Experience

Innovation Group South Africa

• South Africa
• Outsourcing and Offshoring Consulting
• 400 - 500 Employee

• Workforce Management Analyst

  • Jun 2021 - Present



iContact BPO

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

• Quality Assurance Specialist

  • Sep 2019 - Sep 2022



Vacatures bij Xerox (Conduent)

• Johannesburg Area, South Africa

• RTA

  • Sep 2016 - Sep 2019



The South African Breweries

• Randburg

• CRR

  • Mar 2016 - Sep 2016

  Responsible for executing the concept of “today’s volume today. Responsible for the completion of all documented basic call handling processes. Attempt to retain customers that indicate an intention to start using competitor brands. Utilise escalation if necessary, Accountable for keeping customers up to date and owning resolution of issues within the limits of the systems and tools provided.Attend to customer’s credit query regarding balance enquiries or statement requests or log the call and transfer to relevant credit (specialist) function Skills &Competencies Knowledge of SAP Working on the Master Data Team Ability to work in a team Willingness to work during weekends. Persuasiveness and selling ability. Strong achievement orientation Punctual and good time-keeping Show less



Webhelp

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Real time analyst

  • May 2014 - Nov 2014

  Adherence Monitoring Daily Absenteeism; non-adherence; & communicates out-of-line situations Identifies issues that may impact the site’s ability to meet service levels in real time Reviews performance across skill sets & recommends real time changes that will improve site performance Reporting & Administration Accurately captures exceptions & real time reporting Produces accurate daily WFM performance reports Produces daily & weekly Absenteeism Reports Adjusts real-time schedule to accommodate extra-time as governed by scheduling process Show less



Inter-Active Technologies

• florida

• RTA

  • Feb 2010 - Dec 2013

  Adherence Monitoring, Daily Absenteeism; non-adherence; & communicates out-of-line situations Identifies issues that may impact the site’s ability to meet service levels in real time Reviews performance across skill sets & recommends real time changes that will improve site performance. Reporting & Administration. Accurately captures exceptions & real-time reporting. Produces accurate daily WFM performance reports. Produces daily & weekly Absenteeism Reports. Adjusts real-time schedule to accommodate extra-time as governed by scheduling process Skills and competencies Call Centre Experience Understanding of ACD reporting MS Excel- Intermediate Level Customer Service Orientation (3 years + within a Customer Service Environment) Attention to detail Oral & Written communication (Business Standard) Technical Expertise (Basic WFM knowledge & terminology) Confident and Mature Show less