Lelethu Jara
Quality Assessor
Port Elizabeth
Summary
Ambitious Quality Assessor with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analyzing and resolving defects.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Quality Assessor
Preferred Provider Negotiators
Port Elizabeth
11.2015 - 06.2020
- Monitored calls to provide feedback regarding telephone etiquette, product information and other given procedures
- Ensured agents adhere to predetermined quality assurance standards.
- Participated in calibration secessions, employee communication of communication tools.
- Monitored and evaluated and scored inbound calls against established quality assurance instruments and standards
- Provided performance expectations, action plans and development plans to improve quality.
- Provided accurate timely reports on weekly basis ,month to month basis on quality, productivity, availability and other key things
- Listened to more than 100 calls day.
Inbound Call Center Agent
Goodfellas
Port Elizabeth
02.2011 - 03.2012
- Processed customer order, quote and return transactions and offered additional products and services.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Generated new and repeat sales by offering timely product, service and technical information.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Resolved complaints to satisfy customers and encourage future transactions.
- Trained and coached new call center team members on computer systems and customer service strategies.
- Provided information about available products and services, membership details and purchase advantages.
- Managed over 50 customer calls per shift.
Administrator
Dilizintaba Construction
Port Elizabeth
06.2010 - 12.2011
- Managed payroll, transactions, invoicing.
- Aided colleagues, managers and customers through regular communication and assistance.
- Maintained personnel records and updated internal databases to support document management.
- Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel.
- Completed forms and reports to facilitate admission, transfer or discharge.
- Adapted to workflow changes and implemented continuous process improvements to overcome obstacles.
- Managed company schedule to coordinate calendar and arrange travel.
- Studied processes, implemented cost reductions and developed reporting procedures to maintain administrative workflow
Sales Consultant
Go Bananas
Queenstown
07.2008 - 12.2008
- Maximized customer retention by resolving issues quickly.
- Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement.
- Responded to telephone and in-person requests for information.
- Provided sales and customer service assistance to walk-in traffic
- Increased sales 5%.
Education
National Diploma : Technical Financial Accounting -
The South Africa College of Business
Cape Town 02.2022 - Current
FET Certificate Bookkeeping NQF Level 04 - Accounting Technology And Bookkeeping
The South Africa College of Business
Cape Town 02.2021 - 09.2021
National Certificate Bookkeeping NQF LEVEL 3-SAQA -
Port Elizabeth TVET College
Port Elizabeth 02.2009 - 01.2011
English -
EF SET ( EF Standard English Test)
Online 07.2022 - 07.2022
Work With Computers -
Nedbank +Microsoft Digital Skills Programme
Online 08.2022 - 08.2022
Communication Online -
Nedbank +Microsoft Skills Training Programme
Online 09.2022 - 09.2022
Skills
Critical Thinking
Excellent communication
Written communication
Interpersonal skills and customer care
Active listening
Attention to detail
Adaptability
Empathy and patience
Positive attitude
Timeline
Communication Online -
Nedbank +Microsoft Skills Training Programme
09.2022 - 09.2022
Work With Computers -
Nedbank +Microsoft Digital Skills Programme
08.2022 - 08.2022
English -
EF SET ( EF Standard English Test)
07.2022 - 07.2022
National Diploma : Technical Financial Accounting -
The South Africa College of Business
02.2022 - Current
FET Certificate Bookkeeping NQF Level 04 - Accounting Technology And Bookkeeping
The South Africa College of Business
02.2021 - 09.2021
Quality Assessor
Preferred Provider Negotiators
11.2015 - 06.2020
Inbound Call Center Agent
Goodfellas
02.2011 - 03.2012
Administrator
Dilizintaba Construction
06.2010 - 12.2011
National Certificate Bookkeeping NQF LEVEL 3-SAQA -
Port Elizabeth TVET College
02.2009 - 01.2011
Sales Consultant
Go Bananas
07.2008 - 12.2008