Martin Bonegang Teeke
Case Resolution Clerk
Kempton Park
Summary
I am attentive to detail and determined to get work done in essential time. An achiever, goal orientated individual in continuous process to help improve good Company service. The above coupled with my work experience in managing Inbound and Outbound Call Centre quality standards in a Business Service Centre environment since the year 2009 to date as well as my educational background make me a key asset to any customer service orientated organization I may join.
Overview
20
20
years of professional experience
1
1
Certification
5
5
Languages
Work History
Manager
Corner Lombaard Square Restaurant And Pub
01.2025 - Current
- Opening & Closing Procedures: Ensuring all opening and closing tasks are completed correctly.
- Shift Supervision: Supervising shifts, assigning duties, and ensuring smooth operations.
- Inventory Management: Tracking stock levels, checking deliveries, and managing inventory for key ingredients and supplies.
- Maintenance: Inspecting equipment and premises, and coordinating necessary maintenance or repairs.
- Cleanliness & Safety: Conducting full walks to ensure cleanliness, stocking supplies, and enforcing safety regulations.
- Financial Oversight: Budgeting & Reporting: Creating weekly, monthly, and annual financial reports on revenue and expenses.
- Cost Control: Monitoring operational costs, managing inventory to prevent waste, and optimizing portion sizes.
- Sales & Profitability: Reviewing daily sales reports and working to increase profitability.
- Customer Experience: Service Quality: Monitoring and ensuring a high level of customer service and satisfaction.
- Complaint Resolution: Responding promptly and professionally to customer complaints and feedback.
- Atmosphere: Creating a welcoming and positive dining experience for all guests.
- Vendor & Menu Management: Supplier Relations: Liaising with and reviewing suppliers to ensure consistent product quality and research new vendors.
- Menu Development: Collaborating with chefs to plan, update, and price menu items.
- Marketing & Community Engagement: Brand Promotion: Implementing marketing strategies, including social media and community events.
- Market Research: Analyzing market trends to suggest ways to reach a broader audience.
Case Resolution Clerk/BVR
Department of Home Affairs Head Office
04.2018 - 06.2023
- Cases Handled: Birth, Marriage, Death, ID 1st Issue/Smartcard, Passports, Investigations.
- Re-assign Incorrectly Assigned Cases To Relevant Civic Services Unit.
- Manage Civics Services Application Backlog at BVR: Birth, Marriage and Death Cases.
- Manually Draw Birth, Marriage and Death Records At Rosslyn Archives Section.
- Resolve And Update All Civic Services Backlog Cases.
- Lease With All Civics Services Unit Officials At BVR To Help Resolve And Finalise Cases.
- Draw Report On All Open and Resolved Cases Against Service Level Agreement.
Case Resolution Clerk/Head Office
Department of Home Affairs
04.2016 - 03.2018
- Act as a Central Point of Contact for Customers Through Various contact Channels.
- Handling Enquiries and Complaints From Citizens Foreigners Concerning a Range of Home Affairs Civic, Immigration and General Services.
- Resolving Customer Queries and Escalating as Necessary Within Agreed Turnaround Times.
- Identifying Customer Needs and Providing Information on a Broad Range of Home Affairs Services and Functions.
- Logging Customer Calls and Case Management Activities.
- Maintaining High Standards of Product Knowledge and Adherence to Protocols to Ensure that Customers Receive Accurate and Consistent Information.
- Understand own Key Performance Indicators and Track Performance Against Set Standards.
Quality Assurance Analyst
SITA (State Information Technology Agency)
10.2015 - 02.2016
- Monitor, Evaluate and Assess all Channels of User Interactions with the Service Centres.
- Identifying Efficiencies/Inefficiencies and Ultimately Maintain and Improvement.
- Support in Identification of Areas of Improvement in Processes and Procedures.
- Conduct User Satisfaction Surveys and Record Customer Complaints.
- Make Recommendations on Enhancements to existing Products and Services.
- Provide Continuous & Monthly feedback to Service Centre Management.
- Partner with Operations and Training to Create and Participate in Specific Action Plans that Address Improvement Opportunities.
Inbound Call Centre Presidency Hotline Escalation Agent
SITA (State Information Technology Agency)
01.2010 - 08.2015
- Manage And Log Incoming Calls on ITSM7 System.
- Calibrating Quality of Calls Logged by 1st Line Agents (QA).
- Manage Presidency Escalations For 1st, 2nd and 3rd Line PLO’s.
- Liaise with 2nd Line Government Dept PLO’s and supporting third party PLO’s to assist restore services on ITSM7 System.
- Daily Updating of Work Log on Quality Assurance (QA).
- ITSM7 System PLO Training to equip them to assume process related responsibilities.
- ITSM7 System Call Centre Agent Trainer.
- Presidential Hotline Call Flow Trainer.
- Telephony ITSM7 System Support to PLO’s.
- Monitoring Access to ITSM7 System for PLO’s.
- Monitoring Calls Assigned to Ministries and Provincial Offices.
- Conduct ITSM7 System Training and PHL Call Flow Training For Public Liaison Officers (2nd and 3rd Line).
