Precious Thandeka Sithole
Meerensee
Summary
I am a committed individual, who takes pride in everything that I am tasked with. I am a hard worker who goes over and above my call of duty for my job satisfaction. I believe in hard work, dedication, punctuality and following set standards and guidelines. One of my strongest traits is that I am a Perfectionist who brings so much passion, peace and harmony in any organization.
Courteous and cordial with desire to penetrate new target markets while giving existing customers excellent support and service, operations and customer satisfaction. Hardworking and reliable Team Leader with strong ability in Managing Teams . Offering Mentoring and Coaching. Highly organized, proactive and punctual with team-oriented mentality. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking mid-level opportunities to expand skills while facilitating company growth. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Empangeni Stockist/Top Independent Distributor
Longrich Bioscience International
12.2017 - Current
- Selling and Demonstration of Health and wellness products
- Meeting monthly targets
- Adhere to company set standards and guidelines
- Follow ups
- Customer care and product feedback
- One on One member coaching and performance feedback
- Team Training and Coaching
- Sets up booths at trade shows and demonstrates the quality or uses of a product
- Engages in superior customer service by making information readily available
- Persists in sales even in the face of failure
- Demonstrates products and services as deemed necessary by clients and management
- Schedules appointments and meetings as necessary
- Answers questions from clients
- Makes product knowledge readily available to self and other sales people through various resources
- Finds ways to sell products in the face of a down market
- Researches client base to find new types of customers and sells to them accordingly
- Creates a plan for gaining customers and then retaining them based on warranties or guarantees
- Analyzes and creates a plan for engaging the target market
- Analyzes the competition to create a plan for engagement
- Makes product appeal to the target market
- Trains other sales people in the art of selling
- Makes sure that all salespeople meet quota during a given period
- Demonstrates superior time management skills and meets sales deadlines.
Incident Manager (Secondment)
Multichoice
01.2016 - 12.2016
- Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
- Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
- Liaise with the ITD technical team and Customer Service Support team
- Provide constant feedback to affected client/s
- Attend Stand Up meetings highlighting current incidents and pending incidents
- Report all incidents to management
- Facilitate and drive feedback meetings
- Work hand in hand with problem manager.
Test Analyst (Secondment)
Multichoice
10.2013 - 10.2014
- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved
- Compile and analyse statistical data
- Ensure that user expectations are met during the testing process
- Draft quality assurance policies and procedures
- Ensure the functional readiness of set up box software and hardware products before they go to market
- Design, develop and administer a series of tests and evaluations that identify any potential issues with the product before its general release.
Team Leader
Multichoice
09.2009 - 09.2013
- Managing a Team of 18 Agents
- Manage and Track Team Performance
- Handle Complex Customer calls – Billing, Technical, General Queries
- Motivate and Mentor agents
- Ensure that the call centre remains in a professional manner i.e, controlled noise levels
- Ensure that agents adhere to correct call handle times, intervene on long calls
- Manage call centre service levels
- Ensure that agents give excellent service by monitoring and listening to calls
- Conduct Team Meetings to discuss performance and adherence to company standards
- Effective Administration and Accurate Weekly Reports
- Ensure correct maintenance and administration of all systems
- Provide Timely feedback to staff and Management on a Monthly basis
- Ensure that all agents adhere and comply with agreed policies and procedures
- Ensure that correct disciplinary action is followed for any transgressions
- Prepare Evidence file for Disciplinary Hearings engaging with HR
- Conduct Interviews for potential call centre agents and provide feedback to successful candidates.
Customer Service Agent
Multichoice
02.2006 - 08.2009
- Receive Incoming Calls dealing with client Queries
- Assist with Billing, Technical and General Queries
- Call back Clients to give feedback on escalated Queries
- Engage my Team Leader on complex Queries.
Data Capturer
Department of Education
01.2005 - 12.2005
- Capture All Matric recorded files onto the system
- Give daily reports on captured records
- Analyse and track progress on all updated records
- Give detailed monthly report to management
- Liaise with Exams department for comparables and statistics
- Attend daily meetings to outline requirement and forecast daily activities.
