Pax Divitiae Customer Experience Manager is responsible for designing, implementing, and optimizing strategies to enhance customer satisfaction and loyalty. My role involves collaborating with various departments internal and external to ensure seamless customer interactions, analyzing customer feedback, and implementing initiatives that contribute to a positive customer journey. By focusing on enhancing customer satisfaction, loyalty, and overall experience, they contribute to the long-term success and growth of the business. My role requires a combination of strategic thinking, analytical skills, communication prowess, and a genuine passion for delivering outstanding customer experiences.

Oversee the provision of service activities on company systems including installation, discontinuance, relocation, diagnosis, and emergency repair while managing configurations and providing Windows Server Support (2003 & 2012). Minimise equipment downtime, provide on-the-job training and strategic direction to Field Engineers, and monitor activities to ensure client satisfaction. Support the organisation’s client base and effectively demonstrate and install software and immensely contribute to the resolution of problems. Coordinate computer operations and lead the management of projects to ensure that deliverables meet established requirements. Conduct hardware and software tests, provide support to users, and maintain as well as update applications and operating systems. Monitor all services and servers, spearhead problem management for all returning incidents and provide strategic leadership and mentorship to junior staff. Act as the Team Supervisor and produce management reports and provide strategic advice including training to analysts and support teams with system investigations and support processes. Ensure that all incidents and support requests are addressed within established SLA and OLA levels and add as well as document all knowledge gained to the client’s knowledge base.

Oversaw the management of incoming incidents on the ITSM software while providing high-quality telephone and remote support for the timeous resolution of incidents. Championed the provision of excellent customer service and collaborated with key personnel within Edcon IT operations to drive problem resolution and contribute to a growing knowledge network. Liaised with team members and facilitated knowledge sharing and upskilling and logged as well as managed support incidents with internal and external 3rd tier support teams. Contributed to process improvement, participated in troubleshooting functional application problems and user account issues, and provided configuration training for customer service personnel. Offered conventional support services for product applications and developed as well as implemented training programmes for all services for first line and second line personnel. Documented and published material related to training and provided suggestions and ideas to improve support processes.

Provided remote support and oversaw the maintenance of calls on the Remedy software. Supported and configured the Windows- based POS application, provided Database Support Administration (SQL), and managed SQL usage and replication. Managed active directory users and computers, as well as performed EFT device troubleshooting for FNB and configured TCP and IP addresses. Conducted server administration, installed and oversaw the troubleshooting of hardware and software, and supported as well as configured Citrix (Microsoft Outlook). Provided support to users nationally across all Edcon stores and supported Bytes Technicians nationally with installation and technical troubleshooting methods as well as problem-solving. Oversaw the configuration of printers, monitored the service desk and supported third-party applications (Vision and Wanscan).

Logged calls on the ITSM software, compiled spooling mainframe reports (Vision), and assisted users remotely. Logged incidents to 3rd party call center, followed up on the resolution of incidents and ensured all incidents are routed to the correct support teams on the ITSM software. Handled user queries and conducted password resets (Retek, Active Directory, Oracle 11i, MRO & Vision), and managed the intranet’s user administration.