Makhanani Mlondobozi
Human Resource Administrator
Johannesburg
Summary
Human Resources professional with strong focus on team collaboration and achieving results. Skilled in recruitment, employee relations, and benefits administration. Reliable and adaptable, capable of managing changing needs and priorities. Known for effective communication and problem-solving abilities, ensuring positive workplace environment and efficient HR operations.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
Work History
Human Resource Administrator
Nutun International
Johannesburg
03.2024 - Current
- Drafted and maintained company policy documents, ensuring compliance with Employment Equity and Skills Development regulations.
- Managed payroll data processing for all management and administrative staff, ensuring accuracy and timeliness.
- Coordinated interview schedules and facilitated the onboarding process for new hires, including conducting reviews of new starters.
- Prepared HR-related reports to provide insights and support decision-making processes.
- Maintained and organized employee records, ensuring confidentiality and compliance with data protection regulations.
- Managed the recruitment and selection process, including screening resumes, conducting interviews, and negotiating final offers.
- Orchestrated training and development programs for new employees, including drafting training materials and overseeing training sessions.
- Facilitated employee induction processes, welcoming new hires and providing essential information to ensure a smooth transition into the company.
- Assisted in performance appraisals and promotions, supporting the evaluation and recognition of employee contributions.
- Drafted employment contracts and requisitions, ensuring alignment with salary comparisons and job levels to enhance employee engagement.
- Designed workplace HR policies by collecting relevant data and understanding organizational needs to promote a positive work environment.
- Implemented and managed people performance reviews and improvement plans, fostering employee growth and development.
- Mediated conflicts with an open mind, ensuring fair resolution and maintaining positive employee relations.
- Ensured health and safety compliance for employees, prioritizing their well-being and maintaining a safe work environment.
- Managed personnel records, addressing employee queries, processing leaves updates, and fostering positive employee relations.
Quality Assurance
MTNSA
Johannesburg
09.2007 - 02.2024
- Monitor and evaluate the quality of work, processes, and outputs according to defined metrics and criteria using tools such as Nice, AQM, Genesys, Siebel and ICBM.
- Conduct audits and inspections of products, processes, and services to ensure compliance with established quality standards and regulations.
- Analyse data and performance metrics to identify trends, patterns, and areas for improvement.
- Collaborate with cross-functional teams to investigate and resolve quality issues, implement corrective actions, and prevent recurrence.
- Provide feedback, training, and coaching to employees to maintain and improve quality performance.
- Ensuring all customer interactions are resolved at first instance (FCR achieved), Customers are likely to recommend MTN to friends and Family (NPS) and Csat is achieved.
- Review and analyse customer feedback, complaints, and warranty claims to identify root causes and implement corrective actions.
- Develop and maintain quality documentation, including procedures, work instructions, and operating procedures (SOPs).
- Participate in continuous improvement initiatives and recommend process improvements to enhance quality and productivity.
- Stay updated on industry trends, regulations, and best practices related to quality management.
- Participate in internal and external audits to ensure compliance with quality standards and regulations. Ensuring that all staff use the same greetings, scripts, after call procedures and accountability standards.
- Evaluate adequacy of quality assurance standards.
- Develop, recommend, and monitor corrective and preventive actions.
- Assure ongoing compliance with quality and industry regulatory requirements.
- Interpret and implement quality assurance standards.
- Devise sampling procedures and directions for recording and reporting quality data.
- Document internal audits and other quality assurance activities.
- Ensure that staff are continually kept up to date with products and system knowledge to maintain service levels.
- Provide appropriate training and co-ordinate specific training, to ensure optimally skilled agents.
- Continually provide appropriate on-the-floor feedback to staff.
- Liaise and feedback agents regarding their quality of work, to maintain consistent quality service levels.
- Continually undertake checks on all outgoing correspondence, to ensure quality standards and the required levels of competence are maintained.
- Liaise with supervisors to address and resolve problems and identify training needs.
- Establish effective benchmarks to determine new procedures that can be applied to enhance efficiency.
- Effectively evaluate calls and correspondence to identify trends, needs and patterns that require interventions.
