Experience

Imvula Quality Protection

• South Africa
• Security and Investigations
• 300 - 400 Employee

• Senior Recruitment Administrator

  • Jul 2023 - Present



Mason Security and Training

• South Africa

• Project and Operations Manager

  • Oct 2021 - Feb 2023

  Mason Security & Training is a division of Mason Consultancy (Pty) Ltd. Mason Security & Training aims to provide full security training and solutions to individuals, businesses and communities. Built on the premise that security and safety in our country is in a downward spiral, Mason Security Training in Johannesburg strives to be a major contributing factor in correcting this trend. We have identified the need to professionalise the security industry by providing training to security personnel who serve and protect people and their assets in our communities. We have it taken upon ourselves to contribute to the betterment of the industry by providing the necessary training and skills to officers who are on the frontline of fighting the ever-escalating levels of crime. Our primary interest is in the safety and security of our customers and the communities they live in. We work hand-in-hand with community policing forums, South African Police Service and local security initiatives to drive out crime. Our staff is highly trained and skilled in ensuring the provision of a quality training to officers who will carry the responsibility of providing protection to our community members, their families and assets. Show less



GWAMBE SECURITY

• South Africa

• Site Supervisor

  • 2020 - Nov 2021

  Brief duties: Supervising workers, subcontractors and work activities. Preparing and presenting site inductions, safety briefings and toolbox talks. Assessing and managing safety hazards. Ensuring appropriate site rules and welfare facilities are in place. Carrying out regular inspections. Helping project managers to plan the work programme. Helping co-ordinate deliveries of materials, plant and equipment. Completing records for site reports. Attending site management meetings. Carrying out regular inspections to ensure compliance with relevant legal requirements, processes and procedures. Raising safety concerns at the appropriate level. Resolving problems and implementing improvements. Organising and overseeing external inspections, such as with a health and safety inspector. Providing emergency first aid if required Show less



GPSSBC

• Government Relations
• 1 - 100 Employee

• Language Interpreter

  • Jan 2019 - Nov 2021

  Brief duties: Acting as Interpreter between a wide range of people with diverse voices, accents, speaking tempos and personalities. Providing parties with clear and exact translations of written materials, and interpretations of verbal communication. Providing interpretations of questions, answers, statements, arguments, explanations and other forms of verbal communication. Rendering sight translations of documents and other written materials. Imparting thought, purpose, spirit, emotions and tone of speakers from source language into target language. Interpreting with no additions or omissions. Informing relevant parties of factors that may hinder your performance. Completion of daily activity logs and other documentation. Complying with applicable ethics and standards Show less



VVM

• Randburg, Johannesburg

• Team Leader

  • Oct 2014 - Nov 2021

  Key Responsibilities and Learning Outcomes Handling both inbound and outbound calls escalation in terms of service level to our clients. Ensuring the agents adhere to all key performance areas. Management of reports and quality of service offered by agents. Delivering excellent customer service. Maintain high level of accuracy, development and training of all call centre staff. Initiating and chairing of disciplinary hearings and meetings. Coaching and Performance sessions Conducting staff meetings, start-up meetings and shutdown meetings. Be a team leader. Ensuring achievement and development of targets on a half hourly, daily, weekly, monthly and yearly basis. Implementing communication awareness, developing of staff, sorting of queries and complaints. Standing in for my manager while she is on. Leave or attending meetings. Dealing with client’s escalation. Listening to agents calls for quality purpose Attending quality meetings To manage the agents, the call volume and make real time decisions to improve the service which is offered to customers To ensure that enough skilled agents are on shift to handle the expected call volumes Training and coaching of new and existing staff Compiling feedback reports and Analyzing staff performance. To assist the agents with customer queries To measure the quality of an individual agent and provide coaching on a regular basis Call calibration sessions for Call Centre to ensure consistency in the call centre Assist in daily and month managements reports Show less



