1. Mamoraka Viviann Koka
Profile
Viviann is a seasoned in 7 years of work experience in ICT
industry. Workedat SA Outsourcingas a Servicedesk Supervisor,
dealing withclient escalations, call logging, resolving, managing a
Team of 15 agents. Also worked as the Account Management
sending the stats to the clients, assisting with PO, change control
sign off and making use of CRM to capture client information and
updates. Current working at Dimension Data as a Team leader for
Catch and Dispatch desk, managing calls, making sure that the
team does not miss 10 minutes SLA, client escalations, attending
weekly Voice OPS meetings. I’m flexible, productive, good
communicator and listener able to work under pressure, strong
personality, team leader, self –starter problem solvingand people
leaderships
PERSONALINFORMATION
Full Names : Mamoraka Viviann Koka
Driver’s License : C01
Nationality : South African
Gender : Female
Languages : English, Sepedi and Setswana
Notice Period : Calendar month

2. EDUCATION
Tertiary education  End User Computing, Business Computing, Programming,
ICDL, PC Engineering
High School  Senior Certificate
SUNDRY INFORMATION
Computer Literacy  Ms Office, Visio
Languages  English
 Sepedi
 Sesotho
 Setswana

3. Career Progression
Company 1 (Picture Perfect)
From to Current
Position: Marketing
Responsibilities - Sales and Managing the Team
Company 2 (Photoshoot)
From to Current
Position: Marketing
Responsibilities - Sales and Managing the Team
Company 3 (SA Outsourcing)
From to Current
Position: Service Desk Supervisor
Responsibilities: Logging and resolving of specified first line support telephone calls e.g. Oracle, JDE and
AD password reset
Logging and resolving of specified first line emails
Ensuring updated user information on Call Logging system
Logging and resolution of calls logged to the service desk responsibility area within the agreed SLA
times.
Ensuring that all calls are routed to the correct responsibility areas
Ensuring that the client receives quality customer service at all times
Handling user queries and update call with necessary information
Deal with escalation issues and liaising with the Support Desk managers to speed up the process
Quality checkson logged tickets to ensure high quality standards by prioritising
Outbound courtesy calls to users to confirm acceptable level of service
Current:
Position: Service Desk Supervisor for CFS.GSC.Service Desk Catch and Dispatch
Responsibilities: Monitoring and evaluation of incidents and request
Managing critical and high impact Incidents
Monitoring and evaluation of all escalations
Working on 10 minutes SLA to avoid breach calls
Service Desk Supervisor for10 Agents
Assisting with escalations
Attending weekly Voice Ops meetings
References will be added upon request