Curriculum Vitae

of

Ruwayda R M Ebrahim

Personal Details

Surname Ebrahim

Name Ruwayda Rochelle Maudie

Date of Birth 15 September 1978

Address ** **** ******

Extension 2

Meredale

2091

Mobile number 076-***-****

Email adurd1@r.postjobfree.com

Nationality South – African

Linguistic ability English Afrikaans

Educational Information

Qualification Grade 12

Year 1997

School Betram Senior Secondary School

Subjects English, Afrikaans, Business Economics, Home Economics Geography, Biology

Tertiary Educational Information

Qualification Diploma in Logistics and Supply Chain Management

Year 01 May 2016 – 30 November 2020 – Completed.

Institution Open Learning Group

Modules Logistics Business Communication

Logistics Management

Supply Chain Management

Business Management

Economics

Transport Economics

Business Information Systems

Marketing management

Financial Management

Logistics and Supply Chain Management Systems

Work Integrated Learning 1 (WIL_1)

Work Integrated Learning 2 (WIL_2)

Employment Certification

Institution Altron / Bytes People Solution

Course Microsoft Excel Level 1

Year 2019

Institution X-factor Safety Consultants (Pty) Ltd

Course First Aid Level 1

Year 2018

Institution Future Performance Training Academy

Course Train the Trainer

Year 2015

Institution Edcon Training Department

Course Triad Phase 2

Collections Tracking and Analysis

Customer Services

ITC

Experion

Year 2000

Computer Skills

Literacy Microsoft Outlook

Microsoft Word

Excel including V-lookups Microsoft PowerPoint

Skills Flexgen

Card Applications

Employment History

Employer DSV Mounties Division

Address Cnr. Edelberts and Gordon Road, Florida

Position Operations, Controller - Quality

Department Call Centre

Responsibilities Quality assessing of calls and emails.

Coaching and Mentoring Agents.

Training newly recruited agents on all Standard Operational Procedures.

Updating training manuals from time to time.

Training on Telephone skills and Email etiquette.

Scheduling of training for new staff members in all other departments and refresher training sessions for older staff.

Drafting of Assessments.

Compiling and completion of all agents’ reports after training provided and give feedback to management on Assessment scores and the agents progress on a weekly basis.

Identifying skills Gap.

Breaching Gaps with skills transfer training sessions.

Compiling of daily and weekly QA reports

Period June 2016 – Current

Employer UTI Mounties Division

Address Cnr. Edelberts and Gordon Road, Florida

Position Bulk Administrator / Processor

Department Inbound Call Centre

Responsibilities Bulk Administration of Credit cards for all 4 Major Banks (ABSA, Nedbank, Standard Bank, First National and Device service providers (E.G. Mobile Choice, Nashua Mobile, AG Cellular and KSS Cellular.

Compiling of daily Stats on number of Bulks completed.

Assisting with the quality checking of all emails received a send to the agents

Closing all last response email queries within SLA.

Assisting teamleaders with a montly report for ABSA on investigations logged.

Period August 2014 – May 2016

Employer UTI Mounties Division

Address Cnr. Edelberts and Gordon Road, Florida

Position Call Centre Subject Matter Expert

Department Inbound Call Centre

Responsibilities Training newly recruited agents on all Standard Operational Procedures.

Updating training manuals.

Training on Telephone skills and Email etiquette.

Scheduling of training for new staff members in all other departments and refresher training sessions for older staff.

Drafting of Assessments.

Compiling and completion of all agents’ reports after training provided and give feedback to management on Assessment scores and the agents progress on a weekly basis.

Coaching and Mentoring Agents.

Identifying skills Gap.

Breaching Gaps with skills transfer training sessions.

Updating SOP’s from time to time

Period January 2013 – August 2014

Employer UTI Mounties Division

Address Cnr. Edelberts and Gordon Road, Florida

Position Second Response Quality Assessor

Department Inbound Call Centre

Responsibilities Quality check on all emails received and sent to the agents

Close all last response queries

Do adjustments on active queries

Data capturing of all last response on spreadsheet

Compiling a Daily Agent Management Report

Compiling Daily Follow up Sheet for work allocation to agents

Compiling a QA Report

Coaching and Mentoring Agents

Period 03 October 2011 – January 2013

Employer Universal Healthcare Administrators (Pty) (Ltd)

Address 15 Tambach Road, Sunninghill

Position Administration Clerk

Department Memberships

Responsibilities Administration of National Bargaining Councils Health Plan.