Telkom

• South Africa
• Telecommunications
• 700 & Above Employee

• Operational Manager

  • Oct 2010 - Feb 2012

  Key Responsibilities and Learning Outcomes Handling both inbound and outbound calls escalation in terms of service level to our clients. Ensuring the agents adhere to all key performance areas. Management of reports and quality of service offered by agents. Delivering excellent customer service. Maintain high level of accuracy, development and training of all call centre staff. Initiating and chairing of disciplinary hearings and meetings. Coaching and Performance sessions Conducting staff meetings, start-up meetings and shutdown meetings. Be a team leader. Ensuring achievement and development of targets on a half hourly, daily, weekly, monthly and yearly basis. Implementing communication awareness, developing of staff, sorting of queries and complaints. Standing in for my manager while she is on. Leave or attending meetings. Dealing with client’s escalation. Listening to agents calls for quality purpose Attending quality meetings To manage the agents, the call volume and make real time decisions to improve the service which is offered to customers To ensure that enough skilled agents are on shift to handle the expected call volumes Training and coaching of new and existing staff Compiling feedback reports and Analyzing staff performance. To assist the agents with customer queries To measure the quality of an individual agent and provide coaching on a regular basis Call calibration sessions for Call Centre to ensure consistency in the call centre Assist in daily and month managements reports Show less

• System Administration

  • Jan 2008 - Sep 2010

  As the Call Center System Administrator I typically serve as member of technician, trainee, and administrator. As such, I provide routine technical or administrative tasks. The organization will depend on me following procedures. As a Call Center Administrator generally I am responsible for operates under supervision. Operating as the technical interface between Call Center, technology vendors and IT. Coordinating restoration efforts during major outages. Acting as primary interface with vendors and providing internal analysis and support. Ensuring that complete documentation is maintained either in electronic or hard copy form Works with a specific technology used in a customer support center. Conceptually understands the overall hardware, software and network infrastructure. Documents maintenance and support requirements and considerations. Discusses integration and connectivity issues for integrating voice and data technologies. Identifies alternative technologies and their usage in customer support. Ensuring that all the PC and Rockwell system are working properly. Testing the call centre system on an hourly basis, daily and weekly. Call centre system maintenance on a weekly and monthly basis Testing the call rooting script on a daily basis. Drawing and analyzing data and make it to a. More user friendly Rockwell report. Checking all daily Rockwell stats. Attending daily, weekly and monthly managers and supervisors meeting to give feedback on the Rockwell stats and sometimes will attend supervisors meeting. Maintenance of all systems attached to the Rockwell, like the data voice, Real time assurance, enterprise administrator and other. Setting up the call centre on Enterprise Administrator Ensuring that the calls are rooted to the right call centre on a daily basis Cost cutting All ADHOC request from my manager, call centre managers, supervisors and other stake holder Show less



Telkom Business

• South Africa
• Telecommunications
• 300 - 400 Employee

• Resource Analyst and Worforce Management

  • Jan 2006 - Dec 2007

  Fill overtime and under time availability Manage intraday staffing levels Monitor real-time Community Adherence Alerts Monitor real-time ACD agent work state reports Manage call-in line Approve discretionary activities to increase occupancy Increase staffing levels or modify call routing to increase service levels Administration of intraday schedule changes Communicate identified intraday risks to management and other intraday analyst Perform other duties and assignments as directed Drawing performance report per team and ensure that they are user friendly Attending team meetings to explain the stats and reports Drawing of schedules Coming up with the roaster for shifts Doing daily, weekly, monthly and yearly reports. Updating schedules Analyzing the call centre performance Forecasting Administration of setup and utilization of Community WFM software and ACD reporting Administration of communication to and from Operations and other support departments Collection and analysis and reporting of historical center performance statistics Collection and analysis and reporting of historical agent performance statistics Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources Work with training and operations to coordinate multi-skill training for existing agents Oversee communication to new hires on schedule process Oversee short-term workload forecasting Oversee scheduling philosophy of schedule assignments Oversee proactive scheduling of discretionary activities such as training, meetings, ov Show less