Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Paige Leonore Mbhele

Subject Matter Expert - Quality Assurance Analyst
Johannesburg,GP

Summary

Dynamic professional with over 10 years of diverse experience across multiple industries, providing a strong foundation in delivering expert guidance and innovative solutions. Recognized for reliability and adaptability in fast-paced environments, consistently navigating challenges with ease. Proven ability to foster teamwork and collaboration, driving successful outcomes that exceed expectations. Committed to leveraging skills and expertise to effectively contribute to organizational goals.

Overview

10
10
years of professional experience
2
2
Languages

Work History

Subject Matter Expert - Quality Assurance Analyst

iContact BPO
02.2024 - Current
  • Assessing the quality of agents calls.
  • Assessing the quality of the agents applications.
  • Compiling a weekly and monthly statistics report on each agents performance.
  • Coaching agents for areas of improvement.
  • Compiling scripts for applicant screenings.
  • Continuously improved assessment procedures through regular review of internal processes, incorporation of feedback from stakeholders, and adaptation to changing industry standards.

Customer Service Agent

iContact BPO
05.2023 - 06.2024
  • Conducting screenings of applicants that apply for financial aide.
  • Verifying the residency and employment of applicants.
  • Compiling a free income sheet to reflect their ability to repay a loan.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Assisted in training new hires, sharing best practices for effective customer service delivery.

Assistant Manager and Cashier

Iris Garden Coffee and Bakery
08.2021 - 06.2022
  • Serving customers.
  • Daily cash up.
  • Daily store inventory and stock take.
  • General administration (filing, booking events).
  • Getting new clientele by promotions and marketing on social media platforms.

Call Centre Agent (Contract)

Testaro Mobile Health
10.2020 - 06.2021
  • Manning the call centre and scheduling appointments for individuals or companies that required COVID testing solutions.
  • Invoicing clients for test done as well communicating with existing or potential clients via telephone or email.
  • Sign-up as many new corporate clients as possible for forging and maintaining a relationship with them.

Sales Cashier

Hi Cell, Vodacom
07.2019 - 09.2020
  • Assist with welcoming of customers and assigning them to the correct consultant to deal with their query.
  • Cellular device/accessories sales and upselling.

Admin Clerk (Temp) & Guest Relations Officer

Sun International, Vacation Club Head Office
12.2015 - 01.2019
  • Ensuring that all client information on TImeShareWare is accurately captured.
  • Ensuring the accuracy of information pertaining to recurring payments and ensuring that all the amounts and intervals are correct as per the clients payment schedule.
  • Meet and greet guests attending events and conferences at the Convention Centre.
  • Liaise with the transport department to arrange transfers to the various hotels across the complex.
  • Updating the weekly function file Data Capturing Assisting the banqueting team with charges on Micros.
  • Assisting with major events like the SAMA Awards, The Nedbank Golf Challenge and Miss South Africa.

Education

Matric - English, Afrikaans, Mathematics Literacy, Life Orientation, Business Studies, Geography and Life Sciences

Greytown Secondary School
01.2012

Skills

Client service coordination

References

General Manager: Mlibazisi Sibanda 

Company: iContact BPO 

Contact: (073) 222 2207 

Team Lead: Zinzile Mzolo 

Company: iContact BPO 

Contact: (072) 616 0210 

Team Lead: Martha Booysen 

Company: CashCo Finacial Services

Contact: (072) 056 4347 

QA Trainer: Lebogang Ngwenya 

Company: iContact BPO 

Contact: (084) 234 9809

Timeline

Subject Matter Expert - Quality Assurance Analyst

iContact BPO
02.2024 - Current

Customer Service Agent

iContact BPO
05.2023 - 06.2024

Assistant Manager and Cashier

Iris Garden Coffee and Bakery
08.2021 - 06.2022

Call Centre Agent (Contract)

Testaro Mobile Health
10.2020 - 06.2021

Sales Cashier

Hi Cell, Vodacom
07.2019 - 09.2020

Admin Clerk (Temp) & Guest Relations Officer

Sun International, Vacation Club Head Office
12.2015 - 01.2019

Matric - English, Afrikaans, Mathematics Literacy, Life Orientation, Business Studies, Geography and Life Sciences

Greytown Secondary School

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Paige Leonore MbheleSubject Matter Expert - Quality Assurance Analyst