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Manager Operations

Newcastle, KZN, South Africa
February 19, 2018

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Curriculum Vitae of Sfiso Mdakane

Name: Sfiso Sydney Mdakane

ID Number: 7905285584085

Address: Stand 222074

Dicks Village



Phone: 079 *** ****


Languages: Zulu; Sotho; Xhosa and English

Work Experience

Inter- active Technologies: Started as a Call Centre Agent in December 2007 in a Multichoice Account

Call Centre Supervisor in December 2009 leading a Team of 15 Agents

2IC to Operations Manager in June 2010

Left the Company in December 2011

Capitec Bank: Started as a Team Leader in Debt Collections in January 2012 leading a Team of 14

2IC Call Centre Manager in January 2013

Left the Company in May 2014

Webhelp SA: Started as a Team Leader in a Vodafone Customer Care May 2014 leading a Team of 15

Acting Divisional Manager in December 2014 leading 18 Team leaders and 270 Agents

Promoted to Operations Manager in March 2015 leading 11 Team leaders and 155 Agents

Curriculum Vitae of Sfiso Mdakane

Work Experience

Bytes People Solutions: Started in July 2016 as a Team Leader in a Voice of Customer Department in


I have a Back Office Team of 11 agents and divided into three sections, i.e. CS

Risk (who attend to potential complainants and make sure the queries are

resolved before customers complain); Complaints Consultants (who actually

attend to complaints and resolve before day 7) and Recovery Consultants (who

call customers who gave Samsung low service ratings)

Left the Company on the 30th April 2017 due to personal business in KZN

Curriculum Vitae of Sfiso Mdakane


Motivation and Engagement of Staff


Communications Skills


Transacting and Dealing with Vendors/Service Providers

Building working Relationships with different Stakeholders

Work Force Management

Training/Facilitating Learning

Quality Assessing and giving Feedback

Timesheets and IR

Conducting Interviews for Recruitment

Managing a Call Centre

Computer Literacy: Word, Outlook, PowerPoint, Excel, CMS tool, IBS, Siebel, Crystal, Bancs, Qlikview

Educational Background:

National Certificate in Banking Service

With BankSeta/ Unisa and Price Water House Coopers

1. Accounting

2. Business Management

3. Economics

4. Banking

5. Practical Work at Mercantile Bank

6. Basic Skills

Curriculum Vitae of Sfiso Mdakane

Educational Background:

Bachelor of Laws (LLB) 1st Year

Degree at Unisa (University)

Financial Accounting for Law Students

Law of Persons

Introduction to South African Law


Foundations and Origins of South African Law

Research Course for Law Students


Sep 2011: Top Supervisor Award (Inter-Active Technologies)

Other Relevant Information:

I am perfectly healthy and have no physical disability

I go to Church and do some outreach and community service

Curriculum Vitae of Sfiso Mdakane


Louisa Nape

Manager (Capitec Bank)

Contact: 083*******


Melanie Pillay

Manager (Inter-Active Technologies)

Contact: 082*******


Yunus Bayat

Head of Operations (Webhelp SA)

Contact: 082*******


Fezeka Kubeka

Operations Manager (Bytes People Solutions)

Contact: 078*******


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