Makhosazana Mabuza
Real Time Analyst
Middleburg,Mpumalanga
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 [Number]+ 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. Strategic consultant eager to leverage knowledge in payroll and tax laws. Skilled in using data and analytics to evaluate job duties and requirements. Qualified to implement compensation and benefits strategies. Reliable and committed to professional development and growth. High-performing [Job Title] with solid background in human resources. Analyzes and evaluates job duties and requirements using understanding of compensation and benefits laws and regulations. Strong organizational skills with keen eye for detail.
Overview
12
12
years of professional experience
Work History
Workforce Real Time Analyst
Millennium 1 Solutions
Canada
01.2020 - 12.2021
- Provided professional services and support in a dynamic work environment.
- Worked well in a team setting, providing support and guidance.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Workforce Real Time Analyst
Merchant Data Service
01.2018 - 02.2021
- Boosted overall productivity, conducting regular performance analysis to identify opportunities for improvement in workforce management processes.
- Assisted in recruitment efforts, conducting interviews and evaluating candidate suitability for open positions within the organization.
- Increased customer satisfaction scores by effectively managing the real-time queue, ensuring prompt response times to inbound calls.
- Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
- Addressed employee concerns with schedule changes; ensuring a transparent and fair process for all involved parties.
- Evaluated existing workforce strategies; implemented process improvements leading to increased efficiency while maintaining quality standards during peak periods.
- Created a positive work environment that fostered team collaboration; prioritized staff morale through regular check-ins and transparent communication of expectations across all agents'' workflows.
- Streamlined the daily functions for better efficiency, implementing new scheduling software for workforce optimization.
- Balanced workload distribution among employees according to skill sets; leading to improved individual performance metrics.
- Mitigated risks associated with high call volume periods, developing contingency plans for unexpected events or spikes in demand.
Call Agent
MerchantService
01.2010 - 03.2012
- Maintained high call quality standards by adhering to company guidelines and protocols.
- Continuously expanded product knowledge through training sessions and self-directed learning efforts.
- Built strong customer relationships with empathetic communication and active listening skills.
- Boosted sales by offering tailored recommendations based on customer needs and preferences.
- Achieved targeted call resolution times by swiftly identifying issues and providing solutions.
- Supported colleagues in handling complex cases, fostering a collaborative work environment.
- Handled escalated calls with professionalism, effectively de-escalating situations and finding resolutions.
- Identified recurring issues or trends in customer complaints, leading to improvements in products or services as a result.
- Contributed to the team''s success by consistently meeting or exceeding performance metrics.
- Retained customers by providing exceptional service, preventing potential cancellations or account closures.
- Streamlined processes for improved efficiency, leading to shorter wait times for customers.
Education
Project Management
IQ Acadamy
Johannesburg, South Africa04.2014
High School Diploma -
Randoer Skool
Johannesburg, South Africa 04.2001 -
Skills
Timeline
Workforce Real Time Analyst
Millennium 1 Solutions
01.2020 - 12.2021
Workforce Real Time Analyst
Merchant Data Service
01.2018 - 02.2021
Call Agent
MerchantService
01.2010 - 03.2012
High School Diploma -
Randoer Skool
04.2001 -
Project Management
IQ Acadamy
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