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Resume:
CURRICULUM VITAE
OF
ANGELINE LUCZYN-ENSLIN
PERSONAL DETAILS
NAME:
Angeline Luczyn-Enslin
ID:
AGE:
43
ADDERESS:
*** ******* ***, ******** *****
CONTACT NR:
EMAIL:
**********@*****.***
MARITAL STATUS:
Married (3 dependants)
FURTHER STUDIES:
-Damelin College Centurion: Call Centre operations
-PSIRA registered Grade E nr: 2218047
NASIONALITY:
South African
LANGUAGE PROFICIENCY:
Afrikaans and English
ALTERNATIVE CONTRAC NR:
Ryan Enslin - 074-***-****
ACADEMIC BACKGROUND
Secondary Institution:
High School Akasia
Year Obtained:
2000
Qualification:
Matric
Subjects:
English
Afrikaans
Biology
Business Economics
Typing
History
Employment History
COMPANY: Nissan SA – Tracker Connect
ADDRESS: Gauteng
JOB TITLE: Reports Administrator
DUTIES & RESPONSIBILITIES:
Building and sending of daily, weekly and monthly reports (95% of all reports are conducted on excel)
Building and sending of any adhoc Reports
Building and sending of dashboards
Communicating with the dev. team on issues that may occur on any reports
Sending of bulk sms’s using SMS portal
Data matching and bulk updating of records
PERIOD: 01 March 2020 – 31 March 2025
REFERENCES: Thea Ludeke – 082-***-****
Reason for leaving: Retrenched
COMPANY: Nissan SA – Tracker Connect
ADDRESS: Gauteng
JOB TITLE: Quality Assurance Supervisor
DUTIES & RESPONSIBILITIES:
Assessments case and call.
Pulling of reports and checking integrity.
Pulling reports to check case status updates.
Keeping a constant eye on integrity views, to to work pro-actively on integrity.
Assisting Agents by fixing some integrity mistakes that I have access to fix.
Listening in on calls and assisting agents with coaching while on the line.
Sending out assessment feedback to the agents after assessments or as I pick up discrepancies.
Coaching with agents where a trend is picked up on same mistakes being made.
Pulling reports to identify which case notes was not updated and for how long.
Assisting Agents when they require a specific call recording to listen to.
Sending out report reports to request Agents to fix mistakes.
Addendance Report.
Assisting with telephonic interviews and arranging of formal interviews.
Assisting with logging of maintenance tickets.
Assisting with all PC and telephone system related complaints.
Ensuring that 3CX call queues are rotated on a weekly basis.
Supplying of the QA scores for the Quality reports on a monthly basis
Arranging for access cards, log-in details, taking new employees for
induction, setting up users, arranging for new pc’s, setting up new pc’s, arranging for Lan extensions and card renewals.
QA presentations for meetings
Random investigations on Calls and cases on request.
QA Monthly Report
PERIOD: 01 August 2018 – CURRENTLY STILL EMPLOYEED
REFERENCES: Thea Ludeke - 082-***-****
Reason for leaving position: Internal Transfer
COMPANY: C-Track
ADDRESS: Gauteng
JOB TITLE: Technical Admin Clerk
DUTIES & RESPONSIBILITIES:
Technician Overtime.
Assisting with fuel recons.
Assisting techs and QC’s with invoicing and stock discrepancies.
Investigations.
Calls and emails.
MRM usage, ensuring that all technicians use the electronic testing devices, doing follow ups on why devices and procedures were not followed and supplying feedback to management regarding shortcomings.
Scheduling of QC’s for investigations, installations, and repairs.
General Filing
Filing of reports received from QC’s after investigations were completed.
Capturing of all documentation.
Ensure that ops viewer (technician data base) is always updated with new information.
Assist with any requests from any technician QC or Manager.
Assist with asset register if/and when required.
Check tech replay data to ensure that they are not over speeding, they are on time for jobs, ect.
Assist QC's with testing of urgent repairs, installations, ect.
Report any training requirements to management.
Assisting with random weekly reports, fraud investigations, ect.
Updating vehicle list and drivers constantly as drivers or vehicles changed.
Assisting with AOD signed.
Allocating, license discs, E-tags, ect.
Assisting QC’s with random requests, complaints, ect.
Booking of Boardrooms.
Arranging of Polygraphs for CTSA techs.
Assisting QC and techs, who needs help with invoicing.
Ensuring and scheduling those vehicles that needs to go in for repairs are dropped off and collected in time from the panel beaters.
Assist with planning scheduling trips, sleep outs.
PERIOD: 01 January 2016 – 31 July 2018
REFERENCES: Henry Bekker - 071-***-****
Reason for leaving: Retrenchments in Company and looking for something closer to
home
COMPANY: C-Track
ADDRESS: Gauteng
JOB TITLE: Service Control Agent
DUTIES & RESPONSIBILITIES:
To receive new requests for installations from the New Business and Contracts Department
To receive calls and or emails from customers requesting repairs and de and re installations of their units
To receive customer calls and provide assistance where possible to ensure query resolution
To ensure that all information is logged or processed on the in-house systems
To efficiently schedule all customer requests to ensure that Technicians’ time and knowledge is optimally used
To consistently monitor progress of all calls logged and scheduled
To check warranties and to follow up on worksheet to ensure accurate invoicing
To liaise with control room to test customer vehicles when required
To complete all office administration efficiently
To liaise with control room to test customer vehicles when required
To complete all office administration efficiently
To strictly adhere to all Departmental and Company Policies, Procedures and SOP’s
To complete any other task or duty management may reasonably expect of you
Jicho
School Project
Scheduling appointments with customers.
Schedule technicians for the jobs.
Ensuring installations happens as scheduled.
Ensuring installation are tested and updating correctly.
Follow ups done with clients to follow up on their satisfaction about our service.
Ensuring that clients are supplied with all relevant documentation, information, ect.
Cross Country
Insurance Project
Scheduling appointments with customers.
Schedule technicians for the jobs.
Ensuring installations happens as scheduled.
Ensuring installation are tested and updating correctly.
Follow ups done with clients to follow up on their satisfaction about our service.
Ensuring that clients are supplied with all relevant documentation, information, ect.
PERIOD: 01 June 2014 – 31 December 2015
REFERENCES: Craig Alexander – 082-***-****
Reason for leaving position: Internal Transfer
COMPANY: C-Track
ADDRESS: Gauteng
JOB TITLE: Call Centre Supervisor
DUTIES & RESPONSIBILITIES:
To ensure that all new vehicles are registered on the Master Base and Hub and ensure that they are appropriately routed
To ensure that daily quality control checks are done on units as per Policy and Procedure
To ensure that the tracking device is always fully operational and reporting on exceptions and to provide assistance with the scheduling of repairs to units
To ensure that the relevant information and documentation is filed in the individual client’s file
To ensure that the client receives efficient support and service
To ensure that all Gateway Depots are created on the HUB and appropriately connected
To ensure that billing is added on CRM according to the Service Contract received
To constantly evaluate the Department in terms of strengths, weaknesses, opportunities and threats with the guidance of Departmental Manager
To manage the performance of team members and provide training if and where necessary
To provide management with regular and ad-hoc reports
To control and manage departmental office administration
To provide team members with assistance and advise to ensure that both internal and external queries are resolved within the stipulated turnaround times
To ensure strict compliance of Departmental and Company Policies, Procedures and SOP’s
To complete any other task or duty management may reasonably expect of you.
PERIOD: 2007 – 31 May 2014
REFERENCES: Craig Alexander – 082-***-****
Reason for leaving position: Internal Transfer
COMPANY: C-Track
ADDRESS: Gauteng
JOB TITLE: Call Centre Agent
DUTIES & RESPONSIBILITIES:
Registering new installations on bases.
Testing of repairs / de- and re-installations on CRM and Bases.
Assisting clients with any general and online queries.
Complete any other task or duty management may reasonably expert of agent.
Maintaining good relations with existing clients and to market the service to prospective new clients.
Constant follow ups with clients to ensure satisfaction.
Work within any operating areas as determined by management and needs of the business.
Updating and maintaining of client information on CRM and bases and ensuring that all relevant information and correspondence is filled in the individual client file.
Generate required reports to management on weekly and monthly basis.
Inbound and outbound calls.
Attending incoming and outgoing emails.
Sending of health check sms's on daily basis.
Sending health check reports to large corporate clients on daily, weekly and monthly basis.
Assisting walking clients with any enquiries.
PERIOD: 2007 – +/- 2009
REFERENCES: Craig Alexander – 082-***-****
Reason for leaving position: Promotion
COMPANY: Consolidated Freight North sold to DHL EXEL
SUPPLY CHAIN (SA)
ADDRESS: Pretoria Gauteng
JOB TITLE: Maintenance Clerk
DUTIES & RESPONSIBILITIES:
Data Capturing.
Responsible for purchases.
Stock Control.
Handling petty cash.
Maintaining fuel comsumption on all fleet vehicles and highlight descrepencies.
Issuing Orders.
Maintaining full mainenance records on all vehicles.
Booking of services for all the fleet vehicles.
Managing tracking on all vehicles.
PERIOD: 2001 – 2007
REFERENCES: Adriaan Theron – 083-***-****
Reason for leaving: Looking for growth
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