Hi, I’m
Sivenathi Mlonyeni
Real Time Analyst
Cape Town
Summary
Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets, and produces forecasts.
Overview
3
years of professional experience
5
years of post-secondary education
3
Languages
Work History
CCI SA Cape Town
Workforce Real Time Analyst
10.2023 - Current
Job overview
- Evaluated existing workforce strategies; implemented process improvements leading to increased efficiency while maintaining quality standards during peak periods.
- Provided valuable insights on call center operations; helping managers make informed decisions regarding staffing requirements.
- Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
CCI South AfricaWynberg, Cape Town
Contact Centre Advisor
12.2022 - 09.2023
Job overview
- Booking reservations for customers (Using Native Sabre)
- Canceling flights and processing refunds according to refund and cancellation policies.
- Changing flight dates and times upon customer request
- Answering general queries about flight changes, cancellation and schedule changes etc.
- Provided the best customer service to our customers
- Skilled at working independently and collaboratively in a team environment.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Strengthened communication skills through regular interactions with others.
- Provided professional services and support in a dynamic work environment.
Webhelp Outsourcing SAClaremont
Contact Centre Advisor
07.2021 - 03.2022
Job overview
- Assisting customers with making orders.
- Processed returns.
- Contacted different delivery companies for delivery progress etc.
- Dealt with customer complaints.
- Provided great customer service
Education
Matric
Bridgetown High SchoolCape Town
Bachelor's Pass from High School
01.2016 - 12.2020
University Overview
Subjects: English Home Language, IsiXhosa First Additional Language, Mathematics Literacy, Computer Application Technology (CAT), History, Life Orientation, Business Studies
Skills
Good planning skillsAble to use MS programsGood time managementGood accuracy and attention to detailsExcellent problem analysisExcellent judgement according to the situation
Scheduling Optimization
Scheduling Optimization
Workforce Software
Analyzing patterns
KPI Monitoring
Problem-solving aptitude
Self Motivation
Multitasking
Time Management
Decision-Making
Team building
References
- Team leader at Webhelp, Jul 2021 - Mar 2022, Ms Andrea Seals, Claremont, 073-693-8576
- Team Leader At CCI, Dec 2022 - Sep 2023, Selwayne deVillers, Wynberg, 078-933-2224
- WFM At CCI Caitlin Berkley, Oct 2023-Present, 062 810 4729
Timeline
Workforce Real Time Analyst
CCI SA
10.2023 - Current
Contact Centre Advisor
CCI South Africa
12.2022 - 09.2023
Contact Centre Advisor
Webhelp Outsourcing SA
07.2021 - 03.2022
Bridgetown High School
Bachelor's Pass from High School
01.2016 - 12.2020
Matric