Bongani Mnisi
Training Facilitator/ Skills Development Facilitator
Johanessburg
Summary
INTRODUCTION I am a matured young smart hard-working man, who enjoy working in a team because that is where you see challenges, different minds, ideas, and view. When working together towards one goal at the end everything works out well, and I also work very well independently, as I am disciplined focused, passionate and deadline driven. I believe that perseverance is a key to success I have seen it I practice it and it works, I do not give up easily because I strive for success. Challenges bring out the best in me, as I work well under pressure. I believe that I was meant for great things, if given opportunity to work for any company be it large or small, I will be an asset, because I love to make a difference and make the best of any situation.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work History
Call Centre Agent
Gage Car Hire
Johannesburg
04.2022 - Current
- Obtain progress report from panel beaters
- Arrange courtesy vehicle for clients
- Arrange collection of courtesy vehicle from clients
- Handle queries
- Applied effective time management techniques to meet tight deadlines
- Demonstrated strong organizational and time management skills while managing multiple projects
- Developed and maintained courteous and effective working relationships
- Delivered services to customer locations within specific timeframes
- Providing support and guidance
- Skilled at working independently and collaboratively in a team environment
Call Centre Supervisor
BankServ Arica aka iChoices
Johannesburg
12.2016 - 02.2019
- Monitoring Inbound and Outbound calls.
- Managed department call volume of 400-500 calls per day and coordinated department schedules to maximize coverage during peak hours
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Exercised leadership capabilities by successfully motivating and inspiring others
- Performed duties and provided service in accordance with established operating procedures and company policies
- Worked with providers to define quality metrics and outcome reporting process
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Monitored metrics and developed actionable insights to improve efficiency and performance
Call Center Supervisor
Department of Higher Education and Training
Johannesburg
08.2011 - 07.2016
- (DHET)
- Monitoring Inbound and Outbound calls.
Managed department call volume of 500 calls per day and coordinated department schedules to maximize coverage during peak hours - Update consultant registers on ESS
- Monitoring and guiding the team as to how to handle queries
- Conduct coaching and provide guidance
- Review daily stats- establish top and under performer
- Delegating tasks / queries to consultants and follow up
- Registering Tertiary student for with tertiary institutions
- RESPONSIBILITIES
- Staff Scheduling
- Review daily stats- establish top and under performer and conduct necessary coaching
- Assist and providing guidance to consultants with account queries
- Log calls with IT for consultants
Customer Care Supervisor
JD Group Financial Services
Johannesburg
12.2011 - 07.2016
- Monitoring Inbound and Outbound calls.
- Managed department call volume of 500 calls per day and coordinated department schedules to maximize coverage during peak hours
- Monitoring and handling with Clients accounts queries, NCR, Credit Ombudsman, Hello Peter, CGCSA and Media, and legal entities
- Analyzing clients account history and educate on payment behavior
- Liaising with Credit Bureaus for clients profile update
- Oversee investigation of Fraudulent accounts
- Oversee issuing of paid up letters and settlement letters
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Developed new employees and on-going performance assessment of current employees
- Performed duties and provided service in accordance with established operating procedures and company policies
- Worked with providers to define quality metrics and outcome reporting process
- Monitored compliance risks while adhering to safety protocols
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
Customer Care Consultant
JD Group Financial Services
Johannesburg
05.2009 - 12.2011
- Handling outbound and inbound calls
- Dealing with customer accounts queries, NCR, Credit Ombudsman, Hello Peter, CGCSA and Media, and legal entities
- Advising customer of their account status, e.g., arrears, balance
- Updating customer’s profile on all Credit bureau
- Investigating fraudulent accounts
- Issuing paid up letter, Settlement letters and account statements
- Working garnish order accounts
- Responded to customer needs through competent customer service and prompt problem-solving
- Maintained and managed customer files and databases
- Promptly responded to inquiries and requests from prospective customers
- Logged call information and solutions provided into internal database
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Resolved concerns with products or services to help with retention and drive sales
- Navigated multiple computer systems and applications to find information
- Communicated with clients regarding account services, statements, and balances
- Generated weekly and monthly reports to highlight customer service performance and measure milestones
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Assisted call-in customers with questions
Education
Food And Beverage Management Level 1 - Food And Beverage Management Level 1
Sharp Center
Soweto, Johannesburg 01.2023 - 10.2023
Facilitate Learning Using A Variety of Methodology - Facilitate Learning Using A Variety of Methodology
Prestige ETD Group
Durban, South Africa 06.2022 - 12.2022
Project Management NQF Level 4 - Project Management NQF Level 4
Grow Right Edge Solutions
Johannesburg, South Africa 01.2022 - 11.2022
Business Administration Service NQF4 - Business Administration Service NQF4
Sparrow FET Colledge
Johannesburg, South Africa 01.2020 - 12.2020
High School Diploma -
Selelekela High School
Soweto, Johannesburg 06.2022 - 12.2022
Skills
SKILLS AND PERSONAL QUALITIESundefined
Timeline
Food And Beverage Management Level 1 - Food And Beverage Management Level 1
Sharp Center
01.2023 - 10.2023
Facilitate Learning Using A Variety of Methodology - Facilitate Learning Using A Variety of Methodology
Prestige ETD Group
06.2022 - 12.2022
High School Diploma -
Selelekela High School
06.2022 - 12.2022
Call Centre Agent
Gage Car Hire
04.2022 - Current
Project Management NQF Level 4 - Project Management NQF Level 4
Grow Right Edge Solutions
01.2022 - 11.2022
Business Administration Service NQF4 - Business Administration Service NQF4
Sparrow FET Colledge
01.2020 - 12.2020
Call Centre Supervisor
BankServ Arica aka iChoices
12.2016 - 02.2019
Customer Care Supervisor
JD Group Financial Services
12.2011 - 07.2016
Call Center Supervisor
Department of Higher Education and Training
08.2011 - 07.2016
Customer Care Consultant
JD Group Financial Services
05.2009 - 12.2011
Similar Profiles
Kyle H MackenzieKyle H Mackenzie
Temporary Employee at BB Car HireTemporary Employee at BB Car Hire
VIKAS VALURIVIKAS VALURI
Manager AT CAR RENTAL at VS CAR AND BUS HIREManager AT CAR RENTAL at VS CAR AND BUS HIRE
Kyle O'KeefeKyle O'Keefe
Car Detailer at Simba Car HireCar Detailer at Simba Car Hire
Reabetswe TlhaleReabetswe Tlhale
Junior Business Analyst at Blue Label TelecomsJunior Business Analyst at Blue Label Telecoms
Sibusiso KhanyiSibusiso Khanyi
MUSIC AND PROGRAMMING MANAGER at TRACE AFRICA, GOSPELMUSIC AND PROGRAMMING MANAGER at TRACE AFRICA, GOSPEL