web phone system
Updating CRM(Zoho)
Responding to customer emails
Product demonstration via conference call software and/or Skype
Technical Customer Support
Telephonic Customer Support
Liaising with team members using online project management software
Achievements
This is a remote support role which has taught me to appreciate outsourcing and that work can be
done and goals achieved in spite of distance, time zone or differences in nationality and culture. I
learnt to use remote support methods, gained HTML experience and managing customer accounts.
Post held:
Digital Marketer/Customer Service
July 2012 to Dec 2016
Organisation: Paper Maid Invitations (subsidiary of Countess Media)
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Duties and responsibilities included:
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Designed and maintained the company website.
Opening and maintenance of the company’s Facebook page
E-mail marketing
Paid Facebook marketing
Responding to inquiries via email and online chat
Provide information about products and services
Take orders, determine charges, oversee billing and payments
Handle returns or complaints
Record details of customer contacts and actions taken
Client invoicing and payment collection
Follow up on overdue accounts
Customer Relation Management
Customer Database Management
Achievements
● Designed marketing campaigns and material for companies
● Gained experience in SEO, CRM, HTML, CSS, PHP, Google Analytics
Post held:
Organisation:
Project Manager/Business Analyst
Countess Media
July 2010 to Dec 2016
Duties and responsibilities included:
● Working with business partners to elicit high-level requirements and capture business needs
● Clearly articulating and documenting business requirements
● Assessing the risks of various solutions and prioritizing competing business demand
● Managing ongoing relationship with business partner to drive satisfaction with IT
● Coordinating project delivery by participating in design reviews and walk-throughs to
communicate website designs and validate proposed solutions
● Obtaining key inputs from enterprise architecture teams and identifying solution
interdependencies
● Engaging with knowledge workers to incorporate usability and user interface needs when
designing websites
● Proactively resolving customer satisfaction issues
● Negotiating contracts, managing relationships, and monitoring vendor performance against
SLAs
● Maintaining a first class level of customer service ensuring that all customers are treated
efficiently and in an appropriate manner.
● Maintaining excellent verbal communication skills with the ability to communicate effectively
with technical and non-technical colleagues at all levels in the organisation.
Achievements
● Managed and oversaw to completion various web development projects
● Managed in house projects, Annual Winter Cake Tasting Affair (2011, 2012) and Flavours of
Harare Expo 2011 featured in the local newspapers (www.grocerytalk.wordpress.com/about).
Post held:
Administrator/Webmaster
Organisation: VisiblyHEARD
Oct 2009 to July 2010
Duties and Responsibilities included:
● Contributing to the layout of the company’s website and maintaining it by changing text and
images to give constant updates to website visitors;
● Graphic designing using Corel draw and Macromedia Fireworks;
● Maintain Inventory Of Software, Hardware & Licenses;
● Writing and editing web content
● Designing webpage layout
● Determining technical requirements
● Updating websites
● Creating back up files
● Solving code problems
Achievements
Designed in house website and digital social marketing campaigns.
Post held:
Organisation:
IT Service Desk Assistant
Metropolitan Bank
Dec 2008 to July 2009
Duties and responsibilities included:
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To provide 1st and 2nd level desktop support for IT infrastructure within the organisation by
way of administration of infrastructure and network services.
To ensure that all Service desk calls, including problems, requests for advice or assistance,
training and new IT requirements, are appropriately attended to.
To provide training and guidance on the organisation’s ICT systems and document technical
instructions for ICT users.
Facilitate communication between users and IT Helpdesk ensuring that problems are
attended to.
Ensure the continuing operation and optimization of the Metropolitan Bank area Network
including servers, routers, switches, hubs, backup devices, cabling, operating systems,
email/internet, printing, windows updates and virus protection
Disaster recovery systems design, implementation and Network maintenance.
Identify & implement hardware & software opportunities to enhance productivity and
efficiency.
Troubleshoot Network Faults
Maintain Inventory Of Software, Hardware & Licenses
Research and development of ICT systems
Achievements
Developed experience in Globus banking system, SQL server and database procedures. Metropolitan
Bank offered a Personal Development Program, which enabled me to develop my skills in the
workplace as this as first employment opportunity in order to gain experience away from the learning
environment.
