CAREER OBJECTIVE

To establish myself in a dynamic environment, where my skills may be fully utilized.

I would really like to grow within a company that has a vision of growing further and become an industry leader in the long run.

PROFILE PERSONAL

I am an energetic, curious and reliable person meaning if I commit to doing something I make sure it is done and on time.

I acquired communication and interpersonal skills during my time as a cashier and a call center agent because I constantly had to engage with customers and had to make sure they are happy. The interpersonal skills I gained also made it easier for me to work in a team with my fellow colleagues when we had to do projects.

PERSONAL DETAILS

Name : Khosi Nkosi

Gender : Female

Languages : Zulu and English

Drivers license : Code 10

EDUCATIONAL QUALIFICATIONS

Institution : Phumulani Secondary School

Highest Grade Passed : Grade 12

Subjects : English, Zulu, Accounting, Business economics,

: Economics, Criminology,

Leadership roles: Prefect in Grade 12(My role was to co-ordinate assembly lines and keep silence as we start the day with prayer, and several announcements for the activities of each specific day. And other daily responsibilities)

TERTIARY EDUCATION

Institution : End User Computing

Comprehensive Computer Operators

Subjects : Ms Dos Operating System

Operation System : Word Perfect

: Windows 95

: Windows Works

: Microsoft Word

: Microsoft Excel

: Microsoft Power Point

Institution name Sage VIP Training Academy

Sage VIP Training Subjects

Subjects : Introduction to Payroll

: And Payroll Processing

: Payroll Administration

: And Company Parameters

: Introduction to Personnel Administration

Year Completed 2017

EMPLOYMENT HISTORY

Company : Mica Warehouse Rivonia

Position Held : Cashier

Tasks & Responsibilities : Handling all payments

Duration : 1 Year (2009-2010)

Reason for leaving : Contract ended

Company : Macsteel Company

Position Held : Receptionist

Tasks & Responsibilities : Capture all the documents from the documents

: Set up meetings,

: filling of all relevant documents,

: E-mailing,

: Faxing,

: preparing spreadsheets and reports : answering all incoming calls and transferring to the right

: Department,

Duration : 2 years (March 2011 to November 2013)

Reason for leaving : Retrenched

Company : AA Emergency roadside assistance

Position Held : Incident Coordinator

Tasks & Responsibilities : Handling inbound calls

: Registering emergency roadside cases

: Comfirming cover

: Dispatching

: Arranging vehicles rentals

: Following up with the clients with service provided

: Closing Cases

: Handling complaints and sending it to the relevant person

For assistance

Duration : October 2014 to May 2016

Reason for leaving : Contract ended

Company : Europassistance South Africa

Position held : Case Admin from July 2018 till March 2020

Task and responsibility : Handling inbound calls

: Registering new claim using (ICE)

: Validating client’s policies

: Logging emergency Roadside and Home assist cases

: Customer (ABSA: Road and Home Emergency) etc

: Dispatching

: Follow up with the client confirming assistance

: Arranging car rentals

: Closing cases

: Escalating queries and complaints to the relevant

Structure

21C (second in charge) from March 2020 till today

Task and responsibility : Managing +/- 18 Agents per shift

: Report directly to the Contact Centre manager regarding

the all the contact center activities.

: Provide any training that the consultants need and

and monitor the team’s participation to ensure the

training they are being provided is put into use.

: One coaching session with consultants per week.

: Handle customer’s complaints.

: Identifying and dealing with any service gaps.

: Manage the flow of day-to-day operations.

: Listen to calls and perform one QA per consultant a week.

: Checking for case quality and soft skills (call handling

Manner)

: Making sure that we stay within SLA’s of different client

Groups.

: Assist the running of the contact Centre in the absent of

the manager

REFERENCES

Name : Mr Mduduzi Chilli

Position : Supervisor (AA Emergency Roadside Assist)

Contact number : 011-***-****/1500/1533

Name : Mr Firoz Mohammed

Position : Manager (Macsteel)

Contact number : (011-***-****

Name : Mr Isaac Mpaki

Position : Manager (Mica)

Contact number : (011-***-****

Name : Ntsako Makamu

Position : HR

Contact number : 071*******

Europ assistance.

.

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