Education
Sparks Estate Senior Secondary School
01.1999
Some College (No Degree) - Information Technology
Durban University of Technology
Skills
- Account development
- Social Media Marketing
- Brand Promotion
- Budgeting and finance
- Staff Training and Development
- Transportation Management
- Warehouse Operations
- Merchandise Sales
- Customer Service
- Needs Assessment
- Contract Negotiation
- Payment Collection
- Revenue Generation
- Sales Forecasting
- Staff Development
- Drivers Licence
- Sales representation
- Team building
- Time management abilities
- Time Management
- Problem-solving aptitude
- Organizational Skills
- Post incident meetings
- SLA management
- Incident Management
- Interpersonal and written communication
- Remediation planning
- Service Management
- Business Continuity
- Team Engagement
- Priority incident recommendations
- Documentation of events
- Escalation management
- Requirements Gathering
- Stakeholder Management
- Effective Communication
- Emergency Response
- Root Cause Analysis
- Policy Enforcement
- Cross-platform testing
- Test Planning
- Automated testing
- Agile Methodology
- Issue Resolution
- Defect tracking
- Regression Testing
- User Acceptance Testing
- Integration Testing
- Functional Testing
- Usability Testing
- Test Reporting
- Debugging
- Performance Testing
- Complaint resolution
- Sales closing
- Product Upselling
- Data Entry
- Call Control
- Technical Support
- Customer Relationship Management
- Call Center Customer Service
- Resolving issues
- Verbal and written communication
- Analytical abilities
- Interpersonal Skills
- Technical Troubleshooting
- Customer communications
- Answering questions
- Call control skills
- Customer Support
- Staff Motivation
- Report Writing
- Schedule Coordination
- Reporting skills
- Employee Motivation
- Training Management
- Coaching and Mentoring
- Training Coordination
- Decision-Making
- Problem-solving abilities
- Product and Service Sales
- Interpersonal Communication
- Self Motivation
- Multitasking
- Change Management
- Leadership Development
- Teamwork and Collaboration
- Reliability
- Excellent Communication
- Staff Management
- Employee Coaching
- Customer Retention
- Professionalism
- Strategic Planning
- Analytical Skills
Alternative
078 461 3694
Physical Address
8 Launder Lane, Meerensee, 3901
Identify Number
810624 0402 08 8
Personal Information
- Date of Birth: 06/24/81
- Gender: Female
- Nationality: South African
References
- Department of Education, Admin Clerk, Winnie Zungu, 0832049274
- Multichoice, Call Centre Agent, Akhere Opuamah, 0833573428
- Multichoice, Team Leader, Ronald Chauke, 011 289 3000 / 083 455 1825
- Multichoice, Test Analyst (Secondment), Nthabiseng Mahlasi, 011 289 3000 / 0710071066
- Multichoice, Incident Manager, Sphindile Kingue, 079 327 8450
- Longrich Bioscience International, Stockist/Top Independent Distributor, Paul Li, 011 886 0299 / 0822996345
Languages
IsiZulu
Affiliations
I am fit, i fit in any environment or opportunity provided that includes marketing, customer service and leading teams.
Languages
English
First Language
Afrikaans
Beginner
A1
isiZulu
Proficient (C2)
C2
Accomplishments
- Top Team Builder
- Best Contact Centre Supervisor
- Top Distributor
Certification
- TEFL
- Drivers Licence
- Nationa Diploma- Information Technology (Incomplete)
Timeline
Empangeni Stockist/Top Independent Distributor
Longrich Bioscience International
12.2017 - Current
Incident Manager (Secondment)
Multichoice
01.2016 - 12.2016
Test Analyst (Secondment)
Multichoice
10.2013 - 10.2014
Team Leader
Multichoice
09.2009 - 09.2013
Customer Service Agent
Multichoice
02.2006 - 08.2009
Data Capturer
Department of Education
01.2005 - 12.2005
Sparks Estate Senior Secondary School
Some College (No Degree) - Information Technology
Durban University of Technology
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