Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Simphiwe Xulu

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
Soweto

Skills

Document management

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

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Simphiwe XuluReal Time Analyst