Lungile Mhlongo
Johannesburg,GP
Summary
Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 1+ years of experience in workforce assessment. Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets, and produces forecasts.
Overview
7
7
years of professional experience
11
11
years of post-secondary education
Work History
Work Force Manangement
Quantanite
09.2023 - Current
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Prepared and maintained reports, dashboards, and monthly packages.
- Managed real-time inbound call traffic across multiple contact center locations.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Increased customer satisfaction scores by effectively managing the real-time queue, ensuring prompt response times to inbound calls.
Uthukela Water Laboratory
3 2016 - 3 2017
- -Receiving, checking and sorting samples. -Performing calibration of instruments. -Conducting basic physical test such as pH. -Conductivity, turbidity, solids (Suspended solids, TDS and settlable solids) -Conduct basic chemical tests when required. -Prepares laboratory working area prior to analysis to prevent contamination of samples. -Cleaning, disinfecting and preparation glassware to ensure accuracy of the results and compliance to laboratory quality standard. -Sample storage as per SOPs. -Record test result and submits to the analyst.
Customer Service Escalation Specialist
Webhelp South Africa
03.2020 - 05.2023
- Mentored junior team members on proper escalation handling techniques, improving overall team performance.
- Represented the voice of the customer internally by sharing feedback from escalated cases with relevant stakeholders for process improvements.
- Managed high-pressure situations professionally, remaining calm and focused while resolving customer complaints.
- Conducted root cause analysis on recurring issues, implementing corrective actions to prevent future occurrences.
- Resolved complex customer issues by diligently researching and collaborating with cross-functional teams.
Process Controller
Newcastle Municipality
04.2017 - 08.2019
- -Cleaning out of process units, screens, channels, aerator, bio-filter, sedimentation tanks, chlorine systems and pump stations. -Monitor panels, motors, pumps, plant and equipment for any deviation and report to the supervisor. -Record of flow meter, pumps reading, and monitor other equipment. -Operate the chlorine dosing unit. -Collects process samples for testing. -Administration.
Education
High School Diploma -
Tholokuhle High School
Richards Bay, South Africa 04.2001 - 04.2012
Chemical engineering: N4, N5 and N6 - undefined
Amajuba College
Higher Certificate of Mathametics and Statistics - undefined
University of South Africa
Skills
Computer literacy
Microsoft Word
Microsoft Excel
Microsoft Power Point
Edge
Professional conduct
Good report writing and editing
Decent behavior
Time management
Good problem solver
Warehouse Safety
Workplace Cleanliness
Personal Information
Driving License: Code 10 C1
References
- Ms. S Mdluli, Laboratory Manager, uThukela laboratory, 082 774 4291
- Mr. S Shange, Manager, Newcastle Municipality, 082 777 0423
- Ms. C Mataha, Scientist, Department of Water and Sanitation (Pretoria), 063 692 7644
Timeline
Work Force Manangement
Quantanite
09.2023 - Current
Customer Service Escalation Specialist
Webhelp South Africa
03.2020 - 05.2023
Process Controller
Newcastle Municipality
04.2017 - 08.2019
High School Diploma -
Tholokuhle High School
04.2001 - 04.2012
Uthukela Water Laboratory
3 2016 - 3 2017
Chemical engineering: N4, N5 and N6 - undefined
Amajuba College
Higher Certificate of Mathametics and Statistics - undefined
University of South Africa
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