Hadiyo Sire

**** ** ********** ************ ****

Contact number: 073-***-**** Email: adjb3h@r.postjobfree.com

Personal details

Surname : Sire

Names : Hadiyo Alinah

Date of birth : 16/04/1994

ID number : 940**********

Citizenship : South African

Race : Black

Criminal record : None

Marital status : Single

Health status : Good

Languages : English, Sotho, Xhosa, Zulu, Xhosa

Areas of competencies

Communications and Information

Client service

Computer literate (MS Word, Outlook & Excel)

Building customer interactions

Great performance under pressure

Quality assurance in the call centre industry

Holding & conducting calibrations

Education

Last school attended : Rearabetswe Senior Secondary School

Highest grade passed : Matric (2013)

Subjects passed : Sesotho

: English

: Life sciences

: Physical sciences

: Life orientation

: Geography

Skills

Vodacom

Technical support

Vodacom Red crew members

Resolving customer escalation

Emailing invoices

Customer education on the processes and new products

Making payment arrangements

Logging service requests

Updating customer details

GEMS (DENIS)

Started as a call centre agent and then moved over to the Authorizations

dep:

Confirming dental benefits for members & dental providers

Assist with dental clinical codes and ICD 10 codes

Processing dental authorisations for Out of hospital treatments

Assist with dental accounts

Sending written correspondence to members or dental service providers

Applied for the Quality Assessor position:

Score/assess calls on the Amethyst system (26 calls a day)

Score/assess Dental out of hospital authorisation or written correspondence (10

cases a day)

Provide daily feedback, hard copy & electronically

Side by side coaching with new and underperforming agent

Calibrations with the different departments to discuss changes or updates

Implement the SMART plan objective with the agents

Do check the checker to see if everyone is the same page regarding feedback forms

& scoring

Floor support for the new agents

Recognising training needs and escalating to the training department

Providing team leaders with reports regarding individuals performance

Assess processes, procedure & business rules to identify areas of improvement

Manage changes regarding new rules & compliance

Business and product knowledge expert

Create an environment that facilitates strong performance while achieving specific &

agreed targets

Ensure that the quality requirements in place are fulfilled and goals are constantly

achieved

Identify & assist with calls that have been incorrectly handled by advisors

Prepare & update advisors performance statistics daily, weekly & monthly

Work experience

Company : Telepefomance

Campaign : Vodacom

Duration : March 2015- February 2016

Campaign then moved from Teleperfomace to Merchants

Company : Merchants

Campaign : Vodacom

Duration : February 2016- July 2016

Reason for leaving : Growth

Recruitment company : Mpower

Recruiting Company : DENIS

Campaign : GEMS

Duration : July 2017- Dec 2020

Reason for leaving : Contract ended

References

Name :Theo Smith

Position : Team leader

Company : Teleperfomance

Contact number : 071-***-****

Name : Porche Domingo

Position : Manager

Company : Merchants

Contact number : 072-***-****

Name : Lele Mehlomaku

Position : Manager

Company : Mpower

Contact number : 083-***-****

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