Ayanda Mzimela
Quality Assessor
Durban,KZN
Summary
Adept Quality Assurance Specialist and Sales Agent with a proven track record of enhancing product quality and sales revenue at WNS Global Services. Leveraged expertise in quality improvements and objection handling to exceed targets and foster team collaboration. Achieved top performer status through exceptional project management and coaching skills, significantly improving customer satisfaction and loyalty.
Overview
11
11
years of professional experience
Work History
Quality Assurance Specialist
WNS Global Services
06.2023 - Current
- Daily Quality audits as per process requirement
- Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
- Achieved timely resolution of non-conformance issues by implementing corrective action plans working closely with relevant departments.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.
Sales Agent
WNS
02.2021 - 06.2023
- Assisted call-in customers with questions and orders.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Enhanced product knowledge through continuous training and professional development opportunities.
- Achieved top performer status within the company due to consistent high sales numbers.
Sales Agent
Cell C Service Provider
09.2017 - 10.2020
- Achieved top performer status within the company due to consistent high sales numbers.
- Enhanced product knowledge through continuous training and professional development opportunities.
- Negotiated contracts with prospective clients, helping to secure long-term business partnerships.
- Set and achieved company defined sales goals.
Sales Agent
Lexis Law Publishing
01.2015 - 08.2017
- Assisted call-in customers with questions and orders.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Improved overall customer satisfaction by promptly addressing concerns and providing tailored solutions.
Customer Service Representative
Aegis BPO
08.2013 - 12.2014
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
No Degree -
Wiggins Secondary School
Durban, South Africa 04.2001 -
Skills
Quality Assurance
Team Collaboration
Quality improvements
Project Management
Reporting
Coaching
Managing calibration call with onshore and offshore team independently
Cold-calling
Objection handling
Sales Training
Making offers
Upselling strategies
Technical Support
Timeline
Quality Assurance Specialist
WNS Global Services
06.2023 - Current
Sales Agent
WNS
02.2021 - 06.2023
Sales Agent
Cell C Service Provider
09.2017 - 10.2020
Sales Agent
Lexis Law Publishing
01.2015 - 08.2017
Customer Service Representative
Aegis BPO
08.2013 - 12.2014
No Degree -
Wiggins Secondary School
04.2001 -
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