Quality oversight officer and admin

Curriculum Vitae Of Buhlebezwe Angel Ngcobo

Address : ** ******* ******, ****** ****

Contact No : 084-***-****

Email : ************@*****.***

Id number : 930**********

Summary

I Portray excep+onal comfort in building human rela+ons and have ability to get others accept and trust a vision of the future. Displaying confidence whilst managing conflicts and achieving win-win outcomes when there are conflic+ng interests and limited resources. Furthermore, I am diploma+c, computer literate, and able to consistently deliver accurate work of a high quality by solving challenging problems and paying a5en+on to detail. Effec+ve communica+on and se7ng define milestones for achieving goals serves as a key competence for the success of my future.

Educa onal background

2010

Smeroe Secondary School

Obtained: Senior cer+ficate

Work experience

Company : Nutun Business Services SA

Period : August 2022 to date

Job +tle : Quality Oversight Officer /QA

Du+es : Provision of insights to the Ops teams to improve performance. Weekly mee+ngs with the Ops teams to iden+fy key focus areas. Coach underperforming agents to improve performance. Effec+ve evalua+on of customer interac+ons to ensure agents meet predefined standards aligned to organiza+onal objec+ves.

Monthly reports to provide insight to the business - improvement/regression, number of audits conducted, adhocs findings, recommenda+ons, level-up repor+ng, etc. Stakeholder management/engagement.

Iden+fy mandate trends and provide ac+onable recommenda+ons. Company : Debt- in

Period : September 2019- August 2022

Job +tle : Collec+ons Administrator

Du+es : Management administra+on.

Liasing with the client and admin work.

Handling customer and client enquiries

Liasing with agents. Team leaders and Manager

Second in command in the absent of team managers

Company : Chaplin Beekrum& Ngwenya

Period : November 2017- August 2019 Job +tle: Call centre agent Du+es : Customer service and Debt collec+ons.

Collec+ng outstanding debts (medical bills, school fees, loans etc). Handling of customer enquiries, complaints and provide solu+on. Liaison with the supervisor and manager.

Update exis+ng and entering new customer informa+on into the system. Manage administra+on and maintain customer database. Company : Blake and Associates

Period : January 2014- August 2016

Job Title : Call centre agent

Du+es : Debt collec+ons and Customer service

Collec+ng of outstanding debts (outsourced accounts and internal accounts. etc) . Handling of customer enquiries, complaints and escalate when necessary. Making follow ups.

Update exis+ng and entering new customer informa+on into the system. Manage customer database.

References

Manager: Ms Chantal Boullineau

Nutun Business Services SA

Phone 081-***-****

Manager: Ms Philile Ngcobo

Debt-in

Manager Phone 084-***-****

Human resource: Ms Tracy Govender

Chaplin Beekrum and Ngwenya

Phone: 033-***-****

Supervisor: Ms Tamsyn Ganesen

Blake and Associates

Phone: 031-***-****

Contact this candidate