Summary
Overview
Work History
Education
Education Skills Training
Personal Information
Timeline
Generic

Samuel Spofana

Brackenfell

Summary

  • Excellent communication skills, able to formulate and present information effectively
  • Strategic, conceptual and lateral thinking ability, with strong leadership and interpretation skills
  • Uses initiative; able to work without supervision
  • Highly efficient and organized, with good time management skills
  • Strong skills in research, report analysis, valuations and other performance related tasks
  • Friendly person who enjoys working in/with a team and relates well at all levels

Overview

14
14
years of professional experience
2009
2009
years of post-secondary education

Work History

Western cape Provincial Traffic officer

Department of Mobility
12.2022 - Current
  • Main purpose of role: Ensuring that drivers adhere to the country's road safety rules and regulations, road safety and accident prevention, patrolling and traffic management, public education and awareness, collaboration with other agencies

Call-centre Team Leader

Home-Choice
04.2018 - 01.2022
  • Main purpose of role: To manage and support call centre agents
  • Monitoring individual and team results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets
  • Provide communication and follow-up to ensure call centre agents are fully informed of all new information related to procedures, client needs and company related issues, changes or actions
  • Direct reportees : 12 - 17 collection agents
  • People management
  • Management of Call center consultants deliverables
  • Call Quality auditing
  • Performance management

Call-centre Team Leader

TCR recoveries
01.2016 - 04.2018

Quality Assurance Coach

TCR recoveries
04.2014 - 01.2016
  • Main purpose of role: Monitor, assess and make recommendations to aspects pertaining to call centre operations across the company, ensuring call centre operations are able to provide a professional service to clients by continuously monitoring and identifying gaps within the current processes against set quality standards
  • Auditing
  • Coaching
  • Operational risk analysis
  • Daily, Weekly, Monthly reporting

Call centre agent

TCR recoveries
03.2011 - 04.2014
  • Main purpose of role: To contact clients in order to collect on accounts those are in default and arrange payments in a professional and effective manner

Education

Grade 12 -

Vuyolwethu Senior Secondary

Quality Assurance Skills Programme - Coaching for Performance

Service monitor

Higher certificate in Physical Science - undefined

UNISA
01.2024 - 01.2025

Education Skills Training

  • Vuyolwethu Senior Secondary, Grade 12, 2008
  • Service monitor, Quality Assurance Skills Programme, Coaching for Performance, 10327, 04, Quality Assurance Skills Programme, 13882, 06, 3 Months, 2015
  • UNISA, Higher certificate in Physical Science - NQF 5, 2024 - 2025

Personal Information

  • ID Number: 911031 5395 085
  • Disability: None
  • Health Status: Good
  • Gender: Male
  • Nationality: South African
  • Driving License: Code B (08)
  • Marital Status: Single

Timeline

Higher certificate in Physical Science - undefined

UNISA
01.2024 - 01.2025

Western cape Provincial Traffic officer

Department of Mobility
12.2022 - Current

Call-centre Team Leader

Home-Choice
04.2018 - 01.2022

Call-centre Team Leader

TCR recoveries
01.2016 - 04.2018

Quality Assurance Coach

TCR recoveries
04.2014 - 01.2016

Call centre agent

TCR recoveries
03.2011 - 04.2014

Quality Assurance Skills Programme - Coaching for Performance

Service monitor

Grade 12 -

Vuyolwethu Senior Secondary

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Samuel Spofana