c
chilled_coconut

Sanele S

@chilled_coconut

Trade Partner Service Desk Agent

Afrique du Sud
Zoulou, Anglais
Certaines informations sont présentées en anglais.
À propos de moi
I am an Operations and Administrative Support professional with 1.5 years of experience in a compliance-driven contact centre. I have demonstrated career growth from General Agent to Expert Agent and Trade Partner Service Desk, supporting Vodacom Store operations. I am known for accuracy and reliability.... Plus d’infos

Compétences

c
chilled_coconut
Sanele S
hors ligne • 
Temps de réponse moyen de 1 heure

Voir mes services

Assistance générale
I will provide virtual assistant and admin support services
De5 $US / projetPlus de détails

Expérience professionnelle

NTT_DATA

TRADE PARTNER SERVICE DESK AGENT

NTT DATA • Temps plein

Sep 2024 - Present • 1 yr 8 mos

TRADE PARTNER SERVICE DESK AGENT (BACK OFFICE – VODACOM STORES) Merchants (Vodacom Account) – Johannesburg December 2025 – Present • Serve as a dedicated back-office support agent for Vodacom Trade Partners and retail stores, resolving escalated operational and technical queries. • Process and manage store-level requests including stock queries, system issues, account-related escalations, and service activations. • Liaise between Vodacom retail stores and internal departments to ensure timely resolution of partner-facing issues. • Maintain accurate documentation and audit trails for all trade partner interactions and case outcomes. • Apply expert-level product and system knowledge to handle complex, non-standard queries that require specialist judgment. Key Exposure: B2B back-office operations, trade partner support, escalation handling, specialist case management. EXPERT AGENT – CONNECTIVITY SPECIALIST Merchants (Vodacom Account) – Johannesburg November 2025 – December 2025 • Promoted to Expert Agent status in recognition of demonstrated technical knowledge and consistent performance excellence. • Handled the most complex connectivity escalations and technical support queries, including fibre, LTE, and broadband service issues. • Mentored peers on connectivity troubleshooting processes and CRM best practices. • Served as a point of reference for junior agents on escalation procedures and quality compliance. Key Exposure: Expert-level technical support, peer mentoring, complex escalations, connectivity troubleshooting. CONNECTIVITY AGENT Merchants (Vodacom Account) – Johannesburg September 2025 – November 2025 • Specialised in diagnosing and resolving customer connectivity issues including fibre, LTE, and fixed broadband services. • Captured and updated technical case records on CRM with precision, ensuring audit readiness and SLA compliance. • Performed end-to-end case tracking and customer follow-ups to confirm resolution and close tickets effectively.