Curriculum Vitae of

WILLIAM MOKHUTLE

PERSONAL DETAILS

FIRST NAMES : WILLIAM KHOTO

SURNAME : MOKHUTLE

POSTAL ADDRESS : 3296 ZONE 3

: PIMVILLE

: SOWETO

: 1808

CONTACT NUMBER : 067-***-****

MARITAL STATUS : MARRIED

DEPENDANTS : FOUR

NATIONALITY : SOUTH AFRICAN

HOME LANGUAGE : SOUTHREN SOTHO

IDENTITY NUMBER : 710**********

HEALTH STATUS : GOOD

DRIVER’S LICENSE : CODE 10

EDUCATIONAL QUALIFICATION

HIGHEST STANDARD PASSED : GRADE 12 (1991)

LAST SCHOOL ATENDED : MANTHATISI SENOIR SEC SCHOOL SUBJECTS PASSED : ENGLISH

: AFRIKAANS

: GEOGRAPHY

: S. SOTHO

: PHYSICAL SCIENCE

: BIOLOGY

Certificates Obtained

INSTITUTION : CALL CENTER COMMUNICATION

COURSE : ICT SKILLS

YEAR : 2006

SUBJECTS : PC SKILLS

: COMMUNICATION SKILLS

: CUSTOMER SERVICE SKILLS

: ASSERTIVENESS SKILLS

: TELEPHONE ATIQUETTE

: TYPING SKILLS – 30WPM & 90% ACCURACY

INSTITUTION : Institute of Performance Technology

YEAR : 2008

QUALIFICATION : NATIONAL CONTACT CENTER CERTIFICATE EMPLOYMENT HISTORY

COMPANY : EVEREST SECURITY SERVICES

POSITION : AREA MANAGER

DURATION : JAN (199) SEPT (2002)

REASON FOR LEAVING : TENDER EXPIRED

Responsibilities : Update daily production plans to meet customer expectations.

: Develop staffing requirements and plans based on productivity objectives.

: Analyse and resolve operations and workflow

issues.

: Monitor and communicate daily, weekly and

monthly production data to Operations Manager.

: Recommend operational improvements to meet

productivity, quality and cost objectives.

: Ensure operation reports are prepared in

compliance with company policies

and procedures.

: Collaborate with HR team to develop employee

training programs.

: Manage and control operations expense according

to allotted budget.

: Provide production goals and expectations to

operations staff on regular basis.

NB: Attended high profile business meetings on behalf of partners with amongst other clients: JHB Metro police Department, WBHO during construction of Carnival City Casino, L Suzman Tobacco distribution and Engen Athletics management held at Ruimsig Stadium in Roodeport in 1998.Preparing of Security measures and implementation thereof for UN Children World Sammit with SAPS Soweto/JHB and relevant security bodies in 2002. Please feel free to contact Gerard Barreiro and Albert Boshof on the contacts below. COMPANY : CAPITAL OUTSOURCING

POSITION : MACHENDAISER

DURATION : 2004 – 2006 MARCH

REASON FOR LEAVING : RESIGNED FOR CALL CENTER TRAINING COMPANY : INTERNATIONALSOS S.A

POSITION : CALL DISTRIBUTION AGENT

DURATION : SEPT 2006 – OCT 2009 (PERM/ WORKER)

JOB DESCRIPTION

Answering incoming emergency calls or internally transferred call. Identify and analyse the caller’s problem. Evaluate the nature of the call and act accordingly. Take ownership of the call and co-ordinate appropriate solution to the problem presented using either internal or external resources. Open file on the internal computer program and capture the details of the call on the company database. COMPANY : INTERNATIONALSOS S.A

POSITION : TEAM LEADER – (112 SPECIALTY DEPARMENT) DURATION : 2009 November Until 30 October 2012

JOB SUMMARY:

Implement and manage human and infrastructure resources required in the call centre to ensure the smooth running of a shift.

Co-ordinate, monitor and manage case distribution, case activity and all real-time issues. Responsible for staff development coaching and monitoring in the call centre. Maintaining high standards of service delivery in the call centre. Performance evaluations and discussions.

Running the day-to-day functions in the call centre. Handling client complaints.

COMPANY : DIGICALL ASSIST / INTERNATIONALSOS S.A

POSITION : Assistant Call Center Manager

DURATION : 1 November 2012 until 16 February 2017

NB: Moved to ER24 / Medi Clinic on section 197 on the 1 February 2017 to 16 February 2017 where I left the company on mutual agreement.

JOB SUMMARY

Coordinate, manage and monitor the duties of various junior managers and staff in the organization. Best Practices - Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures.

Production - Monitor performance and implement improvements. Manage quality and quantity of employee productivity.

Communication - Monitor, manage and improve the efficiency of support services such as IT, HR, Accounts and Finance. Facilitate coordination and communication between support functions. Strategic Input - Liaison with top management. Assist in the development of strategic plans for operational activity. Implement and manage operational plans. Planning and implementing Vodacom’s customer and people first strategies.

Other Responsibilities:

Served as a member of ISOS Pension fund board of Trustees (employee rep): Implementing relevant legislation, Analyzing Monthly reports with the board and advising where necessary, Formulate as a board, productive Investment strategies and taking critical decisions. Served as Health and Safety Committee member: Drafting of cleaning procedures, drafting of security procedures, reporting to Labor Department as and when required. PERSONAL/EMPLOYEE ATTRIBUTES

: PEOPLE FIRST CHAMPION

: Quality assurance, policy and procedure driven.

: Easily turn critics in to positives outcomes

: Precise and strong sense of attention to detail.

: Decisive and action oriented

: Well develop problem solving and listening skills.

: Self-motivated and able to mobilize others towards a common goal.

: Relate well with people at all levels.

: Good leadership skill,

: Good communication skills

: Ability to work in high pressure environment

: Energetic and Authentic

REFERENCE

CONTACT PERSON : SIZWE NGENGEBULE (HEAD OF ASSISTANCE) COMPANY : DIGI CALL ASSIST/ INTERNATIONALSOS S.A

CONTACT NUMBER : 010-***-**** / 082-***-****

CONTAC PERSON : SYNDI BEDESSIE (MANAGER - HUMAN CAPITAL) COMPANY : MEDI CLINIC / ER24

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

NAME : DAWNE CANNINING

POSITION : INSTRUCTOR

COMPANY : CALL CENCENTER COMMUNICATIONS

CONTACT : 011-***-**** / 084-***-****

NAME : Gerard Barreiro

POSITION : Managing Director

COMPANY : RECALL SECURITY SERVICES /EVEREST SECURITY CONTACT : 082-***-****/ 021-***-****/2

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