Mpumi Precious Kruger
Senior Planning Administrator
Midrand
Summary
Experienced in daily planning of project activities and ensuring scheduling for commercial fleet customers to meet targets. Driven, confident, and self-motivated individual capable of prioritizing workload and taking a proactive approach to tasks. Strong interpersonal skills facilitate interaction at all levels, embodying the values of a Netstar ambassador dedicated to preserving the company's image through professionalism, presentability, approachability, and a pleasant demeanor.
Overview
16
16
years of professional experience
4034
4034
years of post-secondary education
4
4
Languages
Work History
Planning Administrator
Altech Netstar
01.2018 - Current
- Maintain and integrate project plans
- Provide guidance to project teams
- Co-ordinate and complete activities related to the project
- Develop and maintain project deliverables
- Monitor the achievement of project activities
- Preparation of progress report
- Reporting on progress/ issues to management
- Filing of documents
- Manage the dispatching process and allocate work to technicians
- Ensure tracking system is working
- Knowledge of CRM and ClickSoftware system
Quality Assurance
Altech Netstar
08.2013 - 12.2017
- Listen to calls made or received by the Contact Centre Agents and Operations.
- Assist in identifying customer needs and expectations.
- Assessing calls and coaching agents who score below benchmark.
- Agent Development plan
- Conducting feedback on assessed calls, and sending feedback to Team Leaders.
- Notifying Management of trends picked up during assessments
- Setting up calibration session with Team Leader, Supervisor and agents
- Report writing to Management and Team Leader
- Monthly reporting to Management
- Offering training to new candidates and existing staff
- Designing Quality Assurance processes.
Quality Assurance
ADT Security Service
01.2012 - 01.2013
- Listen to calls made or received by the Contact Centre Agents.
- Listen to calls made or received by the Contact Centre Agents to identify recurring development areas.
- Record findings on Contact Centre Agent QA evaluation forms on Qnique.
- Monitor and evaluate Contact Centre Agent e-mails and other written interactions with customers based on internal quality standards.
- Provide immediate feedback to Contact Centre Team leaders / Control Room Team Leaders and QA Team Leader on matters relating to agent non-compliance to company procedures, customer service standards and other incidents where the company could be put at risk; where urgent intervention would be required.
- Assist in identifying customer needs and expectations.
- Make use of data voice recordings to observe Agent telephone behaviour and other mediums of contact with customers.
- Assist with preparation and analysis of internal and external quality reports for management staff reviews / performance reviews.
- Ensure that any ad-hoc projects /tasks handed down by management are completed timeously
- Ensure individual and team targets are meet.
Contact Centre Agent
ADT Security Service
01.2009 - 01.2012
- Answer inbound calls as well as assist customers who have specific inquiries
- Receiving incoming calls on skills based routing basis
- Handle and resolve customer complaints or escalate if required by policy Receiving and action of emergency calls.
- Provide customers with required information to resolve queries
- Loading of temporary / holiday instructions (if appropriate to skills base) Account, Sales, Technical, Ops and other queries
- Delegation of queries / complaints to relevant departments.
- Sales leads qualification and appointment booking
- Verification of Listener information
- Work as a team and assist each other in daily call centre operational issues.
Education
Call Centre Agent - In and outbound calls, customer service, MS Word literate, MS Office literate, MS Excel literate
Nu Worx Solution Training
BCOM general - Economics, Accounting, Statstics, Business management, Business communication, Information technology, Commercial law, Project management
Regent Business School
02-2024
Quality Assurance for Call Centre - Skills Program, Understanding Quality Monitoring, The purpose and Benefits of Performance Monitoring, Business Objective supported by Quality Monitoring, Quality Monitoring lifecycle, Six Quality Monitoring methods, The Quality monitoring Process, Different Types of Performance Monitoring, Quantitative and Qualitative Key Performance Indicators (KPIs), Agent Development, Dimensions of Service Quality
M-COT Corporate Training
Grade 12 - English, Zulu, biology, Geography, Biblical study, Mathematics
Nomaswazi Secondary School
Skills
Project management
Attributes
- Diligent
- Detail-oriented
- Analytical thinker
- Pro-active
- Resourceful
- Friendly and approachable
- Eager to Learn
- Soft skills
- Ability to pay attention to details
- Ability to meet deadlines
- Operational and customer service ability
- Exceptional listening skills
Post Matric Qualifications
- Nu Worx Solution Training, Call Centre Agent, 07/07/07, In and outbound calls, Customer service, MS Word literate, MS Office literate, MS Excel literate
- Regent Business School, BCOM general, Ongoing, completed 1st year, Economics, Accounting, Statistics, Business management, Business communication, Information technology, Commercial law, Project management
- M-COT Corporate Training, Quality Assurance for Call Centre, 02/01/16, Skills Program, Understanding Quality Monitoring, The purpose and Benefits of Performance Monitoring, Business Objective supported by Quality Monitoring, Quality Monitoring lifecycle, Six Quality Monitoring methods, The Quality monitoring Process, Different Types of Performance Monitoring, Quantitative and Qualitative Key Performance Indicators (KPIs), Agent Development, Dimensions of Service Quality
High School Education
Nomaswazi Secondary School, Grade 12, 2004, English, Zulu, Biology, Geography, Biblical study, Mathematics
Learner Drivers License
Yes
Personal Information
- ID Number: 8510170554083
- Criminal Record: None
- Date of Birth: 10/17/85
- Nationality: South African
Timeline
Planning Administrator
Altech Netstar
01.2018 - Current
Quality Assurance
Altech Netstar
08.2013 - 12.2017
Quality Assurance
ADT Security Service
01.2012 - 01.2013
Contact Centre Agent
ADT Security Service
01.2009 - 01.2012
Quality Assurance for Call Centre - Skills Program, Understanding Quality Monitoring, The purpose and Benefits of Performance Monitoring, Business Objective supported by Quality Monitoring, Quality Monitoring lifecycle, Six Quality Monitoring methods, The Quality monitoring Process, Different Types of Performance Monitoring, Quantitative and Qualitative Key Performance Indicators (KPIs), Agent Development, Dimensions of Service Quality
M-COT Corporate Training
Grade 12 - English, Zulu, biology, Geography, Biblical study, Mathematics
Nomaswazi Secondary School
Call Centre Agent - In and outbound calls, customer service, MS Word literate, MS Office literate, MS Excel literate
Nu Worx Solution Training
BCOM general - Economics, Accounting, Statstics, Business management, Business communication, Information technology, Commercial law, Project management
Regent Business School
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