Sizwe Victor Dlamini
Mayekeni
Summary
I am a results-driven Monitoring & Evaluation Officer and Operations Manager with over a decade of experience across health systems strengthening, data management, call centre operations, and people development. My professional journey spans both the public health and corporate sectors, giving me a unique blend of technical expertise, leadership, and strategic thinking. I've led high-performing teams in data quality assurance, implemented district-wide M&E strategies, and delivered key operational improvements in call centres serving international markets. My strong background in health information systems (e.g., TIER.NET, CRM, MS Office Suite), combined with my project management training, makes me a valuable asset for organizations seeking to scale impact through data-driven decisions, performance monitoring, and stakeholder engagement.
Overview
14
14
years of professional experience
3
3
Languages
Work History
Data Quality Officer (Monitoring & Evaluation)
Health Systems Trust
- Oversaw data capturing and validation activities in adherence clubs and PHC facilities.
- Conducted skills audits and on-site mentorship for data teams.
- Ensured proper implementation of SOPs and corrective action planning for data issues.
- Reviewed monthly aggregate reports and provided coaching to data capturers and facility staff.
Monitoring & Evaluation Officer
Health Systems Trust
11.2020 - Current
- Spearhead data quality improvement initiatives across 27 health facilities in the West Ethekwini sub-district.
- Conduct Data Quality Assessments (DQAs), audits, and performance reviews at facility level.
- Train facility staff on M&E frameworks, SOP adherence, and data system usage (TIER.NET).
- Compile, validate, and submit monthly and quarterly data reports to the Department of Health and project funders.
- Provide strategic input on health indicators, service delivery gaps, and quality improvements.
- Collaborate with DOH, NGOs, and civil society for data alignment, patient outcomes, and reporting compliance.
- Key Achievements: Improved M&E compliance by over 90% across facilities.
- Led the design and rollout of a Continuous Improvement Plan in underperforming sites.
Operations Manager
Aegis BPO
04.2018 - 03.2020
- Managed large-scale call centre operations servicing high-profile clients.
- Led a team of supervisors and over 80+ agents, overseeing daily operations, SLA performance, and productivity metrics.
- Analysed KPI trends to improve customer satisfaction, reduce AHT (Average Handle Time), and boost resolution rates.
- Worked closely with HR and Training to recruit, onboard, and upskill new hires.
- Maintained budgets and ensured compliance with financial policies.
- Key Achievements: Boosted call centre performance by 25% through revised coaching frameworks.
- Reduced customer complaints by 40% via enhanced quality assurance processes.
Team Manager - TalkTalk UK Campaign
CCI Call Centre
11.2016 - 02.2018
- Led a team of UK-based customer advisors.
- Set sales and service performance targets.
- Delivered coaching sessions, performance reviews, and team development plans.
- Created weekly performance dashboards for executive reporting.
Branch Manager
Hollywood Sportsbook / KrugerBets (Pty) Ltd
05.2016 - 10.2016
- Oversaw day-to-day operations of the branch, including sales, HR, marketing, and customer service.
- Increased revenue through community engagement and promotions.
- Managed a team of tellers, clerks, and floor staff.
- Delivered weekly reports on turnover, profit margins, and customer metrics.
Team Leader - Telkom Mobile Campaign
Aegis BPO
05.2013 - 04.2015
- Managed a high-performing customer support team.
- Monitored daily KPIs and provided feedback to improve performance.
- Ensured adherence to company policies and attendance standards.
Customer Service Consultant - Telkom Mobile (8ta)
Aegis BPO
03.2012 - 04.2013
- Handled inbound calls for prepaid and postpaid customers.
- Resolved billing, data, and product-related queries.
- Maintained high standards of customer care and resolution accuracy.
Sales Consultant
Le Morgan Marketing
12.2011 - 12.2011
- Conducted direct sales presentations and cold calls.
- Successfully generated leads and closed deals in a high-pressure environment.
Education
Higher Certificate - Project Management
Ethekwini FET College
N4 Certificate - Financial Management
Ethekwini FET College
Matric - undefined
Overport Secondary School
01.2008
Skills
- Monitoring & Evaluation (M&E)
- Health Information Systems (TIERNET, DHIS, CRM)
- Data Quality Assurance & Reporting
- Project & Programme Management
- Team Leadership & Staff Development
- Call Centre & Operations Management
- Stakeholder Engagement
- Financial & Budget Oversight
- Performance Coaching & Quality Assurance
- Customer Relationship Management
- Computer & System Proficiency
- Microsoft Office (Word, Excel, PowerPoint, Access)
- TIERNET
- Syx
- Turfsport
- CRM Systems
- Internet & Email
- Google Workspace
Personal Information
- ID Number: 910314 5512 086
- Availability: Available upon notice., Willing to relocate and travel if required.
- ID Number: 910314 5512 086
- Driving License: Code 10 (C1) Driver's License
Computer And System Proficiency
- Microsoft Office (Word, Excel, PowerPoint, Access)
- TIER.NET
- Syx
- Turfsport
- CRM Systems
- Internet & Email
- Google Workspace
References
- Willias Zendera, District M&E Officer, Health Systems Trust, 060 309 0840
- Sbusiso Thabede, Sub-District M&E Officer, Health Systems Trust, 073 547 6204
- Dr. Sifiso Mtshali, Programme Manager, St Clements (NGO), 083 306 6920
- Sandile Ndaba, Call Centre Manager, Aegis BPO, 078 190 9516
Timeline
Monitoring & Evaluation Officer
Health Systems Trust
11.2020 - Current
Operations Manager
Aegis BPO
04.2018 - 03.2020
Team Manager - TalkTalk UK Campaign
CCI Call Centre
11.2016 - 02.2018
Branch Manager
Hollywood Sportsbook / KrugerBets (Pty) Ltd
05.2016 - 10.2016
Team Leader - Telkom Mobile Campaign
Aegis BPO
05.2013 - 04.2015
Customer Service Consultant - Telkom Mobile (8ta)
Aegis BPO
03.2012 - 04.2013
Sales Consultant
Le Morgan Marketing
12.2011 - 12.2011
Data Quality Officer (Monitoring & Evaluation)
Health Systems Trust
N4 Certificate - Financial Management
Ethekwini FET College
Matric - undefined
Overport Secondary School
Higher Certificate - Project Management
Ethekwini FET College
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