Tiyandza Mavuso
Mbabane
Summary
Dedicated Call center agent with experience in achieving tangible results and cross-team collaboration.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Contact Center Agent
MTN Eswatini
02.2021 - Current
- Enhanced team performance by offering support and sharing knowledge with colleagues in a collaborative environment.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Follow communication 'scripts' when handling different topics
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
- Improved customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
- Seize opportunities to upsell products when they arise by recommending products to customers, thoroughly explaining details.
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call center database in a comprehensible way
- Proactively identified areas for personal growth and development within the role, seeking additional training or resources as needed to improve job performance.
- Meet personal/team qualitative and quantitative target
- Analyze and escalated complaints, issues, and grievances to designated departments for investigation and response.
- Adhere to company policies and scripts to consistently achieve call-time and quality standards.
- First Aider plus SHE representative
Receptionist
Auto locksmith Co
01.2021 - 09.2022
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Answered central telephone system and directed calls accordingly.
- Assisted with onboarding new clients and securing paperwork completion.
Laboratory Technician (Intern)
Swaziland Oil Mill Industries
09.2020 - 02.2021
- Performed chemical analysis of samples in accordance with control plans ensuring that raw material, in-process and finished product comply with all specifications
- Performed routine analytical test procedures and ensuring that sampling and testing is done on timely manner and also labeled and sorted samples accurately
- Maintained Laboratory equipment and instruments in good working conditions
- Learnt of the use of basic safety equipment, instructions and precautions in handling reagents and disposal of chemical waste
- Conducted boiler testing and report writing
- Facilitated weighbridge operation
- Facilitated oil mill water effluent treatment ensuring that it can be discharged to environment without causing harm to it
- Implementation and ensuring compliance with ISO 9001 Quality management system
- Participated in weekly meetings with mentorship team to discuss progress updates on assigned projects while receiving constructive feedback.
Public Health Inspector
Lobamba Clinic
06.2018 - 08.2018
- Enforced compliance with federal, state, and local regulations by issuing citations when necessary to ensure public health standards were met.
- Demonstrated commitment to ongoing learning by actively seeking feedback from supervisors and peers on how to improve inspection techniques, communication skills, and overall performance as a Public Health Inspector Trainee.
- Identified potential health hazards through meticulous examination of facilities for cleanliness, pest control, and proper food storage practices. These included meat inspections, food swabs and liquor inspections.
- Facilitated PHAST training and risk assessment
Environmental Health Inspector (Intern)
Mbabane Town Council
06.2018 - 08.2018
- Conducting food safety and routine Inspections
- Managing and reviewing filing and office systems
- Conducting & supervising of landfill operations
- Conducting and managing food condemnation process
- Managing refuse collection, reviewing current refuse collection Schedule and attending to illegal dumping complaints
- Conducting a survey on E-waste generation and Management
- Conducting and Supervision of Nursery and Incinerator operations
- Conducting and supervision of Litter picking in town
- Answering incoming and outgoing calls in the office
- Conducting borehole water sampling
- Preparing monthly departmental presentations
- Granting Health reports and Health Clearance Certificates for Companies
- Water sampling, Media preparation, Plate count, Membrane filtration procedure
- Weigh bridge operation at landfill site
Education
Bachelor of Science - Environmental Health and Food Science
University Of Eswatini
Mbabane, Eswatini01-2021
Skills
- Multi-tasking
- Time management
- Team Player
- Service orientation
- Organizational skills
- Attention to detail
- First Aid Certified
- MS Office
- Health and Safety Management
- Quality assurance
- Technical support
- Report preparation
- Providing customer support
Certification
First Aid Certified
References
- Sipho Jele, Public Health Inspector, 76216870
- Mr JD Nxumalo, Lecturer, University of Eswatini, 76117299
- Sanele Dlamini, Contact Center supervisor, Mobile Telecommunications company (MTN), Sanele.Dlamini@mtn.com, 76060954
Dates
09/14/22, 01/02/21, 12/09/22, 09/2020, 02/2021, 06/2019, 08/2019, 06/2018, 08/2018
Timeline
Contact Center Agent
MTN Eswatini
02.2021 - Current
Receptionist
Auto locksmith Co
01.2021 - 09.2022
Laboratory Technician (Intern)
Swaziland Oil Mill Industries
09.2020 - 02.2021
Public Health Inspector
Lobamba Clinic
06.2018 - 08.2018
Environmental Health Inspector (Intern)
Mbabane Town Council
06.2018 - 08.2018
Bachelor of Science - Environmental Health and Food Science
University Of Eswatini
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