NKOSINATHI MZWAKHE MAQHUKA
Customer Service
Naturena
Summary
Hardworking professional experienced in customer service management and quality assurance. Demonstrated success in handling complicated policy issues with efficiency and accuracy. Bringing 10 years of related account resolution experience.
Overview
8
8
years of professional experience
Work History
Quality Assurance
Advanced Call Center Technologies, ACT
08.2024 - Current
- Defined testing and acceptance strategies and determined quality assurance benchmarks.
- Enhanced team performance through regular feedback and coaching on quality assurance best practices.
- Enhanced product quality by implementing comprehensive quality assurance processes and procedures.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Increased timely treatment protocols by leveraging current response and quality assurance requirements.
- Implemented robust quality assurance measures that reduced defects and increased overall product reliability.
- Supported quality assurance efforts by providing accurate recordkeeping during audits or inspections.
- Observed quality assurance measures to avoid potential lawsuits from consumers.
Associate Specialist
Quantanite
01.2024 - 08.2024
- As a BB&B I specialize in selling a wide range of domestic merchandise. This includes such as bedroom, bathroom, kitchen and dining room as well as home deco and furnishing.
- We aim to provide a one stop online shopping for all of our clients home related needs, offering a wide selection of products, convenient shopping options and personalized services.
Fraud Consultant
Quantanite
08.2023 - 12.2023
- Scheduling meetings for Account Executive at Fraud.net, focusing on B2B sales prospecting in fraud and risk within the financial industry.
- Generating sales through cold outbound emails, targeting Banks, E-commerce, Fintech and FinServe.
- Effectively using Apollo for prospecting and lead generation while updating lead status on CRM and utilizing Hubspot for meeting reports and lead management.
- Submitting reports keeping stakeholders informed about daily activities, progress and challenges encountered during the sale development process.
- Reaching out to overseas clients based in the USA, EUROPE, UK and APAC Asian countries tailoring communications strategies for diverse market.
Student Services Team Leader
Lyceum College
04.2017 - 12.2022
- I lead a team whereby we assessed the student needs, satisfaction and outcomes, I utilized data to inform, improve services and programs.
- I established and maintained partnership with external organisations and community agencies to expand resources and opportunities available to students.
Education
Financial Banking - NQF level 5
CornerStone
01.2015
Microsoft Certificate - NQF level 5
Central Business Academy
01.2014
Matric - 12
Pace Commercial School
01.2011
Skills
Communication Skills
Problem Solving Skills
Active listening
MS Office Suite
Data base Management
Team Building Skills
Quality assurance and verification
Quality assurance planning
Quality assurance measures
Quality assurance guidance
Quality assurance monitoring
Quality assurance adherence
References
- Eunice, Lukhombo, Manager, Eunice.lukhombo@icg.co.za, +27 83 453 9049, Lyceum College
- Mfundiso Lali , Team leader Mfundiso.Lali@acttoday.com, +27 67 300 5932, ACT
Timeline
Quality Assurance
Advanced Call Center Technologies, ACT
08.2024 - Current
Associate Specialist
Quantanite
01.2024 - 08.2024
Fraud Consultant
Quantanite
08.2023 - 12.2023
Student Services Team Leader
Lyceum College
04.2017 - 12.2022
Microsoft Certificate - NQF level 5
Central Business Academy
Matric - 12
Pace Commercial School
Financial Banking - NQF level 5
CornerStone