SIZWE MICHAEL NGCOBO
Johannesburg
Summary
Passionate about fostering a motivated team environment. Skilled Customer Service Supervisor with a background in managing customer service teams, ensuring high-quality customer interactions, and resolving complex customer complaints. Strengths include problem-solving capabilities, strong leadership skills, and the ability to implement effective customer service protocols. Previous work has resulted in improved team productivity, enhanced customer satisfaction rates, and streamlined service procedures.
Overview
19
19
years of professional experience
Work History
CUSTOMER SERVICE SUPERVISOR
Ideal Prepaid
Sandton
03.2019 - Current
- Led a team of 8 agents, ensuring seamless operations and superior service quality.
- Strategically planned monthly rosters for optimal staffing efficiency.
- Trained new hires on procedures and systems, enhancing team competency.
- Managed escalated customer complaints across phone, email, and chat platforms.
- Assisted with complex walk-in client queries.
- Allocated daily tasks to ensure quick turnaround times.
- Conducted daily quality checks to eliminate customer-impact errors.
- Registered prepaid meters for new and existing customers.
- Delivered weekly and monthly performance reports to management.
- Updated meter information as requested by landlords.
- Created job cards for faulty meter repairs and replacements.
- Conducted performance reviews to ensure team effectiveness.
- Implemented coaching and motivation strategies for continuous improvement.
CALL CENTRE AGENT
WNS
Durban
11.2017 - 02.2019
- Resolve and handle customer technical inquiries on ADSL, Fixed, and Fiber Lines.
- Assist customers with internet and email setup on their routers.
- Troubleshoot email and internet-related errors efficiently.
- Log all customer interactions on internal systems for effective case management.
- Acknowledge and resolve customer complaints at the first point of contact.
- Escalate issues to relevant channels to ensure optimal customer and business outcomes in line with company policies.
- Reason For Leaving: Career Development.
ADMINISTRATION CLERK
South African Police Service
Durban
09.2009 - 01.2017
- Company Overview: (Forensic Laboratory)
- Maintain comprehensive record-keeping of all registers and documents.
- Efficiently dispatch reports and assist walk-in clients.
- Process receipt of exhibit materials and case files from clients.
- Ensure accurate allocation of exhibit materials and case files.
- Complete case files and manage exhibits using the FSL computer system.
- Archive case files and exhibits systematically.
- Handle telephone inquiries and address walk-in client needs.
- Capture data and update information on relevant systems.
- Execute all administrative tasks related to the section.
- (Forensic Laboratory)
- Reason For Leaving: Resigned due to starting a Business.
INBOUND CALL CENTRE AGENT
MTN
Durban
09.2006 - 09.2009
- Efficiently resolve customer complaints using excellent communication skills.
- Provide timely, efficient customer service by promptly addressing customer requests.
- Respond to customer emails, addressing queries, complaints, compliments, and suggestions.
- Accurately capture and update customer information on the system for record purposes.
- Reason For Leaving: Career Development.
Education
Some College (No Degree) - CONTACT CENTRE SUPPORT
The Institute of Performance Technology
Durban11-2008
Some College (No Degree) - Matric
Emhlwaneni High School
Ladysmith12-2001
Skills
- Computer literacy
- Communication skills
- Administrative support
- Attention to detail
- Pressure management
- Time management
- Data archiving
- Data entry
- Customer service excellence
- Decision-making skills
- Supervisory abilities
- Coaching and mentoring
Languages
- English
- IsiZulu
- IsiXhosa
- Sesotho
References
- Lillian Kiti, key accounts supervisor, Ideal Prepaid, 0729404675
- Ngiphiwe Cele, assistant team leader, WNS, 063-085-5718
- Colonel Nonkululeko Khuzwayo, Commander Chemistry, South African Police Service (Forensic Laboratory), 083-685-5748/031-918-7024
Personal Information
- Date of Birth: 05/16/83
- Nationality: South African
Accomplishments
- I started as an agent in March 2019, and in May 2022, I was then promoted to a supervisor position.
Timeline
CUSTOMER SERVICE SUPERVISOR
Ideal Prepaid
03.2019 - Current
CALL CENTRE AGENT
WNS
11.2017 - 02.2019
ADMINISTRATION CLERK
South African Police Service
09.2009 - 01.2017
INBOUND CALL CENTRE AGENT
MTN
09.2006 - 09.2009
Some College (No Degree) - CONTACT CENTRE SUPPORT
The Institute of Performance Technology
Some College (No Degree) - Matric
Emhlwaneni High School
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