Curriculum Vitae of Sfiso Mdakane
Name: Sfiso Sydney Mdakane
ID Number: 790**********
Address: Stand 222074
Dicks Village
Newcastle
2940
Phone: 079-***-****
Email: ac4ixu@r.postjobfree.com
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
Samsung.
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
Skills:
Motivation and Engagement of Staff
Negotiation
Communications Skills
Coaching
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
Criminology
Foundations and Origins of South African Law
Research Course for Law Students
Achievements:
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
References:
Louisa Nape
Manager (Capitec Bank)
Contact: 083*******
Email: ac4ixu@r.postjobfree.com
Melanie Pillay
Manager (Inter-Active Technologies)
Contact: 082*******
Email: ac4ixu@r.postjobfree.com
Yunus Bayat
Head of Operations (Webhelp SA)
Contact: 082*******
Email: ac4ixu@r.postjobfree.com
Fezeka Kubeka
Operations Manager (Bytes People Solutions)
Contact: 078*******
Email: ac4ixu@r.postjobfree.com