CURRICULUM VITAE

OF

NOMATHEMBA RUTH NZIMANDE

TELEPHONE NO. : 078-***-****/ 073-***-****

E-MAIL ADDRESS : adk0au@r.postjobfree.com

POSTAL ADDRESS : Stand No. 6573

Paul Ndlovu Street

Extension 11

Diepsloot

Johannesburg

2069

PERSONAL DETAILS

SURNAME : Nzimande

FIRST NAMES : Nomathemba Ruth

DATE OF BIRTH : 19 February 1989

IDENTITY NO. : 890-***-**** 080

GENDER : Female

MARITAL STATUS : Single

HOME LANGUAGE : IsiZulu

OTHER LANGUAGES : English, IsiXhosa

HOBBIES : Reading, Writing, and Socializing

DRIVER’S LICENCE : C1 (code 10)

HEALTH : Good

CRIMINAL OFFENCES : None

EDUCATIONAL QUALIFICATION

LAST SCHOOL ATTENDED : Russell High School

HIGHEST GRADE PASSED : Grade 12

SUBJECT PASSED : English, IsiZulu, Speech and Drama,

Biology,Geography,Business Economics

YEAR : 2007

SPECIAL TRAININGS

INSTITUTION : Shatema Academy

OBTAINED : Call Centre Certificate

INSTITUTION : Palama

OBTAINED : Public Service Orientation Programme

Certificate

INSTITUTION : FAISIT

OBTAINED : Retail Insurance Certificate (140 FAIS

Credits)

INSTITUTION : Moonstone

OBTAINED : RE5

TERTIARY EDUCATION

INSTITUTION : Universal College Outcomes

OBTAINED : ICT and Software Foundations 2008

Certificate

MODULES : Concept of Basic Calculations.

Concept of ICT

Effects of ICT

Maintenance of ICT

MS Excel, MS PowerPoint, MS Word.

Office Administration Level 1 & 2.

Typing Instructor Deluxe Keyboard.

Written Communication

Year 2010

EMPLOYMENT HISTORY

NAME OF COMPANY : Mokoatsi Community Development

Services (PTY) Ltd

POSITION : Data Capturer

DURATION : September 2009 – November 2009

DUTIES

Ensure correct capture of data on the company’s information system.

Maintain a database of important contacts.

Preparing logistics for meetings (Invitations, Agendas, and Venues)

Maintain filing in Alphabetical and Numerical order.

Compile monthly statistical report.

Validate of data entry.

Answer phone calls as well as operating switchboard.

Faxing, Photocopying, Typing and Scanning of documents.

REASON FOR LEAVING : Temporal Position

NAME OF COMPANY : PostNet (Business and Communication

Services

POSITION : Administration Clerk

DURATION : 03 January 2011 – 29 June 2012

DUTIES

Administration Duties.

Welcome and accommodate customers accordingly.

Customer handling and customer services.

Photocopying, Faxing, Filing, and Typing etc.

Sending, Receiving and Printing of emails for customers.

Answering of incoming and outgoing calls.

Operating switchboard, taking messages and pass them to relevant people.

Liaise with different service providers. Ensure correct billing of customers.

Ensure that support materials are available in the designated work area.

Postage, Binding and laminating. Training of new staff members.

Invoice transactions, signing of invoices.

Stock control; maintain stock needs of the company.

Ensure all stock is properly and correctly priced. Undertake accurate stocktaking.

REASON FOR LEAVING : Branch Closed Down

NAME OF COMPANY : Aegis (AIG Campaign)

POSITION : Quality Assurance (Verifier) Consultant

DURATION : 14 March 2014 – 1 August 2017

DUTIES

Ensuring that quality calls are made by the sales consultants.

Ensuring that they comply with the company’s policies and procedures in terms of legislation and professionalism.

Monitoring of calls and coaching of sales consultants according to sales scripts.

Provide regular feedback with regards to the sales consultant’s performance.

Assist with daily Call Centre administration work.

Ensure agents comply with the FAIS and FICA Act.

2ic to the quality team when the team manager is not available.

Ensuring all team requirements is met.

Compile daily reports and statistics.

Handling team meetings accordingly.

Handling team queries.

Attend calibration sessions

NAME OF COMPANY : Aegis (AIG Campaign)

POSITION : Retentions Consultant

DURATION : 02 August 2017 – 31 August 2018

DUTIES

Develop new strategies for customer retention activities.

Respond to customer queries and address service complaints in a timely manner.

Track contracts that are soon to be expired and contact customers for renewals.

Contact Clients regarding their policies that have lapsed and do policy reinstatement.

Analyze customer feedbacks and develop new techniques to ensure customer retention.

Provide excellent customer services and ensure customer satisfaction.

Build positive working relationships with customers for repeat businesses.

Explain to customers about old and new products including benefits.

Make sales calls to existing and new customers for business growth.

Perform customer negotiations and reach a fair conclusion from both business and customer perspectives.

NAME OF COMPANY : Aegis (AIG Campaign)

POSITION : Subject Matter Expert

DURATION : 03 September 2018 – Till date

Assess emails, coach new hires weekly and provide feedback.

Handle complaints and queries across all lines of business.

Assist bottom performers across all business lines

Assist Team Leaders, Quality & Training where possible

In charge of the entertainment committee

Update Refunds monthly

Compile quality calls for monthly drop off

Attend to daily administration duties

SPECIAL ACHIEVEMENTS AT AEGIS

Top KPI 1st place

Most Consistent Certificate

Best KPI

Best Accuracy

Second In Command (2ic) of Verification, Retentions and SME teams

SKILLS AND KNOWLEDGE PROFILE

Customer relations

Preparing for meetings and taking of minutes.

Problem solving and conflict handling skills.

Teamwork with good listening skills.

Ability to function under pressure and pay attention to details.

Good organization, Planning, Inter-Personal, Written and Verbal Communication skills.

Time management and flexible with confidentiality.

Professional telephone etiquette.

Computer literate (MS Word, Excel, PowerPoint, Internet, E-mails, Outlook and Publisher).

PERSONAL ATTRIBUTES

Confident, Trustworthy, Reliable, Honest and Loyal.

Dedicated and a Hard worker.

Enthusiastic to acquire new skills.

Can take initiative and able to multi-task.

Career focused and always willing to learn.

REFERENCES

NAME : Mr. PL Mokoatsi

COMPANY : Mokoatsi Community Development

Services (PTY) Ltd

COMPANY LOCATION : Pietermaritzburg (KZN)

POSITION : Managing Director

CONTACT : 033-***-****

NAME : Miss Londiwe Shabalala

COMPANY : PostNet (Business and Communication

Services)

COMPANY LOCATION : Pietermaritzburg (KZN)

POSITION : Assistant Manager

CONTACT : 033-****-***

NAME : Mr. Titus Lewela

COMPANY : Aegis BPO Holdings (Pty) Ltd

COMPANY LOCATION : Johannesburg (Gauteng)

POSITION : Team Manager

CONTACT : 011-***-****

Contact this candidate