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Incident Coordinator at XBC Networks
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Competencies
Skilled in coordinating and resolving incidents efficiently to ensure business continuity and customer satisfaction.
Proven ability to manage high-pressure situations and deliver timely solutions to clients.
Experienced in providing hardware and software troubleshooting at frontline support levels.
Proficient in overseeing device performance and service trends for proactive incident prevention.
Education
Languages
Summary
Dedicated professional with over 12 years of experience in incident management, technical support, and service optimization within call center environments. Adept at minimizing downtime and enhancing customer satisfaction.
Key Achievements
- Managed high-volume incident resolution, ensuring minimal downtime and improved customer satisfaction.
- Supervised regional incident management systems, optimizing workflows across multiple client accounts.
- Provided frontline IT support, maintaining high call quality standards and efficient ticket resolution.
Experience
Incident Coordinator (Call Centre)
Manage high-volume, end-to-end incident coordination to ensure quick service resolution and uptime for customers.. Oversee device performance and service trends utilizing FM Audit and remote connection software.. Log, classify, and track high-priority incident tickets and critical supply requests received via telephone, email, and automated audit tools.. Execute manual calculations to process and coordinate precise supply orders for end-users.
Incident Coordinator (Call Centre)
Supervised and optimized the regional Incident Management system (Astea Dispatch Console) across multiple client accounts.. Directed the daily schedules and real-time whereabouts of Field Service Agents, prioritizing assignments by location, ticket urgency, and agent skill.. Actively managed service level agreements (SLAs), triggering automated and manual notifications to internal and external stakeholders to prevent operational breaches.. Maintained clear, consistent communication channels with field agents regarding ticket status updates.. Provided premium front-line customer service, delivering transparent progress updates and reassuring clients during active system downtimes.. Owned the escalation lifecycle, investigating service gaps and generating comprehensive resolution reports to rebuild customer trust.. Resolved technical and service calls directly on behalf of field technicians to streamline closure rates.
Desktop Technician (Contract Learnership)
Provided foundational, front-line IT end-user support and hardware troubleshooting.. Logged and resolved incoming technician tickets while maintaining strict call quality standards.