Nolonwabo Yisaka

Real-time monitoring:

Always watching real-time metrics, i.e., adherence to schedule, conformance to planned schedule, call queues, and SLAs to ensure optimal service delivery.

Manage and update adherence of all agents while keeping operations informed about attendance and non-adherence to schedule.

Make adjustments to schedules in real time due to lateness, AWOLs, and real-time absences.

Data Analysis:

Provide in-depth analysis for intraday check-ins to operations to allow better decision-making for the day.

Identify issues and behavioral trends from the advisors, and inform operations of the next best steps to improve service delivery.

Collaboration and communication:

Communicating with leads and operational heads, planning and scheduling to allow for real-time decision-making.

Reporting: to consistently provide operations with accurate and real-time reporting on attendance, KPIs, loss of hours.

• Answered customer inquiries and provided accurate information regarding products and services.
• Provided exceptional customer service to ensure customer satisfaction.
• Assisted the customer with their car insurance queries and assistance with new quotes.
• Renewal CSA provided the returning customers with revised quotes and assisted in renewing the car insurance.

• Assisting and supporting new consultants with their learning and supporting them with managing their calls.

• Assisting UK O2 mobile customer’s with their account queries
• Dealing with customer complaints
• Processing payments
• Dealing with their order queries
• Taking customer escalations

• Working for BG (British Gas) campaign servicing their UK customer base with billing for their gas and electricity accounts
• Key responsibilities include taking customer’s usage and billing their account up to date
• Sending them invoices
• Breaking down their usage and statements to them
• Liaising with other departments within the British gas campaign including centres in the UK to trouble shoot and further assist
• Dealing with customer complaints and resolving them to the customer’s satisfaction
• Booking engineer appointments

• Communicating predominantly in English
• Liaising with different departments in our contracts division in order to solve the query
• Assisting customer’s with their invoices, accounts breaking down of statements and tax invoices
• Communicating contractual business policies regarding customer’s contracts
• Following up with the customer to give feedback

• Working with Vodacom’s prepaid cell phone users
• Communicating in English, Xhosa and Zulu
• Getting 100% quality for service and problem resolution