Reading, listening to music, meditating
Innocentia Ntoi
Quality Analyst & Trainer
Vosloorus
Summary
I am an experienced, passionate, ambitious, and determined professional who possesses excellent administration, quality, customer care and communication skills and would like to join an organisation that values experience, rewards achievements and provides growth opportunities. I am diligent, punctual, goal driven and able to work both independently and within a team. Further to this my interpersonal skills and ability to work in complex environments has advanced my demeanour in stressful situations. My goal is to strive to continuously improve my business acumen and personal abilities, whilst conducting myself with honestly, and integrity. I believe that my qualifications, skills set, and personal qualities would best be utilised in a Quality, Trainer, and Operations position.
Overview
16
16
years of professional experience
1
1
year of post-secondary education
1
1
Certification
4
4
Languages
Work History
Lead Quality Analyst and Trainer
Startek Suzuki SA
02.2022 - 08.2023
- Monitoring and assessing of agent and customer interactions
- Conducting calibration with operations
- Keeping track of the key industry trends
- Facilitate agent coaching
- Monitor progress and provide support to new hires during the allocated training calendar days post classroom
- Monitor compliance
- Driving Innovation and Optimizing Process
- Ensure overall improvement on the center efficiency
- Design evaluation programmes
- Generate quality training reports such as playbook and other administrative work
- Coaching of agent within the allocated training calendar post classroom
- Complete daily training administrative tasks as required in a timely and accurate manner
- Contribute towards building an excellent training delivery team/process group
- Accurate tracking and publishing reports for client and staff and demographics
- Tracking of projects assigned and reporting on the progress
- Provide excellent support to operations and client
- Cater to business ad-hoc requirements and corporate teams
- Continuously look for opportunities to improve existing metrics for improving service levels, business performance to meet company objectives
- Identify trends as observed through monitoring efforts, communicate those to management, and participate in problem solving process
- Ensure accurate logging of data to guarantee accurate reporting
- Administer relevant trackers.
Trainer & MIS Specialist
Startek (Isuzu Campaign)
06.2019 - 09.2021
- Instructing new hire and conducting process specific training including Systems, Product, Process, Phone and customer service training
- Conducting refresher or corrective trainings
- Conducting training sessions both virtually and or brick and mortar
- Implementing a training curriculum successfully and in a timely manner
- Achieve a desirable training output
- Develop classroom agenda, timelines and content flow as necessary to deliver effective training to participants
- Monitor progress and provide support to new hires during the allocated training calendar days post classroom
- Monitor calls and provide feedback to the agents on the floor
- Generate training reports such as playbook and other administrative work
- Coaching of agent within the allocated training calendar post classroom
- Complete daily training administrative tasks as required in a timely and accurate manner
- Contribute towards building an excellent training delivery team/process group
- Accurate tracking and publishing reports for client and staff and demographics
- Tracking of projects assigned and reporting on the progress
- Provide excellent support to operations and client
- Cater to business ad-hoc requirements and corporate teams
- Continuously look for opportunities to improve existing metrics for improving service levels, business performance to meet company objectives
- Identify trends as observed through monitoring efforts, communicate those to management, and participate in problem solving process
- Ensure accurate logging of data to guarantee accurate reporting
- Administer relevant trackers.
Dealer Aftersales Team Leader
Opel, Isuzu and Chevrolet
06.2016 - 06.2019
- Managing and Providing leadership to the Dealer Assistance Centre Department
- Ensure desired customer delight by providing satisfactory response towards customer interaction
- Manage Customer Interactions through outbound and inbound, email and voice contact for various services
- Evolve more effective work processes for improving customer interactions
- Constantly monitor and review performance metrics for achievement of objectives
- Identify relevant training needs of agents & ensure effective implementation
- Interface with IT/HR/Training/Quality
- Meet the required service level
- Monthly call analysis
- Manage agents’ productivity
- Manage key management attributes and agreed Key Performance Indicators
- Manage cooperate escalations.
Senior Executive Customer Care Case Manager
Opel, Isuzu and Chevrolet
02.2015 - 05.2016
- Handling of critical cases such as Motor Industry Ombudsman, Legal, Product Liability, NCC, Press and Executive Cases
- Daily handling of critical escalation which often resulted in, in-person meetings with customers
- Manage Customer Interactions through outbound and inbound, email and voice contact for various services
- Interpreting information logged and applying analytical skills to resolve all clients’ concerns
- Consistently deliver quality service under pressure of volume variances in logged cases, escalations, and peak periods
- Making informed and well considered decisions under pressure.
Customer Care Case Manager
Opel, Isuzu and Chevrolet
08.2013 - 01.2015
- Efficient letter writing skills
- Interpreting information logged and applying analytical skills to resolve all clients’ concerns
- Making informed and well considered decisions under pressure
- Solution Orientated with a proactive approach to a detailed problem resolution
- Well-developed PC skills including Ms Powerpoint, Excel, and Word
- Making informed and well considered decisions under pressure.
Customer Service Representative
8ta
09.2010 - 07.2013
- To assist customers with any query
- To assist contract customers with their bill
- To troubleshoot with any data related query
- To introduce advice customers on promotions available
- To log all necessary queries in different departments.
Service Advisor & Assistant Store Manager
The Body Shop
09.2007 - 12.2009
- To do daily merchandising
- To perform sales
- Store Management
- To process sale transactions on a till
- Staff scheduling
- Upkeep store target performance and team’s incentives
- To do daily cashing up.
Education
Certificate In Financial Management - Financial Management
Sibanye Still Water
Balfour 03.2024 - Current
Trainer Blast Level 1 Certificate - Facilitator
Startek
Startek 07.2021 - 09.2021
Leadership Grow Me Programme - Leadership Programme
Aegis BPO
Aegis 03.2014 - 10.2014
Call Centre Agent - Customer Service
Cornerstone HR
Randburg 02.2007 - 05.2007
Skills
Quality Analystundefined
Accomplishments
Team development and product training
Additional Information
Numerous Consultant of the Year and Monthly Awards for Conduct and Performance., Fluent in English, well presentable and fully versed with CRM systems, telephony, Microsoft Office and Automotive OEM Systems (Warranty, CRM)
Certificates References
All certificates and references are available upon request or during interview.
Children
2
Personal Information
- Age: 37
- Nationality: South African
- Marital Status: Single
Children Ages
- 4
- 8
Certification
[Customer Service], [Startek] - [3 months]
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Timeline
Certificate In Financial Management - Financial Management
Sibanye Still Water
03.2024 - Current
Lead Quality Analyst and Trainer
Startek Suzuki SA
02.2022 - 08.2023
Trainer Blast Level 1 Certificate - Facilitator
Startek
07.2021 - 09.2021
[Customer Service], [Startek] - [3 months]
08-2020
Trainer & MIS Specialist
Startek (Isuzu Campaign)
06.2019 - 09.2021
Dealer Aftersales Team Leader
Opel, Isuzu and Chevrolet
06.2016 - 06.2019
Senior Executive Customer Care Case Manager
Opel, Isuzu and Chevrolet
02.2015 - 05.2016
Leadership Grow Me Programme - Leadership Programme
Aegis BPO
03.2014 - 10.2014
Customer Care Case Manager
Opel, Isuzu and Chevrolet
08.2013 - 01.2015
Customer Service Representative
8ta
09.2010 - 07.2013
Service Advisor & Assistant Store Manager
The Body Shop
09.2007 - 12.2009
Call Centre Agent - Customer Service
Cornerstone HR
02.2007 - 05.2007
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