NONTSIKELELO NZIMELA
Soweto
Summary
Driven by a passion for quality and excellence, I honed my skills in quality assurance and team collaboration at Harambee Youth Employment Accelerator. Leveraging expertise in QA reporting and exemplary people management, I significantly contributed to optimizing processes and enhancing service quality, embodying agility and efficiency in fast-paced environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
Harambee Youth Employment Accelerator
08.2022 - 06.2024
- Developing Evaluation Programs
- Keeping track of the key industry trends
- Monitoring Customer Interactions
- Calibration Sessions
- Utilization of Technology
- Training and Coaching
- Compliance Monitoring
- Driving Innovation and Optimizing Processes
- Create QA report for data analysis
Center Guide
Harambee Youth Employment Accelerator
01.2021 - 08.2022
- To provide service excellence to our network of work seekers through support, query resolution and personalized guidance over phone, via email or social media channels as required
- Data capturing - completion of surveys, call support form or updating critical customer information via portal as required dependent on channel
- Adherence to and delivery of Contact Centre Metrics and KPIs
- Commitment to and adherence to Harambee Values with a focus on Changing Lives
- Participation in meetings, huddles, briefings and learning and development interventions as required
- Additional activities as determined by the Team Leader
Receptionist
Harambee Youth Employment Accelerator
01.2019 - 12.2020
- Take care of office groceries and appliances, Book Meeting Rooms, Order office stationery, take care of administration work, make sure that meeting rooms are appealing to the eye and are clean, Meeting and greeting clients
- Booking meetings
- Arranging couriers
- Keeping the reception area tidy
- Answering and forwarding phone calls
- Screening phone calls
- Sorting and distributing post
Work Seeker Administrator
Harambee Youth Employment Accelerator
Johannesburg
01.2019 - 12.2019
- Monitored participants' progress during the training session.
- Kept data secure and followed proper procedures for uploading and transmitting information.
- Conducted research to ensure data was accurate and up-to-date.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Registration Admin/Advisor
Southwest Gauteng TVET College
01.2017 - 10.2019
- Assist students with Registrations and enrolment
- I was an SRC and Class representative where I speak on behalf of the students and their affairs
- Capturing of Data example ID numbers and system check
- Usher students to correct spaces
- Facilitate the implementation of the end-to-end enrolment
- Assist students around campus, Including mentoring and tutoring
- Project management
- Complex problem solver
- Listening comprehension, decision making
- Facilitation, admin/Training
- Critical, analytical and analyst thinking research
- Confidence, determination and courage
Education
Project Management google Certificate -
Coursera
01.2025
Business Management - Human Resource Management
Southwest Gauteng TVET College
12.2019
Certificate - Microsoft
Thiniti Million
Johannesburg, South Africa08-2019
Matric - Grade 12
Trinity Secondary school
12.2016
Skills
- Peer relationships
- Virtualization
- QA reporting
- Software system testing
- Collaboration and communication
- Process implementation
- Mentoring and training
- Quality management
- Root-cause analysis
- Call monitoring
- SharePoint
- Critical thinking
- Quality assurance controls
- Agile methodology
- Efficiency and time management
- Exemplary people management skills
- Personnel communications
Projects
UIF COVID 19 TERS HELPLINE, Contact centre agent for UIF Department of Labour at Harambee during the lockdown for 3 months assisting clients, businesses and people affected by Covid 19., Voiceover (IVR) at SA Youth/Harambee for the network experience contact centre., Won conversation of the week winner many times as a network experience guide.
Hobbies and Interests
- Sports (Netball)
- Singing and dancing
- Watching news
- YouTuber
- Radio personality and presenting
- Doing Voice Overs
References
- Mandla Nkosi, Team leader (Contact Center), 0781016608
- Kegomoditswe Boikanyo, Team leader (WSS), 0733013401
- Xolile Sepuru, Manager (Hospitality), +27 73 936 2673
- Kitso Mtshali, Team leader (QA), 0730624532
Affiliations
- Participation in office activities like planning christmas parties or departmental fun drives.
- Always raising my hand to assist in different departments like the marketing department
Accomplishments
- I have been a winner in the call center twice, 5th and 6th placing falling under the top ten for having the most wonderful conversation of the week.
- I have been asked to be an IVR for the whole contact center due to my external expertise.
- I was involved in being a general overseer for Radio Harambee
- I had been asked to be a presenter for the company to share more on how the youth can become employable
- I have been consistent and hungry to grow in the work that I do.
- I received a certificate of crushing my front office administration job in the facilities department.
- I was honored with a certificate for being an amazing team player.
- I partaken in activities within the City of Johannesburg as being a junior councillor
Certification
- Microsoft office( word, powerpoint, excel, spreadsheet)
- Certificate for conversation of the week
- Certificate of completion for City of Johannesburg- project management
- Certificate of cruising and crushing it- Facilities department
Languages
Xhosa
First Language
English
Upper Intermediate (B2)
B2
Afrikaans
Beginner
A1
References
References available upon request.
Timeline
Quality Assurance Analyst
Harambee Youth Employment Accelerator
08.2022 - 06.2024
Center Guide
Harambee Youth Employment Accelerator
01.2021 - 08.2022
Work Seeker Administrator
Harambee Youth Employment Accelerator
01.2019 - 12.2019
Receptionist
Harambee Youth Employment Accelerator
01.2019 - 12.2020
Registration Admin/Advisor
Southwest Gauteng TVET College
01.2017 - 10.2019
- Microsoft office( word, powerpoint, excel, spreadsheet)
- Certificate for conversation of the week
- Certificate of completion for City of Johannesburg- project management
- Certificate of cruising and crushing it- Facilities department
Project Management google Certificate -
Coursera
Business Management - Human Resource Management
Southwest Gauteng TVET College
Certificate - Microsoft
Thiniti Million
Matric - Grade 12
Trinity Secondary school
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