Navah J.
Mid-Level IT Support Consultant
Open to offersNew to PlatformAbout
Navah J. is a seasoned professional based in Cape Town, South Africa, bringing extensive expertise in customer service management and IT support. With a distinguished career at Korbicom/Dye & Durham, she excelled as a 1st Tier IT Support Consultant, managing inbound requests and maintaining customer databases. Her role involved technical issue triage, identity access management, and facilitating smooth ticket escalations, emphasizing her proficiency in technical and accounting support. Previously, at Achievement Awards in the Senior Customer Care Administrator role for the Standard Bank Campaign, Navah resolved high-level complaints, provided expert consultations to corporate clients, and ensured compliance with industry standards. Her career started at New Clicks Musica, progressing through roles at Kevro Pty Ltd and DHL Express International, where she honed her skills in sales administration and customer care supervision, demonstrating her command over business processes and her capacity to mentor junior staff effectively. Fluent in English and Afrikaans, she remains committed to fostering a service-driven culture and maintaining high-performance benchmarks in all her engagements.
Experience
IT Support Consultant - Technical & Accounting
Korbicom/Dye & Durham · 2022 — 2025Handled inbound requests through phone, email, live chat, and web portals. Conducted targeted inquiries to gather technical symptoms. Documented user details and incident descriptions within the ticketing system. Managed customer databases to ensure up-to-date records, including history and communication logs. Categorized and prioritized incoming service requests. Performed password resets and unlocked Windows Active Directory accounts. Assisted with basic application configurations and minor software installations. Transferred unresolved tickets to Tier 2 or Tier 3 teams with comprehensive context logs. Made efforts to resolve routine issues during the first contact to minimize downtime.Senior Customer Care Administrator & Consultant - Standard Bank Campaign
Achievement Awards · 2021 — 2022Addressed high-level complaints by intervening in complex customer disputes that junior agents were unable to resolve. Provided expert consultations regarding product, service, and policy guidance to high-value corporate clients. Collaborated with various departments to investigate systemic issues related to billing, delivery, and account errors. Ensured that all interactions and accounts adhered to industry legislation and governance frameworks. Managed databases to keep records, history, and communication logs accurate. Monitored service metrics by tracking statistical data, observing service trends, and creating performance reports. Offered operational direction and mentoring to call center agents and walk-in consultants. Evaluated agent interactions across communication platforms to uphold quality standards. Promoted a service-driven culture emphasizing empathy and proactive solutions.Sales Administrator/Customer Care Supervisor
Kevro Pty Ltd (Barron) · 2017 — 2020Managed customer service inquiries through telephone and email regarding delivery, invoicing, and stock availability while coordinating with production, warehouse, and shipping departments. Generated invoices and credit notes, and maintained Excel spreadsheets alongside other administrative tasks. Handled general administration, including typing, copying, and filing tasks. Provided reception coverage during absences, managing front desk duties and answering calls. Executed additional duties assigned by the Administration Manager.Senior Customer Care Agent
DHL Express International · 2016 — 2017Acted as a peer mentor for customer service associates and representatives. Maintained performance standards based on established call center metrics, including turnaround times. Analyzed customers’ purchasing behaviors relating to the company’s business objectives. Worked independently while integrating into team environments. Interviewed customers skillfully to recommend suitable banking products and services. Collaborated with different business lines to identify sales opportunities and enhance customer experience. Processed complex transactions, including changes in account ownership and estate assignments.Store Supervisor & Vodacom Customer Care Consultant
New Clicks Musica · 2009 — 2011Gained supervisory experience within a high-volume call center. Worked alongside peers and other departments to meet departmental goals focused on customer satisfaction. Interfaced with various departments to fulfill customer satisfaction objectives. Utilized business writing and presentation skills as required. Ensured adherence to processing, retention, and compliance related to departmental administrative forms and records. Reviewed telephone activity reports to establish objectives aimed at improving the skill sets of Customer Care Representatives, thereby enhancing productivity and service levels. Developed a high-performance team of inbound service associates and tracked performance metrics, including attendance and punctuality.
Skills & Expertise
Education
- MatricSouth Peninsula High Secondary · — — 2009
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