Pool
Mark Peters
Workforce Analyst
Pretoria
Summary
Dynamic professional with a proven track record in enhancing customer satisfaction and streamlining operations, evidenced by roles at Telkom and other leading companies. Skilled in advanced Excel and effective communication, I excel in analyzing data to inform strategic decisions and in resolving complex customer issues, significantly improving operational efficiency.
Overview
24
24
years of professional experience
1
1
Language
Work History
Cashier
Goolams
02.2024 - 10.2024
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Welcomed customers and helped determine their needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Returns Officer
Amka
03.2020 - 01.2021
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Improved department efficiency by streamlining and implementing policies and processes.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
Call Center Representative
BCX
12.2015 - 08.2016
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Resource Analyst
Telkom
04.2004 - 04.2011
- Designed and maintained schedules.
- Created and updated daily, monthly reports & dashboards.
- Monitor real time adherence.
- Analyzed capacity requirements and recommended staffing levels for optimal workforce utilization.
- Developed comprehensive reports, presenting key findings and insights to inform strategic decision making.
Call Center Representative
Absa
02.2001 - 05.2003
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Education
E-Workforce Management Peform Essentials - Ewfm
Aspect
Midranr2010
E-Workforce Management - Ewfm
Aspect
Midrand2007
Enterprise Reports -
Aspect
Midrand2007
Enterprise Admin Level 1 - Rockwell
Aspect
Midrand2007
System Administrator (Enterprise) - EWFM
Aspect
Midrand2007
Matric - English, Afrikaans, Maths, Science, Accounting, Co
Himalaya Secondary School
Laudium 12.1997
Skills
Call center agent
ISP Technical Assistance
Clarify
Remedy
Forecasting & Scheduling
Ewfm Maintenance
Ewfm - Creation of: superstate, Trial Schedules
Total recall
Monitor RTA
Ms Office
Excel - advance
Design and automate reports
Guest inquiries
Records Maintenance
Refunds and exchanges
Safe verifications
Accomplishments
Agent of the month (more than 12 times).
Spotlight award Telkom.
Most Significant contribution Telkom.
Won the Gauteng North Pool associations league several times.
Interests
Swimming
Chess
Timeline
Cashier
Goolams
02.2024 - 10.2024
Returns Officer
Amka
03.2020 - 01.2021
Call Center Representative
BCX
12.2015 - 08.2016
Resource Analyst
Telkom
04.2004 - 04.2011
Call Center Representative
Absa
02.2001 - 05.2003
E-Workforce Management Peform Essentials - Ewfm
Aspect
E-Workforce Management - Ewfm
Aspect
Enterprise Reports -
Aspect
Enterprise Admin Level 1 - Rockwell
Aspect
System Administrator (Enterprise) - EWFM
Aspect
Matric - English, Afrikaans, Maths, Science, Accounting, Co
Himalaya Secondary School