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MELUSI ZWANGOBANI
Slack | Senior Admin Support Agent
Melbourne,VIC
Summary
Diligent Admin Support Agent offering 5+ years of customer support and training development experience to assist in perpetuating the growth of Slack CE (Customer Experience). Focused and attentive to detail with a passion for training, learning and development. I have experience in learning and curriculum development for wide variety of cultural and professional backgrounds, as well as hands-on experience working with adults. Offering insightful analysis of content and design to create value-added learning programs that achieve desired business outcomes. Strong communication and interpersonal skills to build relationships with stakeholders and assess learning needs.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Admin Support Agent
Slack Carlton
Melbourne, VIC
08.2021 - Current
- Continually contribute to the ongoing learning and success of the team by sharing knowledge through mentorship and collaboration.
- Have formally and informally mentored, onboarded and supported a number of APAC agents leading them to success in their current roles.
- Have taught and mentored my peers in additional roles such as Tweeting, Incident Liaison and triage.
- Creating and maintaining documentation in Guru, such as with the recent Jira Zendesk Connector app.
- Identified areas of improvement in our support process and created new processes to benefit our workflows and improve the customer experience by creating the #ce-core-product workflow (which was then adopted by #ce-desktop).
- Led and developed the Onboarding Programs for Agents new to Slack in Android and Client Capabilities and assisted with the development of the Core Product program.
- Assisted with recruiting efforts by undertaking interviews and creating reports on applicants.
- Developed new processes and systems for incident management in conjunction with the engineering team, including the APAC Incident Pod format and streamlining the (now defunct) Operator role.
- Led a project to revamp the original incident kick-off template, the current form of which is now the standard for how we launch an incident.
- Led process improvement initiatives by identifying, auditing and then surfacing an internal incident process that was no longer being followed, with potential cross-functional impacts.
- Have led popular and successful NAIDOC Week activities for Earthtones APAC, which have included securing Nicky Winwar as a guest speaker, an online damper bread workshop hosted by Mabu Mabu, workshops, information sessions and movie nights.
Senior Customer Experience Agent
Slack
Melbourne, VIC
06.2016 - 08.2021
- Engaging with customers across multiple platforms including email, social media, chat and phone.
- Delivering both an exceptional customer experience and sales results through building rapport, identifying customer needs and managing customer concerns.
- As a team, reduced Facebook response time to 13 minutes with a 98% response rate.
- Monitoring and prioritising work on email volumes.
- Proactively assisting colleagues with product knowledge and being a point of contact for any coaching or developmental needs.
- Actioning customer requests while adhering to company policy and underwriting guidelines.
- Compliance with all internal policies and procedures, as well as external requirements.
- Meeting weekly quality reviews and workflow requirements.
- Liaising with internal stakeholders via email and phone.
- Led projects and analyzed data to identify opportunities for improvement.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Education
Graduate Certificate - Human Resources Management And Services
RMIT University
Melbourne 01.2018 - 01.2019
Graduate Diploma of Education (Secondary) -
Monash University
12.2010 - 01.2011
Bachelor of Arts - History and International Studies
Monash University
01.2008 - 01.2011
Skills
Facilitating
Timeline
Admin Support Agent
Slack Carlton
08.2021 - Current
Graduate Certificate - Human Resources Management And Services
RMIT University
01.2018 - 01.2019
Senior Customer Experience Agent
Slack
06.2016 - 08.2021
Graduate Diploma of Education (Secondary) -
Monash University
12.2010 - 01.2011
Bachelor of Arts - History and International Studies
Monash University
01.2008 - 01.2011
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