Assurance Administrator Resume Example

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Rachel Nathan

Quality Assurance/Administrator

Summary

Currently looking for a new and challenging position within any sector, growing within the company where I can continue to learn and take on additional responsibilities and enhance my existing skills and acquire new skills.

Skills

  • Computer Literacy – Microsoft Word, Excel, PowerPoint, Outlook, Internet Explorer, RS Debtors, Cactus.Net, CRM Quality Assurance/Control – Administrative Skills – Numerical Skills – Communication Skills – Time Management – Group Effectiveness

Work Experience

Assurance Support Analyst

CMC Networks

Present

  • Analyse statistical information and graphing from CMC Internal Systems
  • Perform analysis of raw data and convert to customized reports
  • Develop trends on performance on all measured performance criteria
  • Assist Management with High Level Professional Vendor and Client interaction during meetings and teleconference/video conference
  • Assist with Incident Escalation internally and with Vendors
  • Analyse Incident Trends, create and manage problem tickets
  • Provide High Quality Feedback to Customers
  • Ensure SLA Reporting Formats are correctly customized to meet customer requirements
  • Ensure Monthly SLA Reports are created, checked and submitted timeously to Customers and Account Managers
  • Ensure credit is submitted for lines that have breached MttR
  • Conduct Daily/Weekly meetings with SLA Teams to identify possible problems and create action plans with timelines to resolve
  • Manage Customer and Supplier Escalations and update them periodically during Major Incidents, Problem and Change Life Cycle
  • Trend Analysis

Sales; Online & Partner Channel Administrator

Nashua Mobile

Nov 2014

  • Managing relationship between Nashua Mobile and Outsourced Call Centres
  • Handling Outsourced Call Centre queries
  • Quality Assuring Outbound Call Centre Calls
  • Allocating leads to Sales Consultants
  • Generating Reports for Partners on a daily basis
  • Managing Partner Channel / Internal Sales mailbox
  • Managing and Distribution of Online Leads
  • Advancing deals stuck on the system
  • Loading loyalty programs on new lines / upgrades
  • Loading new deals for new customers
  • Loading upgrades on existing lines
  • Handling Loyalty program queries
  • Resolving Client queries
  • Capturing Credits & Processing Refunds
  • Loading Hardware Orders
  • Loading Migrations
  • Creating Manual Debits
  • Invoicing clients where required
  • Deactivation /Activation of lines
  • Liaising with Distribution/Warehouse to book back devices into stock
  • Receiving devices from clients & booking them back into stock
  • Updating daily statistics as well as relevant Weekly/Monthly reports on the U-drive
  • Constant feedback and follow-ups are given to relevant individuals

Technical Support Agent

Mint Management Technologies

Sep 2011

  • Assisting with technical problems / errors experienced with the application or device
  • Monitor ‘Synch Failures’ for all allocated clients
  • Monitoring Inactivity
  • Setting up devices
  • Installing of the application on devices
  • Upgrading the application to the newer version
  • Downloading and synchronizing the application
  • Preparing the software onto SD cards
  • Testing of Sim Cards
  • Liaising with MTN for connectivity
  • Generating Inactivity Reports
  • Setting up of email accounts
  • Provide verbal and written feedback to clients
  • Action received email / telephone requests
  • Courtesy Calls
  • Open, assign, update and complete cases created on the CRM system
  • Checking of faulty devices and booking them in for repairs

Corporate Customer Care

Matrix Vehicle Tracking

Nov 2007

  • Responsible for 15 VIP Corporate Clients
  • Liaising daily with Fleet Managers and visiting them on a regular basis
  • Testing and arranging repairs to all faulty tracking units
  • Arranging new installations
  • Liaising daily with all Fitment Centres Nationwide
  • Creating invoices for Fitment Centres
  • Investigating and resolving all account queries
  • Generating and Compiling Reports
  • Explaining the product
  • Data Capturing
  • Liaising with Internal Departments
  • Handling general queries
  • Involved in training new staff members

Debtors Administrator

Matrix Vehicle Tracking

Oct 2006

  • Solving Billing/Account Queries
  • Issuing Credits, Refunds & Reconciliations
  • Explaining Account Transaction & Balances
  • Client Retention
  • Issuing Invoice Statements
  • Updating of client’s details
  • Taking Inbound calls and resolving queries
  • Making Outbound Calls

Call Centre Agent

Dimension Data

May 2006

  • Billing Queries
  • Assisting clients with Technical & Connectivity issues
  • Website Navigation & Product Purchase
  • Educating members on securing Online Accounts
  • Reactivation & Cancellation of Accounts
  • Product Sales & Up Selling DSL Connections
  • Resetting of passwords and updating client information

Data Capturing

Ekurhuleni Department of Education

Nov 2004

  • Capturing of data
  • Loading Contracts

Education

Matric

San Jose State University

Dec 1999

Basic Business Certificate

Northeastern University

Dec 2000

Languages

  • English
  • French
  • Arabic
  • German

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