Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Mark Sansom

Quality Assessor
Cape Town

Summary

I will say that I am an organized and dependable candidate successful at managing various individuals with a positive can do attitude! I am certainly a team player and strongly believe in working together to achieve the best results!

I have always had great interpersonal skills with people, especially during my years within the call centre industry with coaching and being in the customer services/sales sector.

Lastly I am always willing and eager to take on added responsibilities to meet team goals.

With new responsibilities I feel that there are opportunities to learn, develop and grow your skills, both in one's professional and personal capacity.

Overview

21
21
years of professional experience

Work History

Assessment Specialist

Liberty
02.2012 - Current
  • Responsible for assessing all sales and service calls where clients are brought on book.
  • Assessing the accuracy of data captured, as well as insuring quality and compliance on every call.
  • Regular coaching/feedback correspondence with Team Leaders on agents performance.
  • Monthly analysis of Stap reports to discuss repeat trends and focus agents.
  • Tracking of previous goals and action plans to ensure progress and identify any improvement areas.
  • Implementation of action plans/goals based on repeated and common trends.
  • Keep up to date and aligned with current business and departmental processes to ensure standardization across the organization.
  • Regular calibrations within the quality to ensure alignment and consistency when assessing.

Call Centre Coach

Carphone Warehouse
04.2006 - 11.2011
  • Enhanced team performance by developing and implementing effective coaching strategies and methods.
  • Conduct regular performance evaluations for agents, carry out coaching sessions in order to set clear agreed expectations/goals for continued improvement throughout the month.
  • Analyze and evaluate individual agent and team performance stats to identify areas of improvement.
  • Collaborate with other coaches to share best practices, techniques, and insights for overall team improvement.
  • Liaising with allocated Team leaders to discuss their team individual and overall performances.
  • Formulating of weekly and monthly reports on team stats and trends.

Call Center Representative

Telkom Directory Services
07.2003 - 03.2006
  • Responding to customer calls to answer questions pertaining to required business and services.
  • Managing high call volumes while providing exceptional customer support and maintaining professional composure.
  • Keeping an average call handling time by ensuring a prompt efficient service to customers while maintaining quality interactions.
  • Adhering to company policies and scripts to keep in line with quality standards.

Education

ETDP-SETA - Unit Standards 115753, 115755, 115759

Cool Ideas
Cape Town, South Africa
04.2001 -

MS Office Level 1 & 2

A+ Computer Training Studios
Cape Town, South Africa
01.2002

Associate of Arts - Graphic Design

Austin Ellis Mac Train
Muizenberg, South Africa
04.2001 -

Matric Certificate

Fish Hoek High School
Fish Hoek, South Africa
12.1998

Skills

Effective Communication

Additional Information

This might be useful ,depending on the BEE status of the company in question:


Something that most people won't know about me, especially if I have pants on and the fact I do not have a limp, is that I have a prosthetic foot! Back in 2017, as a result of a bad motor vehicle accident which happened 4 year's prior, I chose to have a below knee amputation of my right foot.



Timeline

Assessment Specialist

Liberty
02.2012 - Current

Call Centre Coach

Carphone Warehouse
04.2006 - 11.2011

Call Center Representative

Telkom Directory Services
07.2003 - 03.2006

ETDP-SETA - Unit Standards 115753, 115755, 115759

Cool Ideas
04.2001 -

Associate of Arts - Graphic Design

Austin Ellis Mac Train
04.2001 -

MS Office Level 1 & 2

A+ Computer Training Studios

Matric Certificate

Fish Hoek High School
Mark SansomQuality Assessor