Experience

iContact BPO

• South Africa
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• MI Analyst

  • Nov 2021 - Present

  - I am currently assessing, handling, and managing data of seven Call Centre campaigns (SMEs/Start-ups). - Collaborating with (BI) Business Intelligence Analyst to glean valuable insights from data, using agile self-service programs without requiring IT intervention to increase company compliance and adherence by 25%. - I have achieved an 80% weekly Occupancy rate by suggesting agents to handle most calls during quiet hours, proportionally minimizing handle time per customer interaction. - Administered and reported on lagging Key Important Indicators (KPI) to achieve a 20% productivity increase, through incentivizing improvement on such metrics. - Identified problematic agents using After Call Work (ACW) indicators for respective campaigns (SMEs/Start-ups) to inform headcount vs. productivity variables against service level agreements, influencing performance management by 100% on captured statistics. - Reporting on Key Important Indicators (KPI) and metrics to campaign managers and team leaders to guarantee a 75% or more compliance output, with company operational standards and client service level agreements. - Responsible for day-to-day management of productivity related metrics at all Call Centre levels to track daily performance for performance management and quality assurance. - Assessing compliance with Workforce Management standards and providing feedback on respective scheduling, real-time management, service level objectives and operational support. Show less



Canopy

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Rental Property Administrator

  • Feb 2021 - Nov 2021

  - 7 months experience in UK fintech property rental start-up business. - Administrative duties: o Employment types analysis; - PAYE Employment: Pay slips. - Self-employment: Tax returns, SA320 & Accountant's reference letters. - UK Benefits: Entitlement/ award letter, Bank statements & Universal Credit Statements. - Pensions: P60, Latest Pension annual statements & Pension pay slips. - Students: Student grant entitlement/ award letters. - Other income: Property investments. o Savings accessibility; - Savings types: Global Savings accounts, Cash ISAs, Stocks & Shares ISAs, Premium bonds, Other accessible investment covenants. o Experian Functions; - Credit score - Credit indicators - Applicant identity - Location history - High-risk rules. o Extended scope (Applicant background checks); - Employment references - Landlord references. Show less



Inditex

• Spain
• Retail
• 700 & Above Employee

• Operational Specialist

  • Apr 2019 - Jan 2021

  - Managed, mentored, and developed a team of 5 stockroom Sales Assistants.- Participated in performance reviews for Sale Assistants and coached in maintaining efficient workflow to improve quality, performance, and compliance. - Prepared employees for internal opportunities and interviews.- Attained and exceeded company operational standards by receiving, preparing and/or distributing a minimum of 80 units per hour for successful Push System Inventory Control.- Generated an 80-90% hourly replenishment model, for consistent centralized order fulfillment.- Actively communicated with General services to ensure maintenance issues are reported and incidences are reported until sorted. Show less

• Fashion Advisor

  • Apr 2018 - Mar 2019

  - Used RFID (radiofrequency identification) mechanism for efficient reception, preparation, and distribution of products at a minimum of 80 units per hour.- Collaborated in the Artificial Intelligence initiative to solve the “just-in-time” manufacturing loophole, by distributing 85% of manufactured items semi-annually.