FANYANA SHIBURI
Gauteng
Summary
Results-driven and dynamic professional offering demonstrated experience in call centre operations, team management, client retention, customer service management and sales. Well versed in administration, training and development, client interaction and office management. Possess extensive knowledge in managing information and communication, clerical tasks as well as preparing and presenting documents. Possess the ability to initiate, plan, organize and coordinate projects and a proven track record in data analysis, data capturing and handling complaints both telephonically and face to face. Meticulously apply time management and professional skills to meet and exceed the company's expectations. Aim to add value and thrives for accuracy when performing duties. Possess a willing to learn mind-set and keen for an opportunity to contribute to the company's success and increase productivity
Overview
13
13
years of professional experience
Work History
Branch Administrator
SGB-Cape
10.2023 - 08.2024
- Raising POs on PUMA Track
- Doing a monthly cost sheet
- Liaising with Suppliers and getting quotes
- GRV invoices and process for Payment
- Filing
- Capturing of timesheets
- Dispatching of stock to sites
- Completing Purchase requisition
- Staff Supervision
- Creating Invoices after claim is approved
- Following up on Payments
- Monthly Flash - Revenue vs Cost
- Processing Credit notes
- Administrations
- Purchases
- Preparing Invoice tracker
Call Centre Supervisor
iBridge (MTN BPO)
08.2023 - 10.2023
- Handing escalations from call centre Agents
- Taking Sup Calls requested by Clients
- Blacklisting devices
- Ensuring that Agents adhere to their schedule i.e
- AHT, Break Schedule and when they start shifts
- Listening to Agents calls to ensure that they provide good service as per their KPI
- Sending Weekly stats to the Agents
- Monthly reporting at calls handled and projection for following months
- Having One on One Sessions to ensure that agents identify their weaknesses/Strength
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Trained team members on performance metrics and consumer behavior identification.
Call Centre Supervisor
Massmart Services
07.2019 - 03.2023
- Log calls/ Faults from stores, such as refrigeration problem, bakery problem, take away department on the portal
- Loading invoices and comparison quotes on the portal and requesting for uplifts
- Logging incidents on the BCIC/EOC system for stores
- Doing the team schedule and submitting their hours to payroll
- Follow-up on calls that are attended in time by the Vendor
- Departments weekly call stats
- Liaising with Regional managers and Divisional managers for approval
- Buying material online on the builder's website with the co-operate account
- Communicating with Vendors and store daily
- Liaising with channel executives for urgent matters and work orders logged on the portal
- Preparing daily productivity stats and reporting for each operator in the facilities call centre
- Weekly/ daily analysis for calls logged in the facilities call centre
- Doing root cause analysis and deep dives for critical and urgent work orders logged
- Monthly reporting at calls handled and projection for following months
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Developed and enforced policies and procedures for compliance with company policies.
Call Centre Supervisor
MultiChoice
04.2013 - 04.2016
- Handing a team and making sure they adhere to company policies
- Overriding accounts, when agents cannot
- Signing of Agents time sheets
- Assist in the formulation of targets for individuals and teams
- Answer questions from staff and provide guidance and feedback
- Anticipate escalation and take over calls when needed
- Devise ways to optimize procedures and keep staff motivated
- Measure performance with key metrices such as cell abandonment, calls waiting etc
- Keep management informed on issues and problem
- Prepares and Directs scheduling monitors operator's attendance, schedules shift and breaks as necessary
- Oversees and directs the day-to-day activities of telephone operators and call centre agents
- Promoted atmosphere of accountability by setting clear metrics for performance and regularly reviewing progress with team members.
- Trained team members on performance metrics and consumer behavior identification.
- Conducted performance reviews to identify areas for improvement, setting clear objectives for team members.
- Improved caller satisfaction with thorough quality assurance protocols, ensuring every team member delivered consistent service.
Call Centre Agent
Merchants (Cell C)
04.2012 - 03.2013
- Help customers with swim-swaps
- Help customers with internet difficulties and network problem
- Explaining other Cell C products that are offered by Cell C
Call Centre Technology
Inter-Active Technologies (DSTV)
09.2011 - 04.2012
- Take calls from DSTV customers needing assistance with their accounts
- Reactivating DSTV accounts
- Clearing error code on DSTV accounts
Education
Grade 12 - Matric
Security Officer grade A - undefined
PSIRA
Fire - Arm Competency - undefined
Handgun
Office Administration Introduction - undefined
Edu Course Online Learning
Skills
Banking
Financial services
Loans
Cash Handling
Relationship Management
Staff Management
Goals and performance
Customer service awareness
Cash handling expertise
Documentation
Collections
Reporting familiarity
Friendly
Team Player
Verbal/written communication
Product training
Proficient in MS Office
Strong team-builder
Timeline
Branch Administrator
SGB-Cape
10.2023 - 08.2024
Call Centre Supervisor
iBridge (MTN BPO)
08.2023 - 10.2023
Call Centre Supervisor
Massmart Services
07.2019 - 03.2023
Call Centre Supervisor
MultiChoice
04.2013 - 04.2016
Call Centre Agent
Merchants (Cell C)
04.2012 - 03.2013
Call Centre Technology
Inter-Active Technologies (DSTV)
09.2011 - 04.2012
Grade 12 - Matric
Security Officer grade A - undefined
PSIRA
Fire - Arm Competency - undefined
Handgun
Office Administration Introduction - undefined
Edu Course Online Learning