Manager Sales Representative

Curriculum Vitae of Knowledge Mlungisi Mota

Personal Details

Surname : Mota

First Names : Knowledge Mlungisi

Address : *** ******** ******* ********* ****

Contact : 062*******

Email : *********.****@*****.***

Date of Birth : 09 April 1981

Identity Number : 810**********

Gender : Male

Marital Status : Engaged

Nationality : South African

Home Language : Swati

Other Languages : English (Speak, read and write), Afrikaans (Read and write), zulu and sotho

Hobbies : Reading, Meditating and nature exploring

Health : Excellent

Educational Qualifications

Last School Attended : Dawnview High School

Standard Passed : Matric

Achievements : School Prefect

Extra Mural activities : Choir, Drama and cross country

Tertiary Institute : Damelin Management School

Duration : Six Months

Qualification : Higher Certificate (Production and Supervision)

Tertiary Institute : Damelin Management School

Duration : Six Months

Qualification : Higher Certificate (Call Centre Management)

Computer Skills

MS Word

MS Excel

MS PowerPoint

Visual Basic

CRM

Avaya

Internet and e-mail account setup

Key Competencies

Customer Service Management

Sales Management

Great Leadership Skills

Recruiting

Time Management

Administration

Campaign Management and planning

Great organizational skills

Great co-ordinating Skills

Great decision making skills

Great attention to detail

Able to work independently and within a team environment

Adaptable

Able to work under pressure

Good communication and inter-personal skills

Professional

Report writing

Good Presentation skills

SLA Management

Work Experience

Company : Cell C Waterfall Campus JHB

Position Held : Team Manager Retentions (Inbound, Outbound and Cancellation)

Responsibilities : Created and maintained an atmosphere geared to achieving sales

Determine and communicated individual and team sales goals

Analyze and review goal attainment and develop strategies to improve performance

Ensured staff is trained in service and ever-changing products

Ensured sales consultants are converting leads to sales

Weekly and monthly team performance interactions

Daily and monthly meeting with team

Monthly Performance Presentation to Management

Coaching and mentoring team to improve customer experience

Compiling weekly and monthly team performance reports

Monitoring and scoring team call quality assessments

Managing Service Level and Schedule Adherence

Monitor AHT, Talk Time, Call per hour, FCR and Hold Time

Ensuring process and procedure are followed

Duration : July 2018 to October 2020

Reference : Reagan Naidoo (Retentions Manager)

Contact : 084-***-****

Company : Edcon Group

Position Held : Team Manager (Customer Service)

Responsibilities : Managing team key performance areas

Managing daily departmental Service level

Daily management of Service level slots every 30 minute interval

Daily scheduling of departmental break and team

Scheduling departmental monthly shift roster

Weekly and monthly team performance interactions

Daily and monthly meeting with team

Coaching and mentoring team during live interactions with customers

Compiling weekly and monthly team performance reports

Monitoring and scoring team call quality assessments

Training staff on updates and new products

Managing and updating Overall Departmental Service Level stats

Creating and implementing and facilitating a Customer Retention Program

Duration : November 2011 to October 2014

Reference : Kefilwe Mathibedi (Departmental Manager)

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

Company : BMW SA Group

Position Held : Team Manager (BMW On-call) Customer Service

Responsibilities : Managing Service for all road assistance calls

Monitoring team call times during customer interactions

Ensuring that BMW on road technicians turnaround times are met

Interacting with AA to ensure towing turnaround times are met

Daily interaction with BMW Dealers to ensure repairs are done promptly

Managing staff performance and discipline issues

Compiling and submitting Department and Team Reports

Conducting team meetings and coaching

Ensuring all key performance targets are met

Overall staff motivation and development

Duration : April 2010 to December 2010

Reference : Ashailan Moodley (Customer Service Manager)

Contact : 082-***-****

Company : National Housing Finance Corporation (Home front)

Position Held : Call Centre Supervisor

Responsibilities : Managing of all Call Centre reports

Managing of all Call Centre Systems and procedures

Testing and signoff of all approved changes on systems

Liaising with impala platinum regarding approved home loans

Communicating with Fox Lake regarding the Build Schedule

Liaising with attorneys regarding house allocations

Drafting and allocating housing subsidy for counter offers

Providing and facilitating Monthly reports during Steer committee meeting

Managing and coaching call center staff

Monitoring call procedures and staff discipline issues

Duration : October 2007 to March 2010

Reference : Siegfried Mogane (Chief Operations Manager)

Contact : 011-***-****

Company : Merchants (SA) Vodacom Business Unit

Position Held : Team Leader (Customer Service)

Responsibilities : Monitoring Schedule Adherence as defined by the target

Managing team quality performance

Improving team first call resolution (FCR) performance

Reducing Average handling Time

Conduct Call quality monitoring and calibrations

Timesheet administration

Application of effective management principles and practices

Coaching behaviors, performance and processes including Integrity

Duration : January 2006 to January 2008

Reference : Victor Mothapo (Operations Manager)

Contact : 082-***-****

Company : Merchants (SA) America Online – Dimension Data

Position Held : Skills Development Coach (Customer Service)

Responsibilities : Managing team performance

Enforcing consultants’ roles in the team

Ensuring that the company line requirements are met

Conducting daily interactions with team members

Compiling weekly and monthly reports on team performance

Handling human resource matters in the team

Conducting team crew brief meetings

Re-enforcing Call Centre guidelines and procedures

Duration : January 2005 to December 2005

Reference : Vimal Jairam (Operations Manager)

Contact : 082-***-****

Company : Merchants (SA) America Online – Dimension Data

Position Held : Call Centre Agent

Responsibilities : Handling customer billing enquiries

Answering account related questions and processing payments

Authorizing, Re-activating and cancelling accounts

Changing Payment Methods

Changing Billing plans and account information

Answering broadband and DSL related questions

Duration : January 2003 to December 2004

Achievements : Awarded Trophy for most outstanding agent 2004

Reference : Vimal Jairam (OPERATIONS Manager)

Contact : 082-***-****

Company : Delta Brokers (African Life Insurance)

Position : Sales Representative

Duration : May 2002 to November 2002

Company : Johnson Matthey SA

Position : Line Operator

Duration : April 2001 to April 2002

Reference : Lorraine Madumo (Supervisor)

Contact : 082-****-****

Company : Johnson Matthey SA

Position : Lab Analyst

Duration : July 2000 to March 2001

Reference : Lorraine Madumo (Supervisor)

Contact : 082-****-****

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