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Manager Call Centre

Location:
Pretoria, Gauteng, South Africa
Posted:
April 22, 2021

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Resume:

Avuyile Mohube Manyaka

Ga-Manyaka • Burgersfort

Open to relocating Yes • Availability Immediately

South African • • EE Status Black female

Mobile (083-***-**** • Alternative (078-***-**** • E-mail adlvfg@r.postjobfree.com

ID Number 940**********

PROFILE

A dynamic individual who is highly organised and well-spoken. Has a great work ethic and people orientated. I portray a self-instilled determination to take on any challenge presented to me and strive to perform brilliantly at any given tasks.

EDUCATION

Centurion College (2012)

Matric

TERTIARY QUALIFICATIONS

Damelin

National Diploma in HR Management & Practice (IN PROCESS)

Enjo Consulting (2015)

SAQA Accredited Training & Facilitation Course

South African Airways (2013)

GUI Reservations

Microsoft Office, Amadeus & Majestic

NGO & Contact Centre

COMPUTER SKILLS

-MS OFFICE (WORD; EXCEL; OUTLOOK; POWERPONT)

-GOOGLE DRIVE

-SPREADSHEETS

WORK EXPERIENCE

Columba Leadership Provincial Administrator & Logistics (2014-2020 September )

Trust Human Resources Administration

NGO

Support Role

●Provide on-going support role to the Provincial Manager

●On-going Quality Control Role

Stock Management

●Stock management and sign off

Finance

●Submission of payments

●Reconciliation of payments

●Credit card reconciliation

●Prepare advance request

●Staff debtor control

●Update asset register

●Finance administration

Data Capturing

●Event register capturing

●Document control

Academy Support

●Packing academy resources

Logistics

●Venue Bookings

●Travel Arrangements

Procurement as per specifications/procedures

●Academy resources

●Office appliances

●Transport for academies

Human Resources Administration (4 months)

●Received CVs from candidates for recruitment

●Screened and made recommendations for shortlisting

●Wrote reports on HR administration work

●Assisted with various Human Resources tasks

Reports to: Provincial Manager:

Gauteng Province

Reasons for leaving : Relocated to a different province

South African Call Centre Team Leader (2014-03 to 2014-08)

Airways (SAA)

Contact Centre Training & Performance Management

●Coached/trained the reservations team to ensure delivery of excellent customer service in accordance with the prescribed standards

●Signed off Agents timesheets on a weekly basis

●Conducted team briefs as scheduled by the work force management team and in line with the weekly focus agenda set by the Operations Managers

Administration

●Ensured regular feedback was given to Agents with regards to action plans that had been agreed upon

●Tracked and accurately updated operational performance files for Agents on a weekly basis

●Resolved all customer queries that where escalated or identified as

detracting from the positive customer experience that the

company intended to generate

●Dealt with incoming email, faxes and post, often corresponding on behalf of the manager

Reported to: Operations Manager

Reason for leaving: This was a contract position

South African Call Centre Agent (2013-01 to 2014-02)

Airways (SAA)

Contact Centre

●Confirmed flight bookings and amended existing flight bookings

●Processed payment for flights and requested tax invoices

●Re-booked delayed flights

●Created and maintained reservation records by date of arrival and alphabetical listing

●Processed cancellations & modifications and relayed the information to the relevant department

●Managed inbound and outbound calls

●Confirmed reservations for SAA airlines and SAA star alliance partners

●Responded to customer related queries

Reported to: Team Leader

Reason for leaving: Promoted to call centre team leader

REFERENCES

Name: Samkelo Maseko

Position: HR Manager

Company Name: South African Airways (Merchants Business Unit)

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

Name: Donna McCartney

Position: HR Manager

Company Name: Columba Leadership Trust

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



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