Summary
Overview
Work History
Education
Skills
Timeline
BusinessAnalyst
MELUSI ZWANGOBANI

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
2021.08 - 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
2016.06 - 2021.08
  • 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
2018.01 - 2019.01

Graduate Diploma of Education (Secondary) -

Monash University
2010.12 - 2011.01

Bachelor of Arts - History and International Studies

Monash University
2008.01 - 2011.01

Skills

    Facilitating

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Timeline

Admin Support Agent

Slack Carlton
2021.08 - Current

Graduate Certificate - Human Resources Management And Services

RMIT University
2018.01 - 2019.01

Senior Customer Experience Agent

Slack
2016.06 - 2021.08

Graduate Diploma of Education (Secondary) -

Monash University
2010.12 - 2011.01

Bachelor of Arts - History and International Studies

Monash University
2008.01 - 2011.01
MELUSI ZWANGOBANISlack | Senior Admin Support Agent