- Conduct ITSM7 System Training for Gateway Batho-Pele 1st Line Agents.
- I have been in this portfolio since September 2009, and have been able to execute processes and implement myself with successful results experienced in the delivery of the customer service.
Inbound Call Centre Agent
SITA (State Information Technology Agency)
09.2009 - 01.2010
- Logging Calls for the Presidential Hotline.
- Assigning Presidential Hotline Complaints to Relevant Departments and Local Offices.
- Team Leader 2IC.
- Customer Survey Inspection (CSI Agent).
- Logging Calls For the Dept of Labour / UIF Complaints.
- Department of Labour 1st Line Resolution Enquiry Logging.
- Logging Calls on ITSM7 System for Eastern Cape Dept of Public Works.
- Logging Calls on ITSM7 System for the Presidential Address Golf Challenge.
- Logging Of Presidential Hotline Correspondence Cases.
- Logging Calls For The KZN Premiers Hotline.
Quality Assurer – Business Service Centre
Dial Dynamics (Call Centre)
07.2006 - 06.2009
- Quality Assurance Analyst.
- Agent Coaching and Mentoring.
- Call Evaluation and Validation To Help Continuous Improvement Planning.
- Measuring Subjective Metrics.
- Adhering To Customers Satisfaction Program.
- Quality Monitoring Using Key Performance Indicator Method.
- Reviewing Of Metrics To Use As Guidelines For Quality Assurance.
- Help Continuous Agent Improvement and Development.
- Publishing Of Metrics And Benchmarks.
- Quality Calibration.
- Agent Trainer.
- Acting Team Leader.
- Team Builder and Customer Service Orientated Coach.
Data Capturer
Hortors Stationery (Waltons Business Centre Distribution)
03.2006 - 06.2006
- Data Capturing and Assessments.
- Data Analyst.
- Data Report Assessments.
Education
Senior Certificate -
Tersia King Learning Academy
01.2003
Total Quality Management
University Of Pretoria
Advanced Facilitation Skills
Khulisane Academy
CompTIA A+ 220-801, CompTIA A+ 220-802
CTU Training Solutions
01.2014
Local and Provincial Government Law
UNISA
01.2012
ICDL Diploma - undefined
Working World College
01.2003
Skills
Team leadership
Operations management
Strategic planning
Decision-making
Customer service
Project management
Customer relationship management (CRM)
Relationship building
Documentation and reporting
Expense tracking
Project planning
Verbal and written communication
Staff training and development
Performance evaluations
Key performance indicators
Coaching and mentoring
MS office
Team building
Computer skills
Effective communication
Team development
Customer relationship management
Active listening
Attention to detail
Training and development
Certification
M.B. Teeke Curriculum Vitae 2026
Timeline
Manager
Corner Lombaard Square Restaurant And Pub
01.2025 - Current
Case Resolution Clerk/BVR
Department of Home Affairs Head Office
04.2018 - 06.2023
Case Resolution Clerk/Head Office
Department of Home Affairs
04.2016 - 03.2018
Quality Assurance Analyst
SITA (State Information Technology Agency)
10.2015 - 02.2016
Inbound Call Centre Presidency Hotline Escalation Agent
SITA (State Information Technology Agency)
01.2010 - 08.2015
Inbound Call Centre Agent
SITA (State Information Technology Agency)
09.2009 - 01.2010
Quality Assurer – Business Service Centre
Dial Dynamics (Call Centre)
07.2006 - 06.2009
Data Capturer
Hortors Stationery (Waltons Business Centre Distribution)
03.2006 - 06.2006
Total Quality Management
University Of Pretoria
Advanced Facilitation Skills
Khulisane Academy
CompTIA A+ 220-801, CompTIA A+ 220-802
CTU Training Solutions
Local and Provincial Government Law
UNISA
ICDL Diploma - undefined
Working World College
Senior Certificate -
Tersia King Learning Academy
Personal Information
- ID Number: 8503056101087
- Health Status: Very Good
- Criminal Record: None
- Date of Birth: 05 March 1985
- Gender: Male
- Marital Status: Single
- ID Number: 8503056101087
Physical Address
592 Motheong Ext, Kgano Street, Tembisa, Gauteng, 1632
References
- Morwangwako Mokgawa, CEO/Founder, 0825945350, Mokgawae@gmail.com
- Rudzani Netsianda, ASD: Home Affairs Contact Centre, 0762083445, Rudzani.Netsianda@dha.gov.za
- Sophie Maswanganye, Supervisor: BVR, 0783094553, 0123008632, Sophie.Maswanganye@dha.gov.za
- Joy Nyikana, Manager: Advanced Operations Management – SITA, 0126722767, 0834606048, Joy.Nyikane@sita.co.za
- Engrett Aphane, Supervisor: Business Service Centre (Presidential Hotline) - SITA, 0126577512, 0829013831, Engrett.Aphane@sita.co.za
- Mduduzi Mkhwanazi, Manager: Business Service Centre (Presidential Hotline) - SITA, 0126577509, 0823415523, Mduduzi.Mkwanazi@sita.co.za
- Madeleine Mulder, Manager: Service Management Call Centre – Dial Dynamics, 082747173