Experience

• 

  Outworx Contact Centre

  • City of Cape Town, Western Cape, South Africa

  • Business Intelligence Analyst

    • Jun 2024 - Present
    • City of Cape Town, Western Cape, South Africa

• 

  Moonspin

  • Cape Town, Western Cape, South Africa

  • Zendesk Administrator

    • Dec 2019 - Jun 2024
    • Cape Town, Western Cape, South Africa

    Gathering and Prioritising change requirements for the system.Understanding your business change requirementsReviewing support requests to Zendesk and identifying opportunities for improvements and training.Managing the internal testing and roll out of changes across all teams.New feature deploymentsCompany specific configurations such as new apps, fields and workflows.Major changes such as UI upgrades or helpdesk rollout.Using analytics to improve ticket deflection and agent productivityOn self-service portals reviewing searches and article views to make suggestions on new and improved content.Reviewing use of and quality of macroPerforming hands-on implementation of day to day changesAssisting customising fields for help desk activities and reportingStructuring knowledge base contentManage the localisation of system-wide field options, macros, etc.New reporting requirements.Reviewing and tuning in workflows in ZendeskPeriodically reviewing triggers, automations, views, and macros to ensure out-dated items are deactivated or updated.Ensuring that workflow allows for capturing or relevant analytics that can be used for driving process improvement and measuring help desk and agent performance.Periodically audit agent permissions and ensuring access is appropriate.Defining and maintaining roles for each key type of agent using Zendesk.Ensuring agents are assigned to an appropriate role based on business need.Ensuring on-boarding and off-boarding of new agents is handled quicklyEnsuring system usage is compliant with contracts.Being the interface to Zendesk onFeature requests / problem statementsIssue escalationReportingAbility to translate business requirements into Key Performance indicatorsAbility to comprehend a complex data model and develop custom reports for Executive consumption

• 

  Woolworths

  • Cape Town Area, South Africa

  • Workforce Management Analyst

    • Oct 2016 - Nov 2019
    • Cape Town Area, South Africa

    Responsibilities include: • Providing detail analysis of customer query insights and building trend analysis reports on a weekly bases.• Deep diving into problem areas relating to customer concerns and working with the call centre to try and understand and improve the processes.• Peak and off peak planning by forecasting contact volumes and monitor Actual vs Forecasted volumes and track the variances to assist operations with possible solutions to maintain or improve Service levels.• Staff Planning and ensuring we have sufficient staff to handle volumes and recommend to the business when and where staff is needed.• Assist with operational planning inline with the forecasts and make sure operational processes are efficient enough to justify forecasting modules and results.• Ensuring Staff scheduling are done monthly and break scheduling are also inline with expected volumes by interval and possible promotional impacts.• Ensuring the Head of CS, Operations Manager, 2 x CS Managers and 8 x Team leaders are all operationally ready at start of day and serviced based on their requirements and recap at the end of day.• Administering of any system issues that impacts operations and ensuring proper processes are followed and all issues are escalated to the relevant stakeholders for urgent attention and resolution.• Setting up and providing of regular Agent Scorecards and performance management data inline with the company values expectancies.• Providing detailed Reporting on Customer Service performance and productivity to the head of the department.• Building monthly KPI’s, automation of process for Team Leaders & HR.• Providing monthly trend analysis to ensure that Quality, Optimal Productivity and good practice is maintained or improved on in the contact centre and that the best service is given to customers.

• 

  takealot.com

  • South Africa
  • Retail
  • 700 & Above Employee

  • Zendesk System Administrator

    • Jul 2015 - Sep 2016

    Gathering and Prioritising change requirements for the system.Understanding your business change requirementsReviewing support requests to Zendesk and identifying opportunities for improvements and training.Managing the internal testing and rollout of changes across all teams.New feature deploymentsCompany specific configurations such as new apps, fields and workflows.Major changes such as UI upgrades or helpdesk rollout.Using analytics to improve ticket deflection and agent productivityOn self-service portals reviewing searches and article views to make suggestions on new and improved content.Reviewing use of and quality of macroPerforming hands-on implementation of day to day changesAssisting customising fields for help desk activities and reportingStructuring knowledge base contentManage the localisation of system-wide field options, macros, etc.New reporting requirements.Reviewing and tuning in workflows in ZendeskPeriodically reviewing triggers, automations, views, and macros to ensure out-dated items are deactivated or updated.Ensuring that workflow allows for capturing or relevant analytics that can be used for driving process improvement and measuring help desk and agent performance.Periodically audit agent permissions and ensuring access is appropriate.Defining and maintaining roles for each key type of agent using Zendesk.Ensuring agents are assigned to an appropriate role based on business need.Ensuring on-boarding and off-boarding of new agents is handled quicklyEnsuring system usage is compliant with contracts.Being the interface to Zendesk onFeature requests / problem statementsIssue escalationReportingAbility to translate business requirements into Key Performance indicatorsAbility to comprehend a complex data model and develop custom reports for Executive consumption