Data Capturing.

Processing of Dependants application forms.

Outbound Telephonic queries requesting outstanding information from clients.

General administrative duties including filing.

Period 25 July 2011 – 25 September 2011

Employer UTI Mounties Division

Address Cnr. Edelberts and Gordon Road, Florida

Position Call Centre Agent

Department Inbound Call Centre

Responsibilities Administration of Credit Cards for all 4 Major Banks (ABSA, Nedbank, Standard Bank, First National and Device service providers (E.G. Mobile Choice, Nashua Mobile, AG Cellular and KSS Cellular.

Ensuring that credit card and device deliveries and or Collections to Bank or Clients Physical Addresses take place efficiently and effectively.

Liaison with Bank and clients telephonically.

Handling of e-mail queries from the Banks and Device service providers with instructions for deliveries of parcels. Data Capturing.

Maintenance of service level agreements and customer services

Period 03 August 2010 – 20 July 2011

Employer Eeze-Dex Industrial Procurement Services (PTY) LTD

Address 1st Floor, Grosvenor Gate, Hyde Lane, Hyde Park, Johannesburg, 2125

Position Tender Administrator

Department Tender / Coding Department

Responsibilities Identifying and sourcing of all tenders in tender sources such as websites, tender bulletins, newspapers

Capturing of Tenders Conduct all related administration and clerical functions

Period 21 January 2009 – 30 July 2010

Employer Status Medical Aid Administrators

Address Status House, 15 Tambach Road, Sunninghill Park, Sandton, 2128

Position Supervisor

Department Membership

Responsibilities Medical Aid underwriting

Team Management and functional support

Collating critical information to effect underwriting process

Data capturing including drafting medical aid correspondence letters

Liaising with medical aid brokers and providing status reports

Quantitive and Qualitative management

Maintenance of service levels and customer services

Financial reporting – Monthly Profit & Loss report compilation

Period 01 May 2007 – 28 February 2008

Employer Status Medical Aid Administrators

Position Administration Clerk

Department Membership

Responsibilities Customer enquiries & query assistance (In, outbound, correspondence)

Processing membership applications and request outstanding information.

Membership cancellation and re-instatements

Advising clients (Waiting periods, Condition specific Waiting -

Periods and Late joiner penalties)

Administrative duties and issuing of membership certificates

Period 21 July 2003 – 30 April 2007

Employer Edcon

Address Edgardale, 1 Press Avenue, Crownmines, Johannesburg, 2001

Position Arrear Account Counsellor

Department Regional Collections Office

Responsibilities Collections Tracking and Analysis

Period 07 September 2001 – 06 April 2003

Employer Edcon

Position Call Centre Agent

Department National Security Corporation - Debtors Admin & Control

Responsibilities Credit Bureau reverals and removals – KI & ITC

Investigations of fraudulent and disputed accounts

Liaising with stores regarding fraudulent and disputed documentation.

Write-offs of fraudulent and overdue unpaid accounts

Period 01 April 2000 – 06 September 2001

Employer Medikredit (PTY) LTD

Address 18 Jan Smuts Avenue, Rosebank, Johannesburg, 2001

Position Administration Clerk

Department Receiving

Responsibilities Receiving and date stamping of pharmacy claims

Data Capturing

Pharmaceutical claim assessing

Period 01 November 1997 – 01 October 1999

References

Company DSV Mounties Division

Contact Person Ms Ketso Nyathi

Position Team Leader

Work Tel 011-***-****

Mobile 072-***-****

Company DSV Mounties Division

Contact Person Mr Karabo Segone

Position Team Leader

Work Tel 011-***-****

Mobile 082-***-****

Company UTi Mounties Division

Contact Person Mr Pherlin Maber

Position Team Leader

Work Tel 011-***-****

Mobile 071-***-****

Company UTi Mounties Division

Contact Person Ms Samantha Pokpas

Position Supervisor

Work Tel 011-***-****

Mobile 071-***-****

Company UTi Mounties Division

Contact Person Ms Linda Veeran

Position Manager

Mobile 083-***-****

Company Universal Healthcare Administrators (Pty) (Ltd)

Contact Person Mrs Kamini Nagar

Position Manager

Work Tel 011-***-**** / 1000

Mobile 072-***-****

Company Eeze-Dex Industrial Procurment Services PTY (LTD)

Contact Person Mr Sean Brindley

Position Manager

Work Tel 011-***-**** / 3600

Mobile 079-***-****

Contact this candidate