Wayne Mackrill

IT Support Specialist at SnapScan
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Contact Information
us****@****om
(386) 825-5501
Location
City of Cape Town, Western Cape, South Africa, ZA

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Credentials

  • Foundation Level Threat intelligence Analyst
    arcX
    Feb, 2023
    - Nov, 2024
  • Cisco Certified Network Associate Routing and Switching (CCNA)
    Cisco
    Apr, 2019
    - Nov, 2024

Experience

  • SnapScan
    • Information Technology & Services
    • 1 - 100 Employee
    • IT Support Specialist
      • Oct 2021 - Present

  • Frogfoot
    • South Africa
    • Telecommunications
    • 200 - 300 Employee
    • Level 1 NOC Engineer
      • Apr 2020 - Sep 2021

      A self-motivated junior network engineer dedicated to ensure connectivity across multiple channels including fibre and wireless. A self-motivated junior network engineer dedicated to ensure connectivity across multiple channels including fibre and wireless.

  • MMI HEALTH
    • South Africa
    • 1 - 100 Employee
    • Team Leader
      • Jan 2013 - Apr 2020

  • CareCross Health
    • South Africa
    • Wellness and Fitness Services
    • 1 - 100 Employee
    • Client Service Co-ordinator
      • Dec 2012 - Apr 2020

      Ensure that customer enquiries are dealt with in accordance with the performance and service standards as laid down by CareCross, including SLA monitoring with relevance to call volumes as well as correspondence received.Personally deal with more complex enquiries, including complaints and member enquiries, in accordance with set procedure. Assessing live calls in order to reward exemplary behaviour as it occurs and to identify areas that may require coaching in order to improve the customer experience. Responsible for the management, organisation and co-ordination of the day to day work of a team of customer service officers within CareCross customer services centre to deliver the highest standards of services to customers. Ensure the customer services centre is adequately resourced by liaising with relevant staff and planning resources effectively. Ensure that customer service officers achieve the required performance targets and standards in accordance with the business plan. Monitor and report progress and performance, provide feedback and take appropriate corrective action. Ensure that personal targets and deadlines are met. Challenge current methods of service delivery and identify, recommend and implement improvements. Keep up to date with customer services centre best practice to improve customer satisfaction and reduce costs. Undertake customer surveys, consultation, exit surveys and elicit feedback on services in order to improve service delivery. Show less

  • Discovery
    • Health Provider Team Leader
      • Dec 2011 - Nov 2012

    • Health Provider Call Center Agent
      • Jan 2011 - Nov 2011

    • Client Service Call Center
      • Jun 2010 - Dec 2010

    • Claims Capturer
      • Jun 2009 - May 2010

  • South African Airways
    • South Africa
    • Airlines and Aviation
    • 700 & Above Employee
    • Cabin Crew Member
      • Jun 2000 - Jun 2008

Education

  • Belgravia Senior Secondary
    Senior Certificate
    1990 - 1994
  • Belgravia Senior Secondary

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