  • Workforce And MI Analyst

    • Mar 2014 - Jul 2015

    Responsibilities include:▪ Providing detailed Reporting on Customer Service performance and productivity to the head of the department▪ Daily, weekly & monthly analysis for the performance management of agents▪ Building monthly KPI’s, automation of process for Team Leaders & HR department▪ Running reports against KPI’s for 3 departments within the Customer service environment▪ Providing monthly trend analysis to ensure that Quality, Optimal Productivity and good practice are maintained or improved on in the contact centre and that the best service is given to customers▪ Providing external Department data to the Head of customer service in terms of escalations outstanding that are due to agents and making sure the rest of the business are also maintaining the agreed SLA▪ Monitors SLA Tracking to ensure SLA volumes are excellent and if not further root cause analysis are done to pin point the reason for the drop and a fix will be put in place if needed▪ Smooth running of the contact centre in terms of call spikes or email increases are monitored and if required adjustments are recommended or overtime suggested to ensure we stay within our SLA▪ Ensuring that operationally the contact centre is staffed sufficiently according to customer enquiry volume and making sure specialist are scheduled accordingly▪ Via performance analysis training needs are identified and those agents are then put forward to the training department.▪ Working closely with Customer service managers and Team Leaders to ensure the weekly planning is adequate and well managedAdditional responsibilities:▪ CRM Administrator for the business email system (Zendesk). It is my responsibility to make any operational changes to the system’s front end to assist users with a more automated approach.▪ Making changes on the system also allow us to provide better reporting platforms. Also I handle setting up of Reporting Dashboards within the system for various departments to assist the business.

• 

  kalahari.com

  • eBook Technical support Team Manager

    • Apr 2011 - Mar 2014

    Responsibilities include:▪ Manage a team of Customer Support Agents dealing with day to day queries and ensuring support is available for quick, accurate answers and solutions to customer queries▪ Export daily reports via CRM (Email System and Avaya- Phone system) to Excel▪ Daily, weekly & monthly agent stats are drawn to identify lack of performance or to see who will be key individuals that will help the company exceed the service levels▪ Involvement in training and recruiting aspect of the department when needed▪ Specialised in the technical side of the business requirement when it comes to our customer queries▪ Day to day eBook product queries, Device issues as well as general download problems▪ Provided refresher or new employee training for eBooks▪ Yearly KPI’s with my team and throughout the year we strive to make sure everyone meet the required KPI’s▪ Identifying training needs and assisting agents with reaching their targets as well motivating them is a key function in what I do. Being able to support the team and at times over see the entire floor is a huge responsibility and I do this when required as a senior member of the department.▪ Striving towards excellent customer service using all available tools is a main day to day focus from analyzing data to assisting the Customer Support Supervisor with recruiting of staff. I also deal with the harsher part of Performance managing and Disciplinary procedures when required.

  • Customer Service Representative

    • Apr 2008 - Mar 2011

    Responsibilities include:▪ Dealing with inbound and doing outbound calls to customers regarding online orders place on the Kalahari.com website.▪ Responding via emails and also dealing with all types of queries▪ This position required me to be sufficient with technical product knowledge across the board. This includes, Games and all the different platforms, DVD’s and selected electronic products.

• 

  24.com

  • Telemarketing Representative

    • Apr 2007 - Apr 2008

    Contacting users from provided leads and getting them to sign onto Careers24.com. Also Dealt with assisting customers with interest in mpurchasing new and used vehicles through wheels24.com porthole.

• 

  Cellect Cellular

  • Account Executive

    • Jan 2005 - Mar 2007

    Servicing SME's with current and new lines required. Doing site visits and handle paperwork on behalf of the clients.

  • Account Executive

    • Jan 2005 - Mar 2007

    Servicing SME's with current and new lines required. Doing site visits and handle paperwork on behalf of the clients.

• 

  Rhomco Electronic Assemblers

  • Electronic Assembler

    • Dec 1999 - Dec 2005

    Assembling of electronic pc boards by means of operating hightech assembling machines. Programming the machines to provide optimal and accurate results after assembling of boards. Then making sure the end results pass the QA test for clients satisfaction. Supervising a devision of 6 assemblers to ensure shifts are followed and expected quality is maintained.