Nazlee Saida Makama
CX Quality Assurance
Gauteng ,WC
Summary
My primary objective is to pursue a stimulating position that fosters the enhancement of my expertise and capabilities. With an Honours Degree and relevant professional background, I am confident in my ability to contribute significantly to the company's achievements and advancement.
I have consistently valued diligence and determination throughout my career. A recent accomplishment includes participation in Lincoln Mahli's Youth Leadership Foundation, underscoring my dedication and capacity to effect positive change.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
Work History
Administrator and Coordinator
Subaru South Africa- Head Office
- Carry out all Infrastructure Manager Administrative duties
- Drafting Meeting Agenda and Meeting Minutes with various suppliers and vendors
- Filing relevant artefacts for existing infrastructure.
Administrator and Coordinator
JD Group -Morkels Supply Chain
- Worked as an Administrator and Coordinator
- Addressed telephonic customer complaints and coordinate the repairs with the supplier
- Engaged various Business Units to address specific customer queries.
CX Quality Assurance Engineer
Everlytic
8 2023 - Current
- Documenting and reporting product or service quality levels
- Developing and implementing standards for inspection
- Developing a workflow for product inspection
- Developing plans to help a company manage waste
- Communicating with other team members to solve problems
- Following up with the appropriate channels when mistakes are found
- Training other quality assurance members on all inspection processes
Booking Consultant
Computicket
01.2017
- Make telephonic or physical bookings to shows
- Address booking queries
- Record credit card sales.
Service Expect (Client Development)
One Plan Insurance
02.2021 - 07.2023
- Capture and attach invoices for Claims related queries
- Identify customer needs and actively find solutions that will assist the client in having the best possible customer experience
- Educate clients on product offering and use methods that allow the business to resolve the queries at first call resolution
- Manage the clients queries by following up and escalating any issues that need to be addressed
- Forecast potential errors that may arise which might impact customer experience
- Analyse call volumes, trends, queries and come up with solutions to address and rectify the problem areas.
Quality Assurance
One Plan Insurance
02.2021 - 01.2022
- Call monitoring across various portfolios including Health Insurance, Pet Insurance, Motor Vehicle and Household content
- Provide data trends to QA Manager regarding common areas/ shortfalls within respective business unit
- Do trend analysis based on available data extracts
- Participate in customer and client listening initiatives to identify customer needs and risk migration including the identification of knowledge gaps
- Extract various data sets for Management Reporting
- I coached and mentored customer care agents and advise where they went wrong and offer progressive solutions
- Meticulous attention to detail
- The role requires outstanding written communication and professionalism across various levels of Management.
Administrator / Tutor
Kip McGrath Educational Centre
06.2019 - 01.2021
- Teaching after class lessons after school
- Responsible for preparing KIP work for the Regents Park Centre and Glenvista Educational Centre
- Coordinate various material for the diverse groups of students for aftercare classes and additional lessons
- Engage with various Tutors on required study material.
Student Assistant, Tutor and Administrator
University of Johannesburg
04.2018 - 11.2019
- Addressing student queries (assisting with exam preparations and assignments)
- Marking students assignments.
Education
BCOM Honours in Information Management -
University of Johannesburg
01.2018 - 04.2019
Bachelor of Arts in Information and Data Management - undefined
University of Johannesburg
01.2015 - 04.2017
Skills
Communication: Received excellent results while working with a team to conduct research for research proposals
Time management: I was able to study and work at the same time in order to gain experience This helped in managing my time while completing all my tasks
Analytical: Conducted research in a timely manner and provided consolidated information based on the research conducted
Ability to work independently: Prepared tasks for my role as a quality assurance administrator and coach Developed spreadsheets in order to provide information to the company, the information was based on finding ways to provide an excellent customer experience to the clients (prepared reports -daily and monthly)
Certification
Public Management and Governance Certificate of Excellence, University of Johannesburg, 2015
References
- Rinolen Naidoo, One Plan Insurance, Team Leader, 0812063538
- Lorna Cooper, Subaru South Africa-Head Office, IT Infrastructure Manager, 0731532275
- Sharon Pandarum, JD Group –Morkels Business Unit, Manager, 0835479753
- Deirdre Wessels, University of Johannesburg, Manager –Faculty Departmental Secretary, 0115592183
- Shaheemah Khan, Computicket, Manager, 0620781321
- Dharshini Chetty, Kip Mcgrath Educational Centre, Owner-Manager, 0845854459
- Nazeerah Khan , Everlytic, 0723516511
Timeline
Service Expect (Client Development)
One Plan Insurance
02.2021 - 07.2023
Quality Assurance
One Plan Insurance
02.2021 - 01.2022
Administrator / Tutor
Kip McGrath Educational Centre
06.2019 - 01.2021
Student Assistant, Tutor and Administrator
University of Johannesburg
04.2018 - 11.2019
BCOM Honours in Information Management -
University of Johannesburg
01.2018 - 04.2019
Booking Consultant
Computicket
01.2017
Bachelor of Arts in Information and Data Management - undefined
University of Johannesburg
01.2015 - 04.2017
Administrator and Coordinator
Subaru South Africa- Head Office
Administrator and Coordinator
JD Group -Morkels Supply Chain
CX Quality Assurance Engineer
Everlytic
8 2023 - Current
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