- Work closely with the supervisors and workforce management specialist to ensure alignment.
- Constantly review QA scorecards to ensure alignment with ways of work and industry QA standards.
- Give input into processes and procedures where quality of work may be improved.
- Investigate customer complaints and non-conformance issues.
- Analysis and reporting on QA trends with recommendations and implementation of corrective actions.
- Prepare and present reports on quality performance and trends to management and other stakeholders.
- Training staff on complaint management procedures and best practices, ensuring that staff are equipped to handle complaints effectively.
- Managed team of 15 engineering, production and quality assurance personnel.
- Implemented quality assurance measures to maintain high service standards and minimize customer complaints.
- Conducted quality assurance inspections on finished components and identified issues.
- Implemented quality assurance measures, leading to improved program results and customer satisfaction.
- Conducted regular audits for quality assurance, ensuring compliance with industry standards and regulations.
- Performed comprehensive quality assurance checks, ensuring the reliability of each test result produced.
- Conducted quality assurance and routine diagnostics on data and databases.
- Delivered high-quality products through rigorous testing procedures and quality assurance practices.
- Implemented quality assurance measures to improve overall product reliability and customer satisfaction.
- Supported quality assurance initiatives by integrating setup precision checks into daily routine.
- Managed quality assurance initiatives.
- Maintained accreditation standards by implementing comprehensive quality assurance measures.
- Enhanced departmental performance by actively participating in quality assurance and improvement meetings.
- Implemented robust quality assurance processes that led to a reduction in errors.
- Maximized productivity with consistent adherence to schedules while maintaining excellent quality assurance scores.
- Implemented quality assurance measures to maintain consistency in customer interactions and service delivery.
- Established and monitored quality assurance standards to achieve operational excellence.
Fraud and Complaints Analyst (Experiential Learning)
MTNSA
Gauteng
04.2018 - 04.2021
- Investigated and addressed reported fraud cases, demonstrating strong analytical and investigative skills.
- Receiving and logging customer complaints through various channels (phone, email, in-person).
- Working with different departments to resolve complaints in a timely and satisfactory manner.
- Monitor real-time and reports to detect and investigate suspicious pattern or behavior.
- Conducted thorough data analysis and preliminary investigations to confirm fraudulent activities, ensuring accuracy and reliability in findings.
- Proactively recommended and implemented policies and procedures to prevent and mitigate fraudulent activities, contributing to organizational security and risk management efforts.
- Stayed abreast of mobile fraud trends through regular research, enhancing knowledge and expertise in fraud detection and prevention strategies.
- Generate reports and presentations on fraud trends, incidents, and prevention efforts for management review.
- Communicating effectively with customers to keep them informed about the status of their complaints and ensuring their concerns are addressed.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
- Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Developed new analytical models that improved forecasting accuracy and reduced risk exposure.
- Increased operational transparency by developing and implementing new reporting framework.
- Optimized operational efficiency by redesigning workflow processes.
- Enhanced customer engagement by analyzing behavior patterns and suggesting targeted marketing strategies.
- Generated reports detailing findings and recommendations.
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluated customer needs and feedback to drive product and service improvements.
Education
Bachelor of Arts - Human Resource Management
Mancosa College
Gauteng 01.2017 - 02.2021
Bachelor of Arts - Human Resources Management
Mancosa College
Gauteng 01.2021 - 02.2022
Skills
Analytical Thinking
Critical Thinking
Problem Solving
Time Management
Project Management
Decision Making
Conflict Resolution
Data Analysis
Leadership
Siebel (CRM)
Debt Collection
Customer Service
Coaching
Excel
PowerPoint
Root cause analysis
Timeline
Human Resource Administrator
Nutun International
03.2024 - Current
Bachelor of Arts - Human Resources Management
Mancosa College
01.2021 - 02.2022
Fraud and Complaints Analyst (Experiential Learning)
MTNSA
04.2018 - 04.2021
Bachelor of Arts - Human Resource Management
Mancosa College
01.2017 - 02.2021
Quality Assurance
MTNSA
09.2007 - 02.2024