Curriculum Vitae – Bulelwa Majeke

Date of birth: 07 February 1982 · Email: adge86@r.postjobfree.com ·Mobile: 066*******

Address: ** ***** ****** ***** **** Port Elizabeth

PROFILE

I am a 38 year old ambitious female who is prepared to achieve the desired goals of the Job description. I am a hard worker, self-motivated, goal oriented individual who is always looking for a challenge to enhance my skills and knowledge. I am a very flexible person like to interact with other people and adapt easily to different kinds of environment. I have good communication skills, telephone skills. I have a vast knowledge in Quality as well as Customer service. I am able to work different kinds of shifts and I work well under pressure. I am a highly organized person; I am able to think ahead. I work well on my own as well as within a group. I can speak isiXhosa and English fluently.

EDUCATIONAL BACKGROUND

Year: 2002-2005

Qualification: Bachelor of arts

Institution: University of the Western Cape

Year: 2001

Qualification: Matric

Institution: Ncedo Senior Secondary School

Subjects: Maths, Accounting, Economics, English, Xhosa and Business Economics

WORK EXPERIENCE

QPLUS – Part time - Quality inspection (Current)

•Check if the part has flashing.

•Check if the parts have no scratches.

Check if the parts have correctly made and distributed by machines.

Correctly store the correct parts in boxes so they could be couriered to the client.

Write reports on correct and incorrect parts.

WNS - Quality assessor: Lead associate – (06/2015 – 06/2017)

Morning Team huddle inform the agents on the previous days stats with regards their quality.

Announce all the agents that have manage to make their expected targets and encourage those who did not.

Remind agents on what it is expected of them on a daily and weekly basis

Listening and rate calls from agents and address any urgent picked up matters with agents and Team Leaders

Provide feedback to the agents and Team Leaders. Announce agents that have reached the targets and encourage those who did not.

Have weekly meeting with Team Leaders and agents to discuss a way forward in improving quality.

Praise the excellent performing agents by putting them on notice boards.

Write weekly report to present to the manager and share with agents and Team Leaders.

Conduct calibrations with other QA’s to make sure we are all in the same page with regards assessing . Plan the next collaboration meeting with Agents and Team Leaders.

Sensitize new agents on telephone etiquettes and quality expectations.

Draft the agent of the week report as per Team and present to other QA's then on a weekly basis QA choose the best performer for the week.

Plan a monthly meeting with Team Leaders and Managers as per QA's findings. Discuss a way forward with regards to stats if any need. Discuss monthly incentives for the agents to boost morale.

Metropolitan Health - Temp: Internal Communication specialist (05/2013 – 03/2014)

Assist with the internal communications requests to be distributed via e-mail and other media.

Assisting with the implementation of internal communications projects and tasks.

Maintaining content of the Intranet using MS SharePoint.

Assist with compiling and publishing the weekly electronic staff newsletter (IntraNews), inclusive of sourcing news articles, interviewing relevant stakeholders for articles, taking or sourcing photographs and publishing the newsletter via a web-based content management system.

Do administration related to internal communications activities.

Liaising with external service providers, e.g. designers.

Head the CSI project, travel to different provinces to support and donate gifts to children and elderlies of the deserving homes.

Motivate and play with children in shelters. Find relevant internal and external sponsors to keep the CSI project ongoing.

Metropolitan Health - Quality assessor (08/2009 – 04/2013)

Did checking on all membership agents work and give feedback to my team leader.

Do checking in terms of manually checking agents work and also listening to out bounds calls that the agents make.

Send weekly error reports to the affected agents and their respective Team leader and make sure that constructive feedback is given.

Do monthly report concerning my work, and conduct feedback sessions with Team Leaders and agents.

Coach the non-performing agents on areas that they lack on.

Have quarterly meetings with Team Leaders with regards the non-performing agents.

Metropolitan Health - Data Capture (10/2006 – 07/2009)

Captured member’s details from a document application form to the company’s system.

Dealt with member’s correspondence by assisting members on their queries.

Amend client’s membership information as per their request.

When asked, assist Team leader in quality assessing my team-mates work.

Also do members recon statements on request by member or department.

Voda-care green point – Front desk consultant (10/2005 - 12/2005)

Assisting customers who came to repair or collect their cell phones or who have queries about Vodacom association and face to face contact with clients and sell in store good to the client.

SKILLS AND COMPETENCIES

Business writing skills

Communication skills

Quality assurance

Customer Service

Hard working

Proactive

Telephonic skills

Computing Skills (Microsoft word, Excel, PowerPoint)

Flexible and Trustworthy

Friendliness

Decision Making

Leadership and Supervision

REFERENCE

Team Leader: Ms. Thokozile Khumalo

QA Tester (Former Team Leader)

Contact numbers: 082*******

Team Leader: Ms. Friedel De Wet

Technical Specialist (Former Manager)

Contact numbers: 072-****-***

E-mail: adge86@r.postjobfree.com

Ms. Chilabo Kombo

QA Team Leader (Prev. Team Leader)

Contact numbers: 074*******

E-mail: adge86@r.postjobfree.com

Manager: Ms. Ursula Kotelana

Internal Communications Manager (Current manager)

Contact numbers: (021-***-**** or 072*******/ 078*******

Contact this candidate