Manager Customer Service

CURRICULUM VITAE – KENEILOE NTHAUDI

PERSONAL DETAILS

Names and surname: Keneiloe Nthaudi

Date of birth : 3 January 1995(24)

Contact numbers : 074-***-****

Area of Residence: Katlehong

EXPERIENCE

I.T intern: April 2018 – February 2019

I.T learner: August 2017 – January 2018

Mobile testing

Regression Testing

Manual Testing

Bug logging

Collaborating with developers to resolve technical, functional and design

Analysing user requirements against user acceptance tests Call Agent :August 2016 – November 2016

Answering inbound calls

Performing outbound calls for administration purposes

Assisting clients with online applications for the shares

Dealing with client queries

Directing calls to the relevant agents

Adherence to the contact centre’s SLAS

Quality Assurance Learner : March 2015 – February 2016

Conducting daily quality checks

Raising of Non-Conformance reports of re-occurring defects

Analysing blueprints, work instructions & data

Tracking performance of agents on dashboards

Performing Root Cause Analysis on defects to avoid revenue leakage and service breakdown

Organise coaching sessions for agents with high defect rates Service Centre Operator : August 2014 – December 2014

Performing transactions

Sales

Dealing with customer queries

Stock taking

Visual replenishing

Administration

Housekeeping

Proficiencies & Skills

Customer service

Microsoft Office Suite

Telephone etiquette

Communication skills

Verbal, analytical and numerical skills

Collaboration and engagement skills

Education

• National Certificate in I.T Systems Development NQF5 (CTU Training Solutions- 2018)

• Certificate in Banking NQF4 (Cornerstone Performance Solutions- 2016)

• Grade 12 NSC (Glenbrack High School- 2012)

References

Alexander Forbes: Thulisile Methula – (Group Applications Manager: 083-***-****); Pretty Kale- (Test Lead: 084-***-****)

Nedbank Contact Centre: Sibusiso Khumalo - (Team Leader: 074-***-****)

Standard Bank Group: Yuren Gajathar - (QA Manager: 011-***-****); Gabisile Sibisi

– (Team Lead: 011-***-****)

Edgars Active: Linky Sekao – (Store Manager: 011-***-****/ 011-***-****)

Contact this candidate