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