JENNY RHULANI NKUNA
Centurion
Summary
I am a competent and organized individual who can work as part of a team and manage several priorities at any time. I have a positive attitude, strong work ethic, and a keen desire to learn and grow within an organization. I possess superb communications skills, and always treat people with respect and according to their individual needs. As a dedicated professional I fully understand the importance of work ethic to any organization, and therefore aim to make any office that I work in as effective and efficient as possible. I fully understand the pressures of achieving targets and accurately performing my duties as expected.
Overview
24
24
years of professional experience
Work History
Contact Centre Agent
Tirisan Tech Solutions
10.2021 - Current
- E-tenders and Central Supplier Database (CSD) System Administrator.
- Assisting prospective suppliers interested in pursuing opportunities within the South African government.
- Communicating and liaising with stakeholders.
- Supporting organs of state (National, Provincial, Local, and State-Owned Entities) with CSD and E-tenders.
- Handling related administrative tasks to secure efficiency and effectiveness.
- Maintaining and growing relationships with existing stakeholders.
- Coordinating activities and operations to secure efficiency and compliance with organizational policies.
- Testing e-tenders and governance, monitoring, and compliance systems.
- Quality Assurance Assistant
- Conduct regular quality assurance assessments on inbound and outbound calls to ensure compliance with company standards and regulatory requirements.
• Developed and implemented quality monitoring forms and evaluation criteria to assess agent performance and adherence to scripts and procedures.
• Analyze data and produce reports on key performance metrics, identifying trends and areas for improvement.
Provide comprehensive feedback and coaching to agents to address performance gaps and improve customer service delivery.
Collaborate with training operations teams to develop and deliver targeted training programs to address identified skill gaps and enhance overall performance.
• Participate in calibration sessions to ensure consistency in evaluation
standards and scoring.
Contact Centre Agent
ICT-WORKS
04.2018 - 09.2021
- E-tenders and Central Supplier Database (CSD) System Administrator.
- Assisting prospective suppliers interested in pursuing opportunities within the South African government.
- Communicating and liaising with stakeholders.
- Supporting organs of state (National, Provincial, Local, and State-Owned Entities) with CSD and E-tenders.
- Assisting municipalities with the onboarding of government employee files.
- Handling related administrative tasks to secure efficiency and effectiveness
- Maintaining and growing relationships with existing stakeholders
- Coordinating activities and operations to secure efficiency and compliance with organizational policies.
- Compiling and submitting timely reports, as assigned.
Call Centre Agent
Ctrack SA
03.2015 - 04.2018
- To provide communications to Ctrack clients by ensuring their vehicles are safe.
- Activating trackers when technicians are done installing.
- Follow up on customer requests, and address them accordingly.
- Meet with customers to determine their specific needs and wants, making suggestions as appropriate.
- Maintain a record of calls through our computerized system.
- Create and maintain a database of prospective clients.
Document Control Specialist
COPY ZONE
01.2015 - 03.2015
- Monthly usage billing and collection of meter readings via telephone.
- Preparing leased photocopy machines.
- Making quotations and preparing tender bidding documents.
- Planning, organizing meetings, and conferences.
- Stock keeping of toners and spares.
- Liaison with IT technicians for service call-out, reconciliation of job cards, and issuing of customer invoices.
- Ordering of spare parts and toners.
- Car hiring.
Business Support Technical Specialist
Telkom SA
01.2012 - 12.2014
- Advanced technical expertise.
- Client liaison, Internet technical experience, and extensive product knowledge.
- Assisting clients through troubleshooting, understanding technical jargon, and being able to simplify knowledge for appropriate communication.
- Acted in the capacity of team manager for six months, reporting directly to the center manager, and managed a team of 12 individuals.
- Within this position, I was responsible for the team KPIs, arranging training, and guidance to fill knowledge gaps among team members.
- Conducted weekly and monthly feedback on progress and adherence to performance.
- Led weekly team meetings.
- I attended and participated in staff meetings.
Voice Over Artist
Government Communication and Information System
Pretoria
02.2007 - 02.2012
- Interpreting scripts.
- Creating radio drama.
- Creating government advertisements.
Stock Controller
Sterkinekor
Montana Park, Pretoria
06.2010 - 12.2011
- Processing purchase orders.
- Receiving deliveries.
- Reconciling orders.
- Recording serial numbers where applicable.
- Organizing stock on shelves.
- Testing returns and repair equipment.
- Arranging repairs and returns with manufacturers and suppliers.
Receptionist
Hlayisanani Financial Services
Pretoria
01.2008 - 05.2010
- Greeting and welcoming guests.
- Answering and directing calls.
- Handling inquiries from the public.
- Providing information related to the company.
Cashier
Giyani Christian Bookshop
Giyani
01.2001 - 12.2002
- Accepting cash or bank cards for payment.
- Counting money and giving change.
- Issuing receipts for funds received.
Education
Certificate - Safety Management
Unisa
Pretoria, South Africa01.2015
Higher National Certificate - Call Centre Certificate
Corner Stone
Pretoria, South Africa11-2008
Grade 12 - Geography, English, Afrikaans, Tsonga, Biology
Giyani high school
Giyani, South Africa01.1998
Skills
- Safety Management
- Communication skills
- Customer Service skills
- Good team player
- Organisational skills
- Problem Solving skills
- Report writing skills
- Pay attention to detail
- Adaptability
- Telephone etiquette
- Policies and procedures
- Systems
- Product and Services Regulations
- Complaint resolution
- Call logging
- Communicating with clients
- Calm disposition
- Quality assurance
- Customer service
- Training experience
Languages
- English
- Xitsonga
- Sesotho
- Isizulu
- Sepedi
- Setswana
References
- Mr Samuel Mtsheku ( Tirisan Tech Solutions and ICT-works QA Specialist), 012 406 9229, samuel.mtsheku@treasury.gov.za
- Mr Tumelo Ntlaba, National Treasury (ICT-works and Tirisan Tech Solutions), 012 450 5854 / 083 784 1069, Tumelo.ntlaba@treasury.gov.za
- Mr Floyd Mashabathakga, Ctrack SA, 012 450 2222 / 076 308 6297, Floyd.mashabathakga@ctrack.co.za
- Ms Mbali Mbende, Telkom SA, 012 311 4930, Mmbende@telkom.co.za
Personal Information
- Date of Birth: 04/23/80
- Nationality: South Africa
Driving License - Category
Code 8
Timeline
Contact Centre Agent
Tirisan Tech Solutions
10.2021 - Current
Contact Centre Agent
ICT-WORKS
04.2018 - 09.2021
Call Centre Agent
Ctrack SA
03.2015 - 04.2018
Document Control Specialist
COPY ZONE
01.2015 - 03.2015
Business Support Technical Specialist
Telkom SA
01.2012 - 12.2014
Stock Controller
Sterkinekor
06.2010 - 12.2011
Receptionist
Hlayisanani Financial Services
01.2008 - 05.2010
Voice Over Artist
Government Communication and Information System
02.2007 - 02.2012
Cashier
Giyani Christian Bookshop
01.2001 - 12.2002
Certificate - Safety Management
Unisa
Higher National Certificate - Call Centre Certificate
Corner Stone
Grade 12 - Geography, English, Afrikaans, Tsonga, Biology
Giyani high school
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