Technology
Fanuel Wagiwa
Přelouč
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
6
6
Certifications
1
1
Language
Work History
Customer Tech Consultant
AT&T Global Network Services
07.2020 - Current
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Provided ongoing support to clients post-implementation, ensuring long-term success of implemented solutions.
- Improved client satisfaction by effectively managing multiple projects and consistently meeting deadlines.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Managed customer relationships and provided exceptional customer service, resulting in a large number of customer retention rate
- Provided excellent customer service and resolved customer issues, resulting in a 5-star rating on customer satisfaction surveys
- Conducted customer surveys and focus groups to identify customer needs and preferences, resulting in improved customer satisfaction
- Provided advice and guidance to clients on a range of topics, including strategy development, process improvement, and organizational change
- Assisted clients in navigating complex industry challenges, offering expert guidance and strategic recommendations.
- Enhanced communication among team members, fostering a collaborative and supportive work environment.
- Mentored junior consultants, fostering professional growth and building strong team dynamics.
Customer Care Support Specialist
NSCGLOBAL (outsourcing For AT&T)
12.2018 - 06.2020
- Developed and maintained customer service support systems to streamline customer interactions and increase customer satisfaction
- Trained customer service agents on customer service best practices, resulting in an improvement in customer support quality
- Resolved customer inquiries in a timely manner, resulting in an 100% satisfaction rating
- Developed and maintained customer service policies and procedures to ensure customer complaints are handled consistently and efficiently
- Collaborated with cross-functional teams to ensure customer inquiries are handled in a consistent manner and customer needs are met
- Utilized customer feedback to recommend improvements to existing products and services
- Developed and implemented customer service training programs to ensure customer service representatives are knowledgeable and up-to-date on products and services
- Maintained and monitored VPN related issues for internal customers and escalated un resolved issues to the higher level of support
- Assisted with Cisco Webex meeting and teams applications password resets and basic troubleshooting
Civil Track Worker
National Railways Of Zimbabwe
08.2007 - 04.2013
- Inspection and Monitoring:Regularly inspect tracks, rails, and track beds for signs of wear, damage, or defects. Use specialized equipment to detect and measure track alignment, gauge, and surface conditions.
- Maintenance and Repairs:Perform routine maintenance tasks such as tightening bolts, replacing worn or broken rails, and lubricating joints. Repair damaged tracks, including replacing sleepers (ties), rails, and other components. Clear debris, vegetation, and obstructions from tracks and surrounding areas.
- Track Construction:Assist in the construction of new tracks, including laying rails, sleepers, and ballast. Install and align tracks according to engineering specifications and standards.
- Safety and Compliance:Adhere to safety protocols and regulations to prevent accidents and injuries. Implement safety measures such as signaling, flagging, and setting up barriers around work sites. Ensure compliance with railway industry standards and guidelines.
- Use of Equipment and Tools:Operate and maintain heavy machinery such as track-laying machines, ballast regulators, and tampers. Use hand tools and power tools for various tasks, including cutting, welding, and grinding.
- Collaboration and Communication:Work as part of a team, often coordinating with other railway staff such as engineers and signal operators. Communicate effectively with supervisors and colleagues to ensure tasks are completed efficiently and safely.
- Documentation and Reporting:Keep accurate records of inspections, maintenance activities, and repairs. Report any significant issues or hazards to supervisors for further action.
- Weather and Environmental Considerations:Work in various weather conditions, often outdoors, and sometimes in remote or challenging environments. Implement measures to protect tracks and infrastructure from environmental damage, such as erosion control.
- Contributed to the smooth operation of train services by promptly addressing any issues that arose during track inspections or maintenance activities.
- Promoted a culture of safety among team members through constant communication and reminders about best practices during track work activities.
- Enhanced track performance through timely maintenance and repair of rails, ties, and other components.
- Cleaned around tracks and completed important repairs to achieve maintenance targets.
Education
High School Diploma -
Cherutombo High School
Zimbabwe 04.2001 -
Skills
Attention To Detail
Problem Solving
Agile Methodologies
Project Management
Communication
Performance Monitoring
Teamwork and Collaboration
Computer Skills
Certification
Microsoft Azure
Interests
Books
Football
Affiliations
Project Management Institute
walking , jogging , watching documentaries
After a long days of work i cool down by just taking a walk , taking some fresh air and relaxing my mind
Watching documentaries makes me imagine an envision how things were done or produced .
I do jogging to keep my mind and body in shape and to stay mentally fit and active
Timeline
Customer Tech Consultant
AT&T Global Network Services
07.2020 - Current
Customer Care Support Specialist
NSCGLOBAL (outsourcing For AT&T)
12.2018 - 06.2020
Civil Track Worker
National Railways Of Zimbabwe
08.2007 - 04.2013
High School Diploma -
Cherutombo High School
04.2001 -
Microsoft Azure
Certified Associate in Project Management
Project Management Professional
Computer Network Fundamentals
Agile Evolved- The Big Picture
OPSWAT Introduction to Critical Infrastructure Protection (ICIP)
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