Experience

Genii Ai & Analytics

• South Africa
• IT Services and IT Consulting
• 1 - 100 Employee

• Quality / Insights Analyst

  • Nov 2020 - Present

  -Monitor & Analyze transactions for assigned client programs -Use appropriate forms and definitions for assigned programs -Use analytics monitoring tools, systems, and processes as directed -Maintain knowledge and understanding of assigned client program's products and processes through ongoing training and handling of customer transactions -Analyze large volumes of data and transaction monitoring results, resulting in further drilldown and causality data -Ensure high standards of product knowledge and adherence to processes is maintained through the analytics process -Identify trends and business level improvement opportunities, participate in root cause analysis and problem solving process, provide recommendations for improvement. Show less



Frank.net|Liberty

• Quality Resolution Administrator

  • Jul 2019 - Jul 2020

  •Retrieve customer client policy discrepancies through a CRM and Aurora •Call the client to rectify policy discrepancies(outbound) •Transfer policies to customer service for minor amendments •Determine deficiencies and analyze discrepancy trends •Assist with operational requirements and administration duties where needed •Retrieve customer client policy discrepancies through a CRM and Aurora •Call the client to rectify policy discrepancies(outbound) •Transfer policies to customer service for minor amendments •Determine deficiencies and analyze discrepancy trends •Assist with operational requirements and administration duties where needed



Altron bytes People Solutions

• Customer Service Team Leader

  • Oct 2018 - May 2019

  •Manage and drive performance •Implementing and managing Human resource processes •Managing compliance and Quality processes •Develop and retain employees •Achievement of client service levels •Achievement of all Key performance areas as defined by the client •Maintain customer focus and satisfaction •Adherence to system and the company’s processes •Flexibility to change and incorporation of changes, as required •Daily administration •Manage and drive performance •Implementing and managing Human resource processes •Managing compliance and Quality processes •Develop and retain employees •Achievement of client service levels •Achievement of all Key performance areas as defined by the client •Maintain customer focus and satisfaction •Adherence to system and the company’s processes •Flexibility to change and incorporation of changes, as required •Daily administration



WNS Global Services SA

• South Africa
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Asistant Manager -Operations

  • Nov 2010 - Oct 2018

  • Manage and drive performance • Implementing and managing Human resource processes • Managing compliance and Quality processes • Develop and retain employees • Achievement of client service levels • Achievement of all Key performance areas as defined by the client • Maintain customer focus and satisfaction • Assist with complex problem solving • Adherence to system and the companies processes • Flexibility to change and incorporation of changes, as required. • Manage and drive performance • Implementing and managing Human resource processes • Managing compliance and Quality processes • Develop and retain employees • Achievement of client service levels • Achievement of all Key performance areas as defined by the client • Maintain customer focus and satisfaction • Assist with complex problem solving • Adherence to system and the companies processes • Flexibility to change and incorporation of changes, as required.