Sphiwe Favourate Dube
Cape Town,WC
Summary
Dedicated professional with a Bachelor of Arts and a Post Graduate Certificate in Further Education Training. Experienced in customer service and quality assessment within the finance sector. Proven ability to organize and manage details effectively, with a track record of coaching to mitigate business risks and delivering monthly stakeholder reports.
Overview
15
15
years of professional experience
Work history
Quality Assessor
Direct Axis
Cape Town, Western Cape
01.2015 - 09.2025
- Conducted coaching sessions to improve team performance and skills
- Audited calls to ensure quality standards and identify areas for improvement
- Ensured compliance with company policies and regulatory requirements
- Developed, implemented, and maintained Standard Operating Procedures (SOPs)
- Facilitated staff training sessions on quality assurance procedures for higher productivity.
Mentor [ Volunteer]
Ikamva Youth
Cape Town, Western Cape
03.2021 - 11.2023
- Mentoring Grade 11 and 12 learners with Ikamva Youth in Atlantis
- Improved student performance by providing one-on-one mentoring and academic guidance.
- Fostered positive learning environment for enhanced comprehension.
- Encouraged active participation in class activities for improved engagement.
Customer Service Consultant
Achievement Awards Group
Cape Town, Western Cape
03.2013 - 11.2014
- Handled inbound and outbound calls to assist customers effectively.
- Responded to customer queries, providing accurate and timely information.
- Captured and maintained customer data accurately.
- Assisted customers in redeeming loyalty points for liquor store purchases.
- SAB Campaign
- Worked as team to improve overall customer experience.
Customer Service Consultant
Fusion Outsourcing
Cape Town, Western Cape
10.2010 - 07.2012
- Assisted customers with managing their cellphone contract accounts, including contract queries and updates.
- Handled inbound and outbound calls to provide customer support and resolve issues.
- Responded to customer queries with accurate information related to cellphone contracts
- Vodacom Campaign
Education
Bachelor of Art - Art
University of Western Cape
Cape Town04.2025
Post Graduate Certificate - Education
University of Western Cape
Cape Town12.2025
National Senior Certificate - IsiZulu, English, Afrikaans, Accounting and Economics
Aurora Girls High School
Johannesberg12.2004