Summary
Overview
Work History
Education
Skills
Accomplishments
References
Languages
Languages
Timeline
Generic

AITKENS N MAINGA

Windhoek

Summary

Proven Client Service Consultant at Sifanu Financial Services, adept in technical troubleshooting and fostering client relationships. Demonstrated ability to enhance customer satisfaction through expert resolution of complex issues, leveraging analytical and communication skills. Achieved significant improvements in client service delivery, underpinned by a strong foundation in legal services and technical support.

Overview

7
7
years of professional experience

Work History

Spectra Helpdesk Agent

MTC
Windhoek
05.2024 - Current
  • Troubleshot daily on Spectra client issues, supporting multiple departments, and various offices.
  • Interfaced with third-party vendors for problem resolution when necessary.
  • Used remote login tools to assist clients with technical and product questions.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
  • Researched, documented, and escalated support cases to higher levels of support when unable to resolve issues using available resources.

Contact Center Advisor

MTC
Windhoek
07.2021 - 04.2023
  • Handling incoming calls and addressing customer emails promptly
  • Managing and resolving customer complaints efficiently
  • Conducting product sales and processing customer orders in the computer system
  • Identifying and escalating issues to supervisors when necessary
  • Providing comprehensive product and service information to customers
  • Conducting research using available resources to address inquiries
  • Utilising applicable software to research, identify, and resolve customer complaints
  • Processing orders, forms, and applications accurately
  • Directing calls to appropriate resources as needed
  • Documenting all call information in accordance with standard operating procedures
  • Recognising, documenting, and alerting the management team to trends in customer calls
  • Following up on customer calls when required
  • Upselling products and services where applicable
  • Completing call logs and generating reports
  • Fulfilling any other duties as assigned

Client Service Consultant

Sifanu Financial Services
Windhoek
05.2019 - 12.2019
  • Assessing, evaluating, and processing loan applications
  • Networking within communities to attract new business opportunities
  • Approving, rejecting, or coordinating the approval or rejection of personal loan lines
  • Generating financial or regulatory reports as mandated by laws
  • Developing protocols for the custody or control of assets, records, loan collateral, or securities to ensure their safekeeping
  • Supervising cash flow operations
  • Reviewing collection reports to assess the status of collections and outstanding balances
  • Planning, directing, and coordinating risk and insurance programs to mitigate risks and losses
  • Referring delinquent accounts to attorneys or external agencies for collection
  • Analysing cost-related data to formulate budgets
  • Establishing and nurturing relationships with individual or business customers and assisting them with any encountered problems
  • Sorting, counting, and packaging currency and coins
  • Compiling and maintaining non-monetary reports and records
  • Settling company bills through cash, vouchers, or checks

Data Capturer

Ministry of Education, Arts and Culture
Windhoek
07.2018 - 03.2019
  • Database management: Creating, updating, and maintaining databases
  • Filing system administration: Establishing and overseeing paper or electronic filing systems for various documents
  • Mail handling: Sorting, distributing, and responding to incoming mail and materials
  • Information retrieval: Conducting searches to gather necessary data from various sources, including the Internet
  • Quality control: Reviewing colleagues' work for accuracy, grammar, and adherence to formatting standards
  • Procurement: Ordering and distributing supplies as needed
  • Data verification: Compiling, sorting, and ensuring the accuracy of entered data
  • Error detection: Cross-referencing data with source documents to identify and rectify errors
  • Document management: Organising and storing completed documents appropriately
  • Error reporting: Identifying and rectifying data entry errors or reporting them to supervisors
  • Record-keeping: Maintaining detailed activity and work completion logs
  • Resource management: Selecting materials necessary for completing assigned tasks

Education

NSSC -

Caprivi Senior Secondary School
Katima Mulilo
11.2010

LLB - Law

University of Namibia
Windhoek

Diploma in Paralegal Studies (Law) -

University of Namibia
Windhoek

Skills

  • Legal Services
  • Client Services
  • Online Marketing
  • Marketing skills
  • Technical Support
  • Computer Skills
  • Analytical Skills
  • Presentation Skills
  • Communication
  • Organization
  • Hardware diagnostics
  • Technical troubleshooting
  • Teamwork
  • Knowledge sharing
  • Software diagnosis

Accomplishments

Winner of the 2015 SANLAM/NBII Business Innovation competition

References

  • Ms. Josephina Shatipamba, Team Leader: MTC Contact Center, +264 81 735 2774, JShatipamba@mtc.com.na
  • Mr. Iyaloo Kanime, Team Leader: MTC Contact Center, +26481 263 0387, IKanime@mtc.com.na
  • Mr. Martin Angombe, Team Leader: MTC Spectra, +26481 415 3550, MAngombe@mtc.com.na

Languages

  • English, Fluent
  • Afrikaans, Fluent
  • Silozi, Conversational

Languages

English
First Language
Afrikaans
Proficient (C2)
C2
Silozi
Advanced (C1)
C1

Timeline

Spectra Helpdesk Agent

MTC
05.2024 - Current

Contact Center Advisor

MTC
07.2021 - 04.2023

Client Service Consultant

Sifanu Financial Services
05.2019 - 12.2019

Data Capturer

Ministry of Education, Arts and Culture
07.2018 - 03.2019

NSSC -

Caprivi Senior Secondary School

LLB - Law

University of Namibia

Diploma in Paralegal Studies (Law) -

University of Namibia

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