Experience

TeamSupport

• United States
• Software Development
• 1 - 100 Employee

• Team Lead

  • Nov 2017 - Present

• Customer Support and Quality Assurance Representative

  • Aug 2016 - Present



Mastercard

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior 2nd Line White Label Support Analyst (Apr 13 – July 16)

  • Apr 2013 - Jul 2016

  * Set up customers accounts in a Test and Stagging environment.* Ensure that all account activations, password resets and the -addition of user preferences are done promptly and in line with company procedures.* Provide support to customers using all DataCash Acquirer Support Systems and Gateways.* Resolve login problems and IP filtering problems.* Ensure that any anomalies returned in the DataCash error report are investigated and the client contacted accordingly.* Updating information and following up on queries.* Ensure that all notifications are updated on Reporting.* Escalated incidents which require feedback from Operations or Development are followed up on, and the client kept informed with regards to the progress.* Ensure that all daily tasks assigned are actioned within the SLA and check reports for correctness * Check full card number access requests forms and set up as required.* Check all systems once rollout is completed and report any errors to the Department Manager.* Ensure that all telephone calls are answered in a professional manner.* Ensure that incidents are created, and correctly updated, for any queries received via phone.* Make sure that all incidents are responded to within the required SLA.* Update incidents with the information that is accurate and informative to prevent incidents from going back and forth.* To accurately understand any client requests, identify the problem, action appropriately, supply information in a concise and professional manner.* At all times display professionalism when dealing with internal and external customers.* Extensible Markup Language (XML) investigations and trouble shooting * User Acceptance Testing* Offer 2nd line technical support to all White Label Acquires, Merchants and Internal Departments.* Knowledge sharing and Training assistance* Department 2IC when Team Leader is not available. Show less

• Support Analyst – Technical Support (May 12 – Mar13)

  • May 2012 - Mar 2013

  * Set up customers accounts in a Test and Stagging environment.* Ensure that all account activations, password resets and the -addition of user preferences are done promptly and in line with company procedures.* Provide support to customers using all DataCash Systems and Gateways.* Resolve login problems and IP filtering problems.* Ensure that any anomalies returned in the DataCash error report are investigated and the client contacted accordingly.* Updating information and following up on queries.* Ensure that all notifications are updated on Reporting.* Escalated incidents which require feedback from Operations or Development are followed up on, and the client kept informed with regards to the progress.* Ensure that all daily tasks assigned are actioned within the SLA and check reports for correctness * Check full card number access requests forms and set up as required.* Check for DPG password extensions request forms an set up as required.* Check all systems once rollout is completed and report any errors to the Department Manager.* Ensure that all telephone calls are answered in a professional manner.* Ensure that incidents are created, and correctly updated, for any queries received via phone.* Make sure that all incidents are responded to within the required SLA.* Update incidents with the information that is accurate and informative to prevent incidents from going back and forth.* To accurately understand any client requests, identify the problem, action appropriately, supply information in a concise and professional manner.* At all times display professionalism when dealing with internal and external customers.* Extensible Markup Language (XML) investigations and trouble shooting * User Acceptance Testing Show less

• Central Fraud and Collusion Agent – Poker Specialist (July 08 – Apr 12)

  • Jul 2008 - Apr 2012

  * Screen all new account registrations and cash in for fraud and collusion.* Resolving operator calls.* Delegating to further departments.* Assisting operators with any fraud and collusion queriesBrief Job Description: Analyze data within Excel. Investigate for possible fraud syndicates by analyzing common attributes and trends. Investigate for any links via their IP address and hardware identifiers. Investigate for foul game play, collusion or chip dumping/money laundering. Analyze financial data to ensure no fraudulent accounts are linked to any new players. Compile reports of fraudulent findings. Submit results to various Gaming operators and 3rd Parties for further action. Show less



Ongame Network

• CBD - Cape Town

• Call Centre/Customer Loyalty Agent - (October 2005 – June 2008)

  • Oct 2005 - Jun 2008

  * To offer the best Customer and technical support to online poker players. * Resolving of customer enquiries, via telephone calls, emails, and online chat support * Delegating to further departments. * To promote the good name of our client to our players. * To offer the best Customer and technical support to online poker players. * Resolving of customer enquiries, via telephone calls, emails, and online chat support * Delegating to further departments. * To promote the good name of our client to our players.



AAA Speedy Locksmiths

• Century City -Cape Town

• Call Centre/Techincal Support Agent - (July 2004 – September 2005)

  • Jul 2004 - Sep 2005

  * Handling of emergency Locksmith call outs * Handling of emergency Plumbing call outs * Handling of emergency Electrical call outs * Handling calls from the Insurance Companies * General Public relations, and customer services, * Dispatching of technicians. * Follow up calls * Capturing of all records on Pastel * Assisting and retrieving of outstanding debt. * Handling of emergency Locksmith call outs * Handling of emergency Plumbing call outs * Handling of emergency Electrical call outs * Handling calls from the Insurance Companies * General Public relations, and customer services, * Dispatching of technicians. * Follow up calls * Capturing of all records on Pastel * Assisting and retrieving of outstanding debt.



Woolworths

• South Africa
• Retail
• 700 & Above Employee

• New Business Agent/Call Centre Agent - (April 2000 – September 2004)

  • Apr 2000 - Sep 2004

  * Admin related duties on Programs such as Word, Excel, Microsoft Outlook, Internet, * Data Capturing of new accounts * General administration * Resolving and attending To Customer relations * Customer care, Branch enquiries * Escalating queries and delegating * Maintaining the standard of customer services * Promotions and marketing * Multi skilled in various departments when needed * Admin related duties on Programs such as Word, Excel, Microsoft Outlook, Internet, * Data Capturing of new accounts * General administration * Resolving and attending To Customer relations * Customer care, Branch enquiries * Escalating queries and delegating * Maintaining the standard of customer services * Promotions and marketing * Multi skilled in various departments when needed



Credit Collect CC

• Milnerton - Cape Town

• Debt Collector/General Office Assistant - (January 2004 – July 2004)

  • Jan 2004 - Jul 2004

  * Data capturing of all records * Physical collections of outstanding debt * Telephonic collections, of outstanding debt * Issuing of cession letters * Issuing of Summonses, * General administration, filing * General office admin duties * Data capturing of all records * Physical collections of outstanding debt * Telephonic collections, of outstanding debt * Issuing of cession letters * Issuing of Summonses, * General administration, filing * General office admin duties



Credit Collect CC

• Milnerton - Cape Town

• Debt Collector/General Office Assistant - (June 1999 – December 1999)

  • Jun 1999 - Dec 1999

  * Data capturing of all records * Physical collections of outstanding debt * Telephonic collections, of outstanding debt * General administration, filing * General office admin duties * Data capturing of all records * Physical collections of outstanding debt * Telephonic collections, of outstanding debt * General administration, filing * General office admin duties