Profile

Company: Department of Education ( Phoenix Technical School ) Position Held: Educational Assistant Employment Date: 01 Dec 2020 – 23 April 2021 Duties performed 1. Teaching Electrical Trade in Grade 7,8,10 and 11 2. Set Test Papers for all grades taught 3. Marking of Scripts 4. Invigilation on Exams 5. Performed Administrative work for the process of teaching, making worksheet copies, marking register, capturing marks on SASAMS, Lesson planning, etc. 6. Making sure learners are adhering to the Covid-19 rules and regulations. 7. Assisted on the Food Nutrition Programme Company: WNS Global Service Position Held: Senior Associate Employment Date: 07 July 2019 – 01 July 2020 Duties performed Operational processes 1. Work with existing systems, processes and procedures in such a way that operational efficiencies, performance and customer contact experiences are enhanced 2. Deal appropriately with incoming calls from customers, providing correct numbers as per customer’s request 3. Call International Directory Enquiries for International queries 4. Effectively utilise and open system applications to support work 5. Ensure that all calls are logged accurately according to call classification system 6. Identify problem areas and escalate to Line Management as appropriate 7. Retain customers in line with company retention strategies 8. Work on Call Centre shifts according to duty roster communicated 9. Conduct coaching and buddy training as required Company: Multichoice walk-in centre Umhlanga Position Held: Customer Service Representative Employment Date: 01 Dec 2016 – 31 August 2018 Duties performed Operational processes 19. Work with existing systems, processes and procedures in such a way that operational efficiencies, performance and customer contact experiences are enhanced 20. Deal with walking in customers who come with technical issues with their devices and helping them with any account enquiries on their accounts. 21. Probe carefully to ensure that the correct troubleshooting steps to resolve that query. 22. In cases of any discrepancies on the accounts financially, we do necessary adjustments to bring the account to date. (i.e reversals, journals ) 23. Perform change of ownership among devices to different customers, all relevant documentation checked and verified before doing the process. 24. Capture payments on cash and card, load debit order documents for customers who prefer paying via debit order (Make sure confidential documents are destroyed after capturing on the system). 25. Logging of notes on the accounts according to customer query to correct classifications Company: MTN SA Regional 173 Customer Care Position Held: Prepaid Customer Care Agent Employment Date: 07 January 2013 – 30 September 2016 Duties performed Operational processes 36. Work with existing systems, processes and procedures in such a way that operational efficiencies, performance and customer contact experiences are enhanced 37. Deal appropriately with incoming calls from customers, providing correct numbers as per customer’s request 38. Call International Directory Enquiries for International queries 39. Effectively utilise and open system applications to support work 40. Ensure that all calls are logged accurately according to call classification system 41. Identify problem areas and escalate to Line Management as appropriate 42. Retain customers in line with company retention strategies 43. Work on Call Centre shifts according to duty roster communicated 44. Conduct coaching and buddy training as required