Penelope-Ann Ngcobo
Johannesburg
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
6
6
years of professional experience
9
9
years of post-secondary education
Work History
Team Leader
Merchants SA
- Responsible for training team members, setting strategy and monitoring progress towards goals such as SMART goals to help monitor agents’ performance in real time and offer relevant action plans to improve performance
- Responsible for keeping track of and structuring various tasks, employees and documents.
Technical Support Agent
Merchants SA
12.2021 - Current
- Working on an international Campaign with International Customers as a Technical Support Agent
- Role includes Technical Support such as troubleshooting Cable Services (Digital & Analog set top boxes); Internet; Billing; Landline or Voice
- Delivering Excellent Customer service skills and connecting on a personal level with customers to provide a resolution
- Execution of the operational & statutory training within business unit
- Ensuring team members’ knowledge of the business product, systems & processes is so that we can have achievement of learning outcomes
Business Unit Trainer
Merchants SA
03.2023 - 10.2023
- Responsible for developing and delivering training programs tailored to a specific business unit within a company
- My role is crucial in ensuring that employees within that unit have the necessary skills, knowledge, and competencies to perform their jobs effectively
- Here are some key responsibilities typically associated with this role: Training Needs Analysis, Program Development, Delivery of Training, Assessment and Evaluation, Ongoing Support
International Brand Ambassador
Isabella Gracia International
10.2021 - 12.2021
- Helped an average of 40 customers per day selecting products based on individual requirements
- Recommended better beauty products and display to management, which was implemented and resulted in 25% improved sales
- Received calls daily, answering questions and educating customers on our products
- Aided Multilingual speaking customers, increasing repeat and loyal customers by 30% and introducing them to the IG Brand by gaining and retaining new customers.
Social Media Consultant
Multichoice
10.2018 - 10.2020
- Managing and dealing with customers daily
- Providing client service and brand damage
- Ability to work as part of a team
- Problem solving and Strategic planning.
Education
LLB Degree -
University of South Africa
Pretoria Sunnyside, Gauteng 01.2018 - Current
Non-Degree Purpose in Philosophy - undefined
University of Johannesburg
Johannesburg, Auckland Park Gauteng 01.2017 - 05.2017
BA Journalism - undefined
University of Johannesburg
Johannesburg, Auckland Park Gauteng 01.2014 - 05.2016
Skills
Microsoft Proficient
Excellent Customer Service
Problem Solving & Technical Skills
Ability to execute large projects under pressure
B2C Sales experience
Planning and coordination
Public Speaking
Lesson Planning
Languages
English
Isizulu
Afrikaans
Awards
- Excellent Customer Experience Recognition
- Punctuality awards
Projects
Freelance Copywriter, Working towards being creative and incorporating my education in my work in my free time. This will allow me to become an excellent copyright lawyer once I obtain my degree.
Timeline
Business Unit Trainer
Merchants SA
03.2023 - 10.2023
Technical Support Agent
Merchants SA
12.2021 - Current
International Brand Ambassador
Isabella Gracia International
10.2021 - 12.2021
Social Media Consultant
Multichoice
10.2018 - 10.2020
LLB Degree -
University of South Africa
01.2018 - Current
Non-Degree Purpose in Philosophy - undefined
University of Johannesburg
01.2017 - 05.2017
BA Journalism - undefined
University of Johannesburg
01.2014 - 05.2016
Team Leader
Merchants SA