Education – Secondary Schooling
Year Matriculated 2001
Last School Attended Himalaya Secondary School
Subjects English: First Language
Afrikaans: Second Language
Mathematics
Accounting
Physical Science
History
Tertiary Studies
Year Started July 2009
Year to Complete December 2010
Institution Intec College
Student Number 10010939009
Subjects Contact Centre Operations Management 1
Contact Centre Service Management 1
Contact Centre People Management
Contact Centre Operations Management 2
Contact Centre Service Management 2
Contact Centre Operations (Commercial Environment)
Qualification to achieve Diploma
Current Status Passed with one distinction
Skills Matrix
1 Had appropriate training only 2 Limited practical experience 3 Solid practical experience 4 Well versed, extensive experience 5 Expert, extensive experience
Type of Experience Experience
In months Date
Last used Skill level
Cactus.Net Ongoing Current 4
Cactus Nouveau Ongoing Current 5
Customer Relationships Ongoing Current 4
Conflict Handling Ongoing Current 5
Time Management Skills Ongoing Current 5
Communication Skills Ongoing Current 4
Isis (MTN) Ongoing Current 5
Icap (Vodacom) Ongoing Current 5
Clarify (Cell C) Ongoing Current 5
ITC Ongoing Current 4
Digiview Ongoing Current 4
EDD Ongoing Current 4
USD Ongoing Current 4
Microsoft Word, Excel Ongoing Current 5
Microsoft Outlook Ongoing Current 5
Microsoft Internet Explorer Ongoing Current 5
Career History
Period 1st March 2010 – 28 February 2013
Current Position Corporate & Government Account Executive
Present Company Nashua Mobile
Industry Sector Telecommunications
Responsibilities • Achieve set Upgrade targets per month
• Maintain upgradeable base of 92%
• Maintain a churn of less than 8%
• Check requested upgrades proposal on Corporate deals and submit to customer within specified times
• Adhering to agreed Service Delivery Document and Service Level Agreement at all times
• Same day response to telephonic enquiries
• Account downloads to be emailed to customers on a monthly basis
• Regular customer visits as per agreed call cycle
• Quarterly tariff optimizations report with added disclaimers submitted to customers
• Proactive selling of all Value Added Services that solve initial complaints and as per current commission schedule
• Selling of business solutions as per current commission schedule
• Achieving upward migration targets per month
• Manage conflict both internally and externally using the appropriate methods
• Professional verbal and written correspondence
• Active listening skills
• Negotiation: the ability to adapt and make necessary changes to the quotation, proposals and individual mindsets
• Efficient allocation of time to complete required task
• Ability to interact with customers at executive as well as operational level
• Ensure customer satisfaction (Internally and Externally)
• Perform reconciliation on all data and voice contracts pertaining to query
• Assist manager and colleagues with escalations
Period 20 May 2008 – 28 February 2010
Current Position Admin Support Agent
Present Company Nashua Mobile
Industry Sector Telecommunications
Responsibilities • Ensure customer satisfaction (Internally and Externally)
• Receive queries/requests from customers via Task Tracker, Client Services workflow (Fax, Email and voicemail)
• Resolve customers queries or requests within specified timeframe
• Perform reconciliation on all data and voice contracts pertaining to query
• Assist manager and colleagues with escalations
• Provide confirmation of receipt and enquire about query details to customer of queries received within 2 to 24 hours after receipt
• Maintain a 1st Call Resolution of 90% per day.
• Provide feedback to customers within 2-24 hours if query cannot be resolved the first time and make follow-ups until customer is satisfied
• Proactive selling of all Value Added Services that solve initial complaints
• Load Value Added Services within 2-24 hours after the receipt of signed documents
• Ask probing questions to identify reasons for enquiring about canceling contracts or porting out of Nashua Mobile
• Persuade customers to stay with Nashua Mobile by advising them about alternative options and alert the Retentions Department when the need arises
• Maintain 92% on Quality Assurance of all outbound calls
• Fax and voice mail queries not requiring customer service support to be transferred immediately after receipt to correct department for assistance
• Apply verification and authentication as per business rules on all calls and ensure all customers queries are logged correctly and all events are captured
• Take ownership of management of staff (workforce, enquiries, escalations)
• Monitor call queue for switchboard
• Retrieval of daily stats for team
• Feedback sessions on Quality Assessment scores with relevant switchboard operators
• Compile weekly reports on team performance
Period 7 January 2008 – 20 May 2008
Current Position Customer Service Consultant
Present Company Nashua Mobile
Industry Sector Telecommunications
Responsibilities • Ensure customer satisfaction (Internally and Externally)
• Handling of telephonic/faxed client queries and actions.
• Management of all client queries (Nashua Mobile customers)
• Email / Fax necessary application forms to clients.
• Pass sales leads to tele-centre administration
• Follow up on all outstanding documentation and queries.
• Regular feedback to client on outstanding queries.
• Remain up to date with Nashua Mobile products
• 7 hours availability to answer calls unless scheduled to attend meetings or training.
• Apply verification and authentication as per business rules on all calls.
• If query cannot be resolved by customer services then the call must be directed to the correct department immediately
• Ensure all customers queries are logged correctly and all events are captured on Cactus.Net
• Maintain a 1st Call Resolution of 90% per day.
• Provide feedback to customers within 2-24 hours if query cannot be resolved the first time and make follow-ups until customer is satisfied
• Maintain an average call quality score of at least 92%
• Maintain a Customer Satisfaction Survey rate of 85%.
• Proactive selling of all Value Added Services that solve initial complaints
• Ask probing questions to identify reasons for enquiring about canceling contracts or porting out of Nashua Mobile
• Persuade customers to stay with Nashua Mobile by advising them about alternative options and alert the Retentions Department when the need arises.
• Load Value Added Services within 2-24 hours after the receipt of signed documents
Period 17 July 2007 – 5 January 2008
Current Position Quality Assessor
Present Company Cell C
Industry Sector Telecommunications
Responsibilities • Evaluated inbound calls for all call centre agents
• A total of 300 assessments per month to be completed
• Inform consultants of key areas of development
• Identify common trends within the contact centre amongst consultants
• Educate consultants on new business rules and processes
• Ensure consultants obtain a minimum 90% call rating
• Coached consultants on development areas
• Provide evaluation report on all calls assessed
• Handled disputed quality assessment scores
• Kept up to date with all new products and procedures
Period 25 May 2007 – 17 July 2007
Current Position Trainer
Present Company Cell C
Industry Sector Telecommunications
Responsibilities • Conducted training sessions to all Cell C franchise stores within Gauteng Region
• Trained Franchise staff on Internal systems and procedures
• Assisted franchise consultants with customer escalations in store
• Provided training on new product launched
• Provided feedback to Head of Department on franchise stores by compiling a weekly and monthly report
Period 7 August 2006- 25 May 2007
Current Position Call Centre Consultant
Present Company Cell C
Industry Sector Telecommunications
Responsibilities • Handling of telephonic/faxed client queries and actions.
• Management of all client queries ( Cell C contacts and prepaid customers )
• Email / Fax necessary application forms to clients.
• Pass sales leads to tele-centre administration
• Follow up on all outstanding documentation and queries.
• Regular feedback to client on outstanding queries.
• Remain up to date with Cell C products
• Second in charge of team (when team leader is not available)
• Selected from 200 agents based on performance to partake in a Training course on entire business operations
Perriod 1 March 2006 – 31 July 2006
Current Position Marketing research
Present Company Consulta Research
Industry Sector Surveys
Responsibilities • Perform outbound calls to obtain feedback from clients on services rendered by certain companies
• Document customers satisfaction and dissatisfaction with companies providing efficient service
• Meeting deadlines with regards to targets (individually & as per team)
Period October 2005 –28 February 2006
Current Position CSR – Customer Service Representative
Present Company Computershare
Industry Sector Finance
Responsibilities • Customer service
• Informing & Investigating Customer Queries
• Takes on responsibilities beyond job description
• Sale of customer shares ( JSE )
• Customers are FICA compliant according to Law
• Provide info on share prices and available shares within customer account
Period June 2005 –August 2005
Position CSR
Company Discovery Health ( Credit Card Division )
Industry Sector Finance
Responsibilities • Customer Service
• Retrieving of Account Statements upon request of clients
• Withdrawal, Purchases and Deposit transactions
• Resolving customers telephonic, email and fax queries
• Contacting customers on regular basis to provide feedback on progress of queries
• Contributes by participating in the outlets initiatives to improve outlet performance
• Maintaining Discovery Card Division standards to achieve Service Excellence
Period September 2004 – 31 May 2005
Position CSR
Company Computershare
Industry Sector Finance
Responsibilities • Customer service
• Informing & Investigating Customer Queries
• Takes on responsibilities beyond job description
• Sale of customer shares ( JSE )
• Customers are FICA compliant according to Law
• Provide info on share prices and available shares within customer account
