Call Centre Manager
Resume:
CURRICULUM VITAE
OF
MOHLAMA MOLOKO
PERSONAL DETAILS
Surname : Mohlama
Names : Moloko Gift
Identity Number : 831-***-**** 083
Nationality : South African
Residential Address : 36 Navigation Street
: west park Address : 36 Navigation Street
: west park
Contact Number : 084*******
Gender : Female
Marital Status : Single
Home Language : Setswana
Other Language : English, Sotho and Venda
Health : Excellent
Drivers licence : Code 08
SECONDARY QUALIFICATIONS
Highest Standard Passed : Matric
High School Attended : Lwamondo High School
Subject Passed : Venda, English, Afrikaans,
Business Economics
Home Economics, Biology & Geography
TERTIARY EDUCATION
Institution : Tshwane South College
(Atteridgeville Campus)
Course : Management Assistant
Subject Passed : Communication N4
Office Practice N4
Information Processing N4
Computer Practice N4
Institution : Winchester Academy
Course : Call centre agent
Obtain : Certificate in call centre
Institution : Telkom SA Training centre
Course : Call centre management
Reference : Chris Nndedwa
Institution : GRAPA
Course : Telecommunication Fraud Analyst
Obtain : Certificate
WORK EXPERIENCE
Company : Edgars
Position : Cashier and Customer Service
Reason for leaving : Casual worker
Duration : 1 Year 6 Months
Reference : Vera Poo / Tshepo (Flexible Staffing)
Edgars Church Street
Company : Phakgabokgoni Chicken Farm
Position : Manager
Duration 4 Months
Reason for leaving : Contract
Reference : Abraham Serote
Company : Junk mail publishing group
Position : Call centre Agent / Tele sales canvassing / Inbound and Out bound
Duration : 7 Months
Reason for leaving : Temporary
Reference : Angie broerie
Supervisor
Company : Consulta research
Position : Call centre agent / Out bound/Conducting surveys
Duration : 4 Months
Reason for leaving : Contract
Reference : Vic da Silver
: Supervisor
Company : Telkom SA
Position : Call centre agent (Account enquiry)
Reference : Hendrietta Jansvanveeren
: Supervisor
: (011-*******
Company : X-Cell communication (cell phone contract)
Position : Call Centre Agent Technical Dept.
Reference : Nicolene George (011-***-**** ext1212
Company : Cell c Service provider
Position. : Call centre
Duration : 01 August 2007 till 06 June 2008
Duties : General Admin work (Email, Fax&etc
: Handling Client Queries
: Maintain & Achieve Targets
: Data-Capturing
: Comply with Legislative Requirements
Position : Quality Assessor / Customer
Experience adviser
Duration : 7 June 2008 to 30 October 2014
Duties : Assessing calls, making recommendations
: Query Resolution
: Retrieving Of Calls
: Coaching Agents
: Make recommendations for improvements in
systems and processes when identified
: Perform duties as determined by the set
benchmarks of the department
: Communicate errors to management
: Validate the use of current Reasons for
Calls and suggest improvements and
enhancements
: Making calls to customers to find out how was
the service
SECONDMENT
Position : Fraud Analyst
Duration : 01 May 2012 till 30 August 2013
KEY PERFORMANCE AREA
Monitor constantly customer and transactional records to identify unauthorized transactions and fraudulent accounts.
Determine existing fraud trends by analyzing accounts and transaction patterns.
Resolve customer issues within the scope of existing service level agreements.
Resolve queued transactions within the service level agreements to reduce potential revenue losses.
SECONDMENT
Position :Process Analyst/Specialist
Period : SEPT 2013 DEC 2013
KEY PERFORMANCE AREA
Understanding of business and process risk, as well as recommending to business controls to mitigate those risks
Ability to investigate process/system errors to root cause and advise on improvements/ solutirisk
Build and nurture positive working relationships with internal customers and key decision makers with the intention to exceed their expectations.
Produce proposals that demonstrate to decision-makers the ability to meet their business needs
Supervision of colleagues, reviewing their work, providing support and sharing knowledge
Working as part of a team, conducting reviews of current processes and systems, analyzing companys business processes, finding system exceptions and understanding the process requirements and translating it into process documentation and assisting with implementation of processes
Evaluating the current processes and procedures for effectiveness / efficiency
Map business processes to reflect changes in business environment
Performing ongoing review of existing processes and procedures with process owners, and providing recommendations to optimize these
EXPERIENCE GAINED
Customer Service Assessor, Customer Experience Advisor, Testing Beam system, Couching ACE from the store with Beam system, Market research conducting surveys, Map business processes
Company : Old Mutual
Position : Financial Advisor
Duration : 01July 2015 to 25 February 2016
REFERENCE
1. Tatum van Staden (Cell C Call centre Team leader)
2. Henrietta Jansvanveeren (Telkom SA Team Leader)
Supervisor
3. Cathrene Mokone Branch Manager Old Matual
Jacques Muller (Cell C CEM Manager)
084-***-****(w)
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