Cynthia Moustapha
Rose Hill,Mauritius
Summary
Experienced and motivated professional with over 12 years of expertise in customer service, team supervision, and technical support. Proven ability to lead and coach teams, resolve client issues efficiently, and manage service operations in fast-paced environments. Skilled in Microsoft Office, communication, and process optimization, with strong attention to detail and a positive, can-do attitude. Seeking to contribute to a dynamic company with a focus on growth, quality service, and collaboration.
Overview
16
16
years of professional experience
2008
2008
years of post-secondary education
Work History
Technical Audit and Process Specialist
Infosys Limited
09.2023 - 03.2025
- Managed and resolved service requests and incidents using ServiceNow
- Created, updated, and managed user email accounts and distribution lists in Microsoft Exchange
- Deployed and removed software via SCCM, ensuring proper access and functionality
- Granted user access to essential software tools
- Handled incoming technical support calls, providing fast and efficient solutions
- Performed ticket audits to ensure compliance with client expectations and service standards
- Ensured effective troubleshooting procedures were followed by team members
- Conducted coaching, refresher training, and call listening sessions to enhance performance and quality
Supervisor
Absa Bank Mauritius (via Call Services Ltd)
Ebene Cybercity
08.2012 - 09.2023
- Started at Call Services Ltd as a Customer Service Agent, handling inbound and outbound calls with professionalism, efficiency, and strong communication skills
- Promoted to Senior Agent for consistently meeting performance targets and demonstrating strong leadership qualities
- Progressed to the role of Supervisor, leading the Absa Bank Mauritius campaign and managing a team of customer service professionals
- Monitored and coached team members to maintain high performance and service quality
- Scheduled and coordinated shifts to ensure proper coverage and operational efficiency
- Provided training for new hires and conducted refresher sessions to support skill development
- Reviewed daily outputs to ensure compliance with quality standards and client expectations
- Handled complex and escalated customer inquiries, ensuring timely and effective resolution
- Analyzed performance metrics and implemented improvement strategies
- Maintained a collaborative and supportive team environment
Secretary
Mr Camille Moutou
Rose Hill
02.2012 - 07.2012
- Maintained organized filing systems for paper and digital records
- Created and managed spreadsheets for data tracking and reporting
Data Entry Operator
Batch Image Processing Indian Ocean (BIPIO)
Ebene
01.2009 - 12.2011
- Entered data from handwritten, recorded, and scanned sources
- Processed means of payment (cheques) and categorized documents efficiently
Education
Certificate [MQA-Approved] - Accounting Course for Account Clerk
Professional Skill Invest Ltd
Ebene Mauritius 11.2021 - 11.2021
Certificate [MQA-Approved] - Computerized Accounting,
Sm@rt Learn Training Centre
Mauritius 12.2012 - 12.2012
Certificate [MQA-Approved] - Banking Operations and Management
Knowledge of The Art Ltd
Quatre Bornes, Plaines Wilhems District Mauritius 07.2009 - 07.2009
Higher School Certificate -
Notre Dame College
Curepipe, Plaines Wilhems District MauritiusSkills
- Leadership & Supervision
- Customer Service Excellence
- Team Coaching & Development
- Conflict Resolution
- Time Management
- ServiceNow
- Microsoft Exchange
- SCCM
- Microsoft Office Suite
- Data Entry
Personal Information
- Age: 34
- Marital status: Single
Languages
English
Upper intermediate
French
Upper intermediate
Timeline
Technical Audit and Process Specialist
Infosys Limited
09.2023 - 03.2025
Certificate [MQA-Approved] - Accounting Course for Account Clerk
Professional Skill Invest Ltd
11.2021 - 11.2021
Certificate [MQA-Approved] - Computerized Accounting,
Sm@rt Learn Training Centre
12.2012 - 12.2012
Supervisor
Absa Bank Mauritius (via Call Services Ltd)
08.2012 - 09.2023
Secretary
Mr Camille Moutou
02.2012 - 07.2012
Certificate [MQA-Approved] - Banking Operations and Management
Knowledge of The Art Ltd
07.2009 - 07.2009
Data Entry Operator
Batch Image Processing Indian Ocean (BIPIO)
01.2009 - 12.2011
Higher School Certificate -
Notre Dame College
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