Manager Customer
Resume:
Curriculum Vitae
Innocent Maluleke
***********@*****.***
PERSONAL DETAILS
Surname : Maluleke
First Names : Innocent
Identity Number : 800**********
Date of Birth : 1980-06-26
Postal Address : 420 zone 5,
Koba Street
Meadowlands
1852
Nationality : South African
Marital Status : Single
Health : Excellent
Home Language : Xitsonga
Other Languages : isiZulu, Sepedi and English
Criminal Record : None
Driver’s Licence : Code 10
Cell number : 083*******/076*******
E-mail address : ***********@*****.***
EDUCATIONAL QUALIFICATIONS
Last School Attended : Nkatini High School
Highest Grade Past : Grade 12
Qualification obtained : Matric Senior Certificate
Year : 1999
FORMAL QUALIFICATION
Institution : Academy of York
Course : Project Management(PMI)
Duration : 1 year
Modules Passed : Still studying not complete
Institition : Rosebank College
Course : Computer Technical Support
Year : 2007
Modules completed : Computer architecture (A+ and N+)
Institution : Rosebank College
Course Completed : Diploma: Business information technology
Year completed : 2006
WORK EXPERIENCE
Company : Bytes People Solutions
Position : Contact Centre Supervisor
Campaign : Samsung Customer Care
Duration : 15 Months
Company : Inter-active Technologies (PTY) Ltd
Campaign : Vodacom Technical data support
Duration : 13 months
Campaign : Multichoice Africa (Pty) Ltd
Position : Contact Centre Supervisor
Duration : 2008 to 2012
Duties and responsibilities
Customer and client satisfaction
Staff satisfaction
Coaching staff for success and continuous development and improvement
Prepare monthly and weekly reports regarding quality checks via call monitoring and customer satisfaction
Assess and identify training requirements
Promote service delivery
Manage customer queries within the turnaround times
Escalate and manage customer queries as required
Encourage a fun, competitive and productive atmosphere within the team
Coaching staff on company policies and procedures
Compilation, development and maintenance of descriptive and statistical reporting on daily, weekly and monthly basis.
Customer advocacy
Develop and gain approval of execution of all deliverables
Dealing with social media queries.
Providing feedback on hello peter queries
Liaising with Service Centers to ensure that queries are resolved.
Leave management.
Company : Direct Channel Holdings (PTY) Ltd
Position : Outbound consultant
Duration : 01 August 2006 – 14 January 2008
Duties : Inbound and Outbound escalation
: Cold calling
: Data capturing
Reason for leaving : Growth
EXTRAMURAL ACTIVITIES
Sports : Soccer and Cricket
Hobbies : Music, reading and coin collector
REFERENCES
Name : Miss Lebogang Hlongwani
Company : Bytes People Solutions
Position : Call Centre Manager
Contact Number : 011-***-****/082*******
Name : Mr Aman Panday
Company : Inter-active Technologies
Position : Operation Manager
Contact Number : 083359636
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