Kganelo Mogoai
Soweto
Summary
Experienced with leading teams to achieve project goals through effective management and strategic planning. Utilizes strong organizational and communication skills to foster collaboration and drive performance. Track record of successfully overseeing project execution and adapting to dynamic work environments.
Overview
16
16
years of professional experience
Work History
Team Lead
Teraco Data Enviroments
10.2024 - Current
- Conduct weekly KPI meetings with the Shift Service Delivery Coordinators to monitor performance improvement
- Conduct weekly team sessions and coach on improvement initiatives
- Ensure that all work conducted by the Team Lead and Team members are performed following Policy, Procedure, Process and Work Instructions for continuous improvement of Teams performance
- Ensure all tickets related to the Service Delivery Coordinator role are processed timeously and correctly by Team members
- Dashboards reviewed prior to departure for the day, with action to eliminate any tickets outside SLA
- Create and maintain Issue Register to track Team Performance and assist in identifying gaps
- Support HR and Service Desk Manager in staff recruitment and Development as well as Performance Management issues (Job Observation
Service Delivery Coordinator
Teraco Data Enviroments
07.2022 - 09.2024
- Adhere to company policies, procedures and processes
- Accurate recording and data capture of queries, resolution and follow-up
- Accept and process tickets in the agreed queues in the expected turnaround times
- Potential ticket escalation to other divisions of the business or technical
- Monitor ticket queues and ticket closure
- Wireless Map reservations and planning — all regions
- Ad hoc reports
Team Leader
Altron Bytes People Solutions
09.2015 - 10.2019
- Company Overview: Huawei campaign
- Leading and managing a team of +- 10 agents
- Receiving escalations via Social Media i.e
- Twitter, Facebook and emails
- Resolving queries for Voice and Non-Voice
- Attendance and leave management process and updating matrix
- Report daily to client on previous days performance
- Ensure all queries are responded within the given SLA
- Resolve daily queries
- Compile reports and report on progress
- Manage and motivate agents through different forms
- Quality management/improvement through evaluations for each agent weekly
- Provide coaching and feedback to agents weekly
- Huawei campaign
- Reason for Leaving: Retrenched
Supervisor
Altron Bytes People Solutions
04.2015 - 08.2015
- Company Overview: Multichoice campaign
- Leading and managing a team of +- 12 agents
- Managed a team which handles inbound, outbound, general, technical and billing related queries
- Coaching and developing agents through continuous one-on-one sessions
- Total performance management, monitoring and driving team targets
- Attendance and leave management process and updating matrix
- Assist in agent career development
- Resolve daily escalation
- Manage and motivate agents through different forms
- Compile reports and report on progress
- Taking correct disciplinary measures where necessary
- Develop, contribute to and maintain the team KPI's
- Strong internal and external relationship building
- Excellent communication both oral and written
- Multichoice campaign
Inbound and Outbound Customer Service Representative
Inter-Active Technologies
09.2008 - 05.2015
- Company Overview: Multichoice campaign
- Resolving and escalating queries to the relevant department
- Handling inbound calls that are general, technical and billing related
- Achieving of set target for calls daily, weekly and monthly
- Meeting client's deadline
- Achieve 95% of customers satisfaction audits and quality
- Working on outbound calls (Upgrades and retentions)
- Multichoice campaign
Education
Certificate - N4 Business Management
South West Gauteng College
Certificate - Leadership development Programme (Portfolio of Evidence)
Altron Bytes people Solutions
01.2017
Certificate - Life Skills Organizational Development
Nomasojabula Training centre
01.2006
Grade 12 - Mathematics, Business Economics, Economics, Accounting, Setswana, English
P. J Simelane Secondary School
01.2004
Skills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
Accomplishments
- 12/2017, Best Team Leader (Huawei)
- 12/2013, Trendsetter Award (Supervisor) (Multichoice)
- 12/2010, Trendsetter (Best performing agent)
Languages
English
Setswana
IsiZulu
Contact number
0813472580
Personal Information
- Nationality: South African
- Marital Status: Single
Computer Experience
12/2005, Microsoft Word, Microsoft Excel, PowerPoint, Outlook
Timeline
Team Lead
Teraco Data Enviroments
10.2024 - Current
Service Delivery Coordinator
Teraco Data Enviroments
07.2022 - 09.2024
Team Leader
Altron Bytes People Solutions
09.2015 - 10.2019
Supervisor
Altron Bytes People Solutions
04.2015 - 08.2015
Inbound and Outbound Customer Service Representative
Inter-Active Technologies
09.2008 - 05.2015
Certificate - Leadership development Programme (Portfolio of Evidence)
Altron Bytes people Solutions
Certificate - Life Skills Organizational Development
Nomasojabula Training centre
Grade 12 - Mathematics, Business Economics, Economics, Accounting, Setswana, English
P. J Simelane Secondary School
Certificate - N4 Business Management
South West Gauteng College
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