Babalwa Babalwa Tshemese-Konono
Philippi
Summary
My name is Babalwa Tshemese Konono, and I am currently working as a Quality Analyst
One of the greatest achievements at work was wearing numerous hats and working long hours to achieve a huge goal. I was hired as a sales agent because of my flexibility and also because I was eager to learn. I was moved to a different campaign and later promoted to quality analyst.
I have excellent time management skills and am very good at self-management. I am used to working under pressure, and I always take pride in the presentation of my work. At times, I can be a bit of a perfectionist, but that's what makes me unique; I do not like disorder. I am dedicated to any given task. I am a team player.
My duties include
• Attend internal and customer calibration sessions.
• Coaching and mentoring agents
• Monitoring calls and chats
• Send reports and feed back to the line manager.
• Capturing
• Customer service
• And other administration duties
Overview
15
15
years of professional experience
1
1
year of post-secondary education
Work History
Quality Analyst
CCI; Campaign [Jet BLUE Flight]
Cape Town
02.2023 - Current
- Adhering to SLA ensuring the team meets all SLA, Work with agents to make sure that correct flights are booked, supervisors and all support departments to ensure compliance with customer requirements in each interaction, Carry out daily and weekly audits and give feedback when needed, Attend internal and customer calibration sessions, Coaching and mentoring agents, Monitoring calls and chats, Send reports and feedback to the line manager, Capturing, Customer service, And other administration duties, People's skills, Problem solving
- Assessing approximately 15 incoming calls and do coaching/Feedback
- Streamlined operations and prioritized tasks
Quality Assurance
Campari Sure
Cape Town
09.2020 - 08.2022
- Adhering to SLA ensuring that the team meets all SLA, Coaching and mentoring agents, Monitoring calls and chats, Managing retentions, Send reports and feedback to the line manager, Assisting in recruitment, Experience in CRM, Capturing, Customer Service, and other administration duties, People's skills, Problem solving, Customer management
- Assessing approximately 28 calls daily.
Sales Agent
WNS Global Services
Cape Town
12.2019 - 04.2020
- Promoting the company's product and services, Ensuring customer retention by maintaining customer satisfaction, Making sure that the department's service levels are being met, Cross-selling and up-selling
- Managed approximately 30 incoming calls and emails.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Assisted call-in customers with questions and orders.
- Developed strong relationships with clients through excellent customer service and regular followups.
Sales Admin
Zest life
Cape Town
02.2014 - 10.2018
- Selling Medical gap cover, Responding to client's emails, Sending quotes retaining clients, Assisting with QA /listening to calls and giving feedback and capturing sales and Managed approximately 30 incoming calls, emails and chats
Sales Consultant
HOME CHOICE
Cape Town
01.2012 - 12.2013
- Managed approximately 30 incoming calls, emails
- Offerings Cellphone and Laptop to existing home Choice customers
- Upselling and marketing new products
Sales Consultant
Direct channel
Cape Town
02.2010 - 11.2011
- Offering's cellphone contracts
- Managed approximately 60 incoming calls/outbound calls
- Upselling
Education
High School Diploma -
Enoch Sontonga HIGH SCHOOL
Eastern Cape 01.2005 - 12.2005
Skills
Quality Improvement
undefinedReferences
CompariSure Team leader Prudence+27735552669
Zestlife Team leader Shameemah Lee Johnson +27 748370073
CCI; Campaign [Jet BLUE Flight] Team Leader Nomiselo Mkhunjana+27692006991
Timeline
Quality Analyst
CCI; Campaign [Jet BLUE Flight]
02.2023 - Current
Quality Assurance
Campari Sure
09.2020 - 08.2022
Sales Agent
WNS Global Services
12.2019 - 04.2020
Sales Admin
Zest life
02.2014 - 10.2018
Sales Consultant
HOME CHOICE
01.2012 - 12.2013
Sales Consultant
Direct channel
02.2010 - 11.2011
High School Diploma -
Enoch Sontonga HIGH SCHOOL
01.2005 - 12.2005
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