Simphiwe Xulu
Real Time Analyst
Johannesburg
Summary
Dynamic professional with a strong background at Merchants, excelling in schedule management and customer service. Proven ability to enhance efficiency through innovative scheduling methods and real-time data analysis. Recognized for cultivating relationships and demonstrating adaptability, ensuring timely project completion while maintaining high standards of communication and problem-solving.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Workforce Real Time Analyst
Merchants
02.2022 - Current
- Enhanced service levels by analyzing real-time data trends and adjusting workforce allocation.
- Oversaw real-time inbound call flow at various contact center sites.
- Guaranteed adherence to labor laws concerning breaks and lunch schedules.
- Compiled and updated monthly packages, dashboards, and reports.
- Secured correct schedule adherence reporting for improved team productivity.
- Enhanced customer satisfaction by efficiently managing real-time queues.
- Utilized historical data to predict future call volumes with precision.
- Optimized schedules, forecasts and other tools to present to management.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Managed overtime, shift swaps, breaks and PTO requests.
Acting Scheduler
Merchants
01.2025 - 03.2025
- Optimized task schedules with effective resource management.
- Pinpointed superior scheduling methods and shared knowledge to support continuous enhancement initiatives.
- Tracked progress and made necessary schedule adjustments to ensure timely completion.
- Implemented continuous improvement practices in scheduling processes, leading to sustained enhancements in efficiency.
- Adapted scheduling methods to fit unique demands of diverse projects, demonstrating flexibility and innovative thinking.
- Cultivated and sustained effective working relationships with internal and external stakeholders.
Call Agent
Merchants
Johannesburg, Gauteng
10.2017 - 01.2022
- Built strong customer relationships with empathetic communication and active listening skills.
- Managed time effectively between inbound calls and follow-up tasks, ensuring all responsibilities were addressed daily.
- Maintained high call quality standards by adhering to company guidelines and protocols.
- Handled escalated calls with professionalism, effectively de-escalating situations and finding resolutions.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Enhanced customer experience by providing detailed product information and resolving inquiries efficiently.
- Maintained up-to-date knowledge of products and services, which facilitated accurate and helpful customer interactions.
- Adapted quickly to new software updates and technologies to remain efficient in handling customer queries.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Entered customer information, inquiries and resolutions in company systems for performance tracking and service review purposes.
Education
Matric Certificate - Commerce
Mncube High School
SowetoSkills
Document management
Schedule coordination
Schedule management
Order processing
Computer skills
Customer service
Problem-solving
Data entry
Strong work ethic
Critical thinking
Call management
Attention to detail
Meeting scheduling
Effective multitasking
Microsoft Office Suite
Patient scheduling
Telephone etiquette
Recordkeeping proficiency
Schedule verification
Deadline tracking
Database management
Teamwork
Time management
Problem-solving abilities
Multitasking
Excellent communication
Decision-making
Self motivation
Adaptability and flexibility
Effective communication
Active listening
Administrative support
Support services
Interpersonal skills
Analytical skills
Certification
Best employee for the year 2024
Timeline
Best employee for the year 2024
07-2025
Acting Scheduler
Merchants
01.2025 - 03.2025
Workforce Real Time Analyst
Merchants
02.2022 - Current
Call Agent
Merchants
10.2017 - 01.2022
Matric Certificate - Commerce
Mncube High School