Summary
Overview
Work history
Education
Skills
Languages
Affiliations
Accomplishments
Certification
Timeline
Generic
Nontokozo Angeline Khumalo

Nontokozo Angeline Khumalo

Durban,South Africa

Summary

A highly skilled professional with extensive knowledge of building regulations and a proven track record in project management, occupational education and training practitioner. Demonstrates exceptional leadership quality and adaptability to changes, effectively managing employees and engaging participants. Proficient in public speaking and communication skills, both verbal and written, with expertise in MS Word. Committed to leveraging these competencies to drive successful project outcomes and foster a collaborative work environment.

Overview

23
23
years of professional experience
10
10
years of post-secondary education
1
1
Certification

Work history

Independent contractor as ETQA and SME

Vital Enpower Training, SIGNA Academy, NTI &NGI In
Durban, KwaZulu-Natal
07.2022 - 07.2025


  • SME (subject matter expert) registered with Services Seta, ETDP SETA and Wholesale and Retail SETA on the following qualifications New Venture Creation NQF 2 and 4, Business Administration Services 3 and 4, Generic Management 2,3,4 and 5, Contact Center 3 and 4, Contact Center Management 5, Labour Relations 5 and 6, Leadership, Emotional Intelligence, Conflict Resolution in a workplace, Job Readiness
  • Senior Facilitator and internal ETQA
  • Trained facilitators to ensure compliance with QMS requirements.
  • Endorsed quality checks for other facilitators' work.
  • Recorded daily, weekly, and monthly statistics for stakeholders.
  • Guided learners in building competent portfolios of evidence.
  • Moderated internal operations to prepare for external verification.

KZN REGION ETQA & INTERNAL MODERATOR

Kukhula Global Projects
08.2018 - 05.2022
  • Provide service to Kukhula as a client
  • Conduct blended training that is contact training and virtual online training
  • Conduct and present training and assess
  • SSETA Business Practise NQF1
  • Facilitate and Assess Business Administration Services NQF 3, Generic Management NQF 3, 4 and 5, Contact Centre NQF3 & 4, New Venture Creation NQF 2 and 4.
  • WRSETA inhouse constituent assessor for Generic Management, ABET and Wholesale and Retail Operations.
  • Assist candidates to build an authentic Portfolio of Evidence (POE) according to the KGP and relevant SETAs assessment requirements.
  • Conduct assessments on candidate POE's
  • Guide, Coach and motivate candidates towards successful completion of the learnership program.
  • Facilitate learners with disabilities according to their pace and level of understanding.
  • Submit daily, weekly, monthly and assessment reports for each learnership program.
  • Ensure learners attendance and that they submit their POEs on the agreed time frame.
  • ETQA ADMINISTRATOR, assist ETQA manager register learners and to exit learners as per the relevant SETA requirements.
  • Advise the training provider on relevant changes needed on training manuals ie. Updating the US as per SAQA registration update.
  • ETDPSETA In house training ie. Training junior facilitators and induct new staff. Train the Trainer, Assessor and Moderator
  • TRAINING CENTER MANAGEMENT
  • Noting client's concerns to update the training provider.
  • Ensures that the training centre is safe and suitable for the learners with disabilities.
  • Assisting on Stipend queries escalated to me.
  • Lead learner recruitments
  • Do company profile presentation to potential clients.
  • Train corporate clients on Covid 19 work and domestic protocols.
  • Office management and office budget maintenance.

Facilitator and Constituent Assessor

Sakhisizwe Community Projects
05.2017 - 07.2018
  • Main facilitator for New Venture Creation NQF 4 & Contact Center NQF 2
  • To manage and mark leaners POEs
  • To prepare assessments guides, activities and memorandums
  • Team member to approve slides to be used as training material
  • Stats administration for facilitator and leaners
  • Keeping and monitoring leaners regsiter
  • Assist leaners to compile their POEs and to gather evidence
  • To conduct pre learnership assessments
  • Compile and submit facilitators report for the CYC management and SSETA
  • Filling documents and archiving files and emails
  • Take calls and reply to emails
  • Skills development Assessor
  • Compile ATR and WSP for the organisation
  • Coach and mentor employees to meet their required goals and to contribute towards company growth.
  • October 2017 to April 2017 started with 30 Disabled students, facilitating the Project Management (50080) NQF 4 learnership.
  • Assessed 20 Skills Development Project Management POEs.

Facilitator and Trainer

AGB MATHE SKILLS DEVELOPMENT
06.2013 - 02.2017
  • Facilitate SETA accredited leanerships for both employed and non employed
  • Facilitate NVC 2, NVC 4 Business Administration NQF3.
  • Facilitate and train Business Administration Services NQF3 from September 2013 to January 2017 unemployed youth.
  • Train the trainers
  • Collect and record leaners information as per SETA and company record systems requirements.
  • Record training stats.
  • Request and record training stationery.
  • Assist leaners to profile their POEs and to complete leadership programmes successful
  • Mark POEs formative assessments.
  • Internal assessor for NVC NQF 4 skills development programmes.
  • Conduct new recruits induction training

Municipal Council Practise Facilitator / Training coordinator

Power Rush CC.
06.2011 - 03.2013
  • Main facilitator to train the trainers
  • Facilitate Municipal Council Practice NQF2
  • Assist in Environmental Practise Facilitating
  • Assist facilitators to write facilitators report
  • To manage and mark leaners POEs
  • To prepare assessments guides, activities and memorandums
  • Team member to approve slides to be used as training material
  • Stats administration for facilitators and assessors
  • Assist internal moderators with moderating resources
  • Filling documents and archiving files and emails
  • Take calls and reply to emails

Customer Care and Contact Centre Trainer

THLALEFANG PLACEMENTS
06.2009 - 05.2011
  • Company Overview: 173 call centre
  • Contact Centre NQF 2 Give exceptional customer service to MTN customers (both in and out customers), in order to achieve and exceed set targets that have been assigned.
  • Help with escalated customer complaints, queries and problems for possible solutions.
  • Help team members with refresher training in order to help them to meet required targets.
  • Liaise with management about the call centre agents operations and possible call centre environment improvements in order to certify customer needs.
  • Write daily, weekly and monthly report about team member’s performance and arrears of improvement.
  • Help on training new team members with company systems, policies and applying their product knowledge in practicality and do assessment programmes.
  • Facilitate and monitor budding training method.
  • Maintain frequent (daily) stats to meet service levels set by the company.
  • To providing information, problem-solving, from customers calling the call centre.
  • To deal with customer’s complaints quickly and efficiently.
  • Handle customer complaints with for products and services and maintain accurate databases of relevant information.
  • Perform all customer verifications as appropriate company rules t perform certain duties.
  • Work proactively to foresee possible delays or complications and plan strategies to avoid or minimize them.
  • Help customers with sim swops and blacklisting of their handsets.
  • Deliver first time right service excellence.
  • Help customers with loading and verifying their airtime vouchers.
  • Help with Data queries e.g. Using their mobile phones to access internet.
  • 2010 OCTOBER to April 2011 I was an assistant trainer in CONTACT CENTRE LEARNERSHIP NQF 4 in house.
  • Assisted leaners to compile their POEs according to Services Seta ‘ s and training provider’s requirements.
  • Assisted trainer to coordinate in house training to assist leaners with practical logbooks.
  • Make sure all learners signs register and compile CD as POE evidence.
  • Assisted with completion of formative and Summative assessments.
  • Compiled monthly training report for HR department and management.
  • 173 call centre

Call Centre Agent/Correspondence Clerk

Eternity Private Health
09.2007 - 04.2009
  • Resolving medical aid queries by telephone email, fax & Walk-inns.
  • Helping Doctors, members and brokers with their medical aid queries.
  • Sending of remittance advises, tax certificates, membership certificates to customers via post, email and fax.
  • Reconciling accounts, reprocessing unpaid accounts and reversing accounts paid in error.
  • Updating customers details on the system.
  • Requesting new and duplicate membership cards.
  • Liaising with other departments to resolve customers queries.
  • Confirm medical aid benefits and validation of membership.
  • Do Optical, dental Radiology and Pathology claims and benefits.
  • Do medicines benefit confirmations in relation with the single exit pricing.
  • Capturing information into system for future reference.
  • Uses company’s procedures and policy to correspond to customer’s email queries and website queries.
  • Uses industry legal policies to correspond to email, fax and website queries.

Call Centre Agent/Trainer

Sizwe medical Fund
09.2006 - 08.2007
  • In depth understanding of the Medical Aid industry and related legislation.
  • In depth understanding of Contact Centre, Claims Assessing, Back Office, Membership & Credit Control Policies and procedures within a medical scheme administration environment.
  • In depth knowledge of Contact Centre work flows.
  • Coaching & knowledge transfer to all staff.
  • Call evaluation is done on a daily basis (Member, Provider, Brokers in and outbound calls).
  • Ensuring that planned Coaching Sessions are done with agents.
  • Ensuring that relevant training needs are identified through assessments, and to make sure that team leaders are made aware of this to schedule training with Training department.
  • Monitor to make sure that Contact Centre Agents are aware of most up to date information.
  • Ensuring that a monthly report is submitted to the Manager on the number of call evaluated, coaching sessions conducted, training needs as well as the outcome of the call assessments.
  • Ensure that a Coaching Plan is in place to assist poor performers.
  • Do in-house refresher trainings and new employees products and systems training.
  • Assisting Contact Centre Supervisors with Adhoc request on listening to “live” calls if poor quality and service is identified.
  • Providing weekly feedback to Manager and Supervisors on performance of Contact centre agents.
  • Ensure that evaluations and call is stored on central drive accessible to Manager and Team leaders.
  • Adheres to service and quality standards.
  • Adheres to the Service Level Agreement – meeting the required targets and deadlines as set out for the Scheme.
  • Monitoring staff efficiencies and optimal use navigation of systems to maximise the quality of incoming and outgoing client communication.
  • Maintaining and updating systems including voice logger, call evaluation tool and knowledge Mentor management system.
  • Operational Efficiency - provides input to process and system enhancement, especially in support of product, process or quality issues.
  • Personal Effectiveness - accountable for service delivery through own efforts.
  • Individually accountable for managing own time, tasks and output quality.
  • Collaborates effectively with others to achieve results.
  • Assesses quality of internal work according to agreed standards and methods.
  • Performs quality checks on my own work.
  • Active participation at Departmental Meetings when required.
  • Problem solving and decision making.
  • Results monitoring and reporting.
  • And Coach staff.

Client Services Agent

Polmed - Metropolitan Health Group
08.2005 - 09.2006
  • Check medical aid benefits for the service providers i.e. Pharmacy, GP etc.
  • Do claim enquiries for service providers and authenticate claims.
  • Updating member s details.
  • Assisted members with their benefits and claims enquiries.
  • Liaise with internal departments to help with queries.
  • Dealt with fax, email and walk-ins queries.
  • Data input on a relevant systems.
  • Logging info for future reference.
  • Forwarded urgent queries and concerns to Supervisor to improve the customer service and resolutions.
  • Got a certificate as best innovative agent and on attendance.

Call Centre Agent

MTN 173 call centre
08.2004 - 09.2005
  • Do swim swap for members and accredited dealers.
  • Handset blacklisting.
  • Updating member s details.
  • Assisted customers & dealers with Network & handset queries.
  • Voucher loading.
  • Dealt with fax queries from retailers, dealers and customers.
  • Data queries i.e. 3G , MMS , GPRS, email etc.
  • Liaise with other departments i.e. contract dealers (Nashua, Cellconect ,Auto page) to assist customers upgrade queries.
  • International roaming.
  • Puk numbers request, blocking of suspend phones on network.
  • Logging info for future reference.
  • Filling of fax queries.
  • Forwarded urgent queries and concerns to Supervisor to improve the customer service.
  • Got a certificate as best innovative agent in a call centre.

Call Centre Agent (Team leader)

Medscheme through Vision People Management
06.2002 - 08.2004
  • Solve medical aid quires telephonically.
  • Takes inbound calls daily dealing with client s queries via telephone in adherence with productivity standards and department policy & procedures.
  • Guides client and advises client of appropriate course of action if necessary/information.
  • Finalize call at point of contact where possible.
  • Ensure that calls which are not resolved on contact, are correctly referred to the relevant Department.
  • Ensures that more complex queries are escalated appropriately.
  • Makes outbound calls in accordance with predetermined schedules.
  • Handles all queries in adherence with the Contact Centre Quality standards.
  • Perform full Contact Centre Agent functions on a daily basis (in bound calls and where stipulated out bound calls as determined in the Performance Contract).
  • Meet the Service Level Agreement [SLA] on a daily basis.
  • Adhere to the departments work flows & policies and procedures.
  • Active participation at Team Meetings, Training Sessions, Team Buildings etc.
  • Full understanding & navigation of the Nexus administration system.
  • Full understanding of the medical aid Scheme’s Act.
  • In depth understanding of the Medical Aid industry and related legislation.
  • In depth understanding of Contact Centre’s within a medical scheme administration environment.
  • Assisting Supervisor in day-to-day first line management of staff [time keeping, performance, attendance etc.].
  • Monitoring, mentoring, development and succession planning of Contact Centre staff.
  • Take transferred calls from AIDS for AIDS members to query about their accounts.
  • Manage daily operational delivery within Contact Centre according to the internal Service Level Agreement [SLA].
  • Balance own priorities with directing and motivating others.
  • Plans, assigns & monitors work of the team members.
  • Actively performance manages the team members monthly.
  • Drafting, development and implementation/enhancement of policies and procedures.
  • Implementation and maintenance of effective internal controls and procedures.
  • Strategic input at a Departmental level.
  • Active participation at Department meetings when required.

Education

Bachelor of Arts - Politics and Law

University of KwaZulu-Natal
Durban, KwaZulu-Natal
01.1993 - 12.1998

Diploma of Higher Education - Labour Relations

Alenby In Home Study
Durban, KwaZulu-Natal
01.2000 - 12.2000

Diploma of Higher Education - Education and Training

Dionysus Training
Durban, KwaZulu-Natal
01.2008 - 12.2010

Skills

  • Building regulations knowledge
  • Adaptability to changes
  • Leadership quality
  • Employee management
  • Project Management
  • Participant engagement
  • Public speaking proficiency
  • Communication Skills both verbal and written
  • MS word

Languages

English
Upper intermediate
isiZulu
Proficient (C2)
isiXhosa
Upper intermediate
Sotho
Elementary

Affiliations

  • Public Speaking
  • Events planning
  • Program facilitating

Accomplishments

Best Women empower SAHAs 2020

Woman4Woman 2022

Founder of an award winning Non Profit OrgaOrganization

Certification

Drivers License Code 8

Timeline

Independent contractor as ETQA and SME

Vital Enpower Training, SIGNA Academy, NTI &NGI In
07.2022 - 07.2025

KZN REGION ETQA & INTERNAL MODERATOR

Kukhula Global Projects
08.2018 - 05.2022

Facilitator and Constituent Assessor

Sakhisizwe Community Projects
05.2017 - 07.2018

Facilitator and Trainer

AGB MATHE SKILLS DEVELOPMENT
06.2013 - 02.2017

Municipal Council Practise Facilitator / Training coordinator

Power Rush CC.
06.2011 - 03.2013

Customer Care and Contact Centre Trainer

THLALEFANG PLACEMENTS
06.2009 - 05.2011

Diploma of Higher Education - Education and Training

Dionysus Training
01.2008 - 12.2010

Call Centre Agent/Correspondence Clerk

Eternity Private Health
09.2007 - 04.2009

Call Centre Agent/Trainer

Sizwe medical Fund
09.2006 - 08.2007

Client Services Agent

Polmed - Metropolitan Health Group
08.2005 - 09.2006

Call Centre Agent

MTN 173 call centre
08.2004 - 09.2005

Call Centre Agent (Team leader)

Medscheme through Vision People Management
06.2002 - 08.2004

Diploma of Higher Education - Labour Relations

Alenby In Home Study
01.2000 - 12.2000

Bachelor of Arts - Politics and Law

University of KwaZulu-Natal
01.1993 - 12.1998

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Nontokozo Angeline Khumalo