NONHLANHLA MONICA THAFENI NTSHALINTSHALI

• Conducted comprehensive candidate screenings to assess skills, experience, and fit for specific roles.
• Built strong relationships with clients through regular communication and understanding their unique needs.
• Provided detailed feedback to both clients and candidates after interviews, facilitating continuous improvement in the recruitment process.
• Coordinated interviews between clients and candidates to ensure seamless scheduling and communication throughout the process.

• Mentored and coached team members on QA topics and strategies.
• Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
• Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
• Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.

• Assisted call-in customers with questions and orders.
• Increased sales revenue by consistently meeting and exceeding sales targets.
• Enhanced product knowledge through continuous training and professional development opportunities.
• Achieved top performer status within the company due to consistent high sales numbers.

Quality Assurance Specialist – Call Center

• Conducted comprehensive quality call evaluations, documenting findings to support the continuous development and improvement of call center agent performance.
• Trained and presented key performance trends and quality issues to the Portfolio Manager and Quality Assurance Manager, enabling data-driven decision-making.
• Delivered targeted feedback and coaching sessions to supervisory and management staff to ensure alignment with quality standards and service excellence goals.
• Maintained accurate, organized, and up-to-date documentation of QA processes, audit results, and compliance records in accordance with internal policies and industry best practices.
• Supported and facilitated quality assurance audits, led group facilitation and calibration sessions, and contributed to the successful execution of ad-hoc quality improvement projects.
• Provided detailed analytical insights and actionable recommendations derived from QA data, driving process optimization and improved customer experience outcomes.

Call Center Collections Agent

• Managed high volumes of inbound and outbound calls, effectively diagnosing customer issues and providing prompt, solutions-focused service to ensure satisfaction and retention.
• Accurately documented call interactions and maintained detailed records in line with company policies and regulatory requirements.
• Addressed and resolved customer concerns swiftly and professionally, consistently exceeding service expectations, and fostering customer trust.
• Surpassed individual and team performance targets through proactive problem-solving, negotiation skills, and customer-centric communication strategies.
• Successfully negotiated and structured payment arrangements with customers, monitored follow-ups, and ensured timely collections while maintaining compliance with internal and legal guidelines.
• Maintained a high level of professionalism and empathy in all interactions, building strong rapport with customers, and contributing to positive client experiences.

Call Centre Collections Agent

• Managed high volumes of inbound and outbound calls, effectively diagnosing customer issues and providing prompt, solutions-focused service to ensure satisfaction and retention.
• Accurately documented call interactions and maintained detailed records in line with company policies and regulatory requirements.
• Addressed and resolved customer concerns swiftly and professionally, consistently exceeding service expectations, and fostering customer trust.
• Surpassed individual and team performance targets through proactive problem-solving, negotiation skills, and customer-centric communication strategies.
• Successfully negotiated and structured payment arrangements with customers, monitored follow-ups, and ensured timely collections while maintaining compliance with internal and legal guidelines.
• Maintained a high level of professionalism and empathy in all interactions, building strong rapport with customers, and contributing to positive client experiences.

Cashier / Sales Assistant.

• Delivered exceptional customer service by efficiently processing payments, handling returns and refunds, and assisting customers with product inquiries, and locating specific items.
• Operated the point-of-sale (POS) system with accuracy and efficiency, ensuring secure and smooth transaction processing in accordance with company policies.
• Supported stock management by unpacking deliveries, replenishing shelves, and maintaining well-organized, visually appealing merchandise displays.
• Assisted store management with daily operational tasks, including report preparation, supporting decision-making processes, and taking on responsibilities beyond standard cashier duties.
• Monitored inventory levels, performed stock rotation, and ensured timely restocking to meet customer demand, and reduce shrinkage.
• Maintained a clean, safe, and welcoming store environment in compliance with health and safety standards.
• Tracked and recorded daily sales data, supported report generation, and provided insights to assist with business planning and performance analysis.
• Collaborated with team members and management to ensure efficient store operations, consistently contributing to a positive customer experience.

Cashier / Retail Assistant

• Provided excellent customer service by efficiently processing payments, handling returns and refunds, and assisting customers with product inquiries, and locating items.
• Operated the cash register with accuracy, ensuring smooth and secure transactions in compliance with store policies.
• Unpacked deliveries, restocked shelves, and ensured merchandise was well-presented and organized for optimal customer experience.
• Assisted store management with daily operations, including preparing reports, supporting decision-making, and executing tasks beyond standard cashier responsibilities.
• Replenished product inventory regularly to maintain stock levels and meet customer demand.
• Maintained cleanliness and organization of the store environment, contributing to a safe and welcoming shopping atmosphere.
• Tracked daily sales, recorded transactions, and assisted in generating reports to support business analysis and planning.
• Collaborated effectively with team members and management to ensure seamless store operations and customer satisfaction. I was responsible for processing and receiving payments, and issuing receipts to customers as they leave with their purchases.
• Also, a cashier job involves additional responsibilities such as processing returns, interacting with customers, balancing the cash drawer, handling cash, credit, and debit card transactions, and maintaining sales records.