Richie Willis Machingura
Coventry,United Kingdom
Summary
Experienced technical support specialist with a strong proficiency in Windows 10, TCP/IP, and Mac systems. Adept at troubleshooting technical issues and resolving customer complaints efficiently, ensuring high levels of customer satisfaction. Skilled in software diagnosis, user credential management, and call handling, with a proven track record in ticket support system management. Committed to enhancing technical troubleshooting capabilities and advancing career goals within the IT support sector.
Overview
15
15
years of professional experience
Work history
Customer service advisor
Financial Ombudsman Service
COVENTRY, West Midlands
11.2024 - Current
- Handled high volume of calls daily for faster issue resolution.
- Guided customers through troubleshooting process with patience and clarity.
- Enhanced brand loyalty, provided excellent service at all times.
- Improved customer satisfaction by promptly addressing queries and complaints.
- Logged customer complaints accurately, expedited corrective actions effectively.
- Resolved pressing customer issues, ensured repeat business.
- Monitored team's adherence to company policies, promoted a collaborative work environment.
Technical Support Advisor
Shell Energy
Coventry, United Kingdom
05.2023 - 08.2024
- Assising Customers with broadband diagnosis.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to Type technical support needs.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted with updating technical support best practices for use by team.
- Promoted efficiency among departments with prompt resolution of system issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Monitored systems in operation and quickly troubleshot errors.
- Monitored system performance to identify potential issues.
Substitute Teacher
Avon Valley School And Performing Arts College (Justteachers Agency)
Coventry, United Kingdom
01.2023 - 05.2023
- Conducting lessons in classrooms with at least 20 students on average.
- Upholding classroom routines to support student environments and maintain consistent schedules.
- Following classroom plans left by class teacher to continue student education and reinforce core concepts.
- Keeping students on-task with proactive behavior modification and positive reinforcement strategies.
- Keep accurate and current attendance records and assignment sheets to maintain file compliance.
- Provide instructions for students in core subject areas for over 6 different subjects.
- Incorporate technology into learning to enhance student engagement and learning.
Online English Teacher (TEFL)
Pangea Services(EF International Language Campuses)
Cape Town, South Africa
09.2018 - 11.2022
- Adapted to teaching material and fully engage learners
- Motivated and inspired students to achieve goals and given tasks.
- Identified students’ strengths and weaknesses and facilitate their spoken skills
- Used readily available technology such as virtual whiteboards and screen-sharing to supplement teaching
- Strived to improve and develop teaching styles.
- Skilled at working independently.
- Was self-motivated, with strong sense of personal responsibility.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Taught between 7 to 10 one hour lessons daily.
- Conducted individual private lessons and group lessons with at least 10 students on average.
Customer Service Trainer
Teleperfomance SA (Npower)
Cape Town, South Africa
02.2016 - 06.2018
- Introduced new employees to their new roles, within Teleperfomence SA.
- Delivered training on support tools and system programs (e.g SAP CRM)
- Developed digital and printed educational material (e.g videos and slideshows)
- Conducted role-playing activities to develop interpersonal skills (e.g negotiation, teamwork and conflict management)
- Cross-trained and backed up other customer service managers.
- Collected data on program efficacy through data analysis and implemented solutions for improvement.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Gathered feedback from team and department leaders to devise new training materials targeted on current needs.
Technical Support Representative
Amazon.com (Amazon Prime & Kindle)
Cape Town, South Africa
01.2011 - 12.2015
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Resolved and attended to at least 15 ticketed issues per day.
- Translated complex technical issues into digestible language for non-technical users.
- Managed high levels of call flow and responded to Kindle technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided simultaneous analytical duties for over 1000 websites and online assets.
Customer Service Representative
Amazon.com (South African Branch)
Cape Town, South Africa
03.2010 - 01.2011
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
Education
Some College (No Degree) - English-as-a-Second-Language Education
The TEFL Academy Foundation
High School Diploma, GCSE -
Lord Malvin High School
Skills
- Technical Support
- Windows 10
- TCP/IP
- Software Diagnosis
- Mac Systems
- Troubleshooting Technical Issues
- Customer Complaint Resolution
- Microsoft Outlook
- Adobe and Adobe Flash
- Ticket support system management
- Complaint resolution
- User credential management
- Call handling
- Technical troubleshooting
Languages
English
Native language
English
Native
Xhosa
Intermediate
Gaps
- 2007 -2009 (unemployeed)
Timeline
Customer service advisor
Financial Ombudsman Service
11.2024 - Current
Technical Support Advisor
Shell Energy
05.2023 - 08.2024
Substitute Teacher
Avon Valley School And Performing Arts College (Justteachers Agency)
01.2023 - 05.2023
Online English Teacher (TEFL)
Pangea Services(EF International Language Campuses)
09.2018 - 11.2022
Customer Service Trainer
Teleperfomance SA (Npower)
02.2016 - 06.2018
Technical Support Representative
Amazon.com (Amazon Prime & Kindle)
01.2011 - 12.2015
Customer Service Representative
Amazon.com (South African Branch)
03.2010 - 01.2011
Some College (No Degree) - English-as-a-Second-Language Education
The TEFL Academy Foundation
High School Diploma, GCSE -
Lord Malvin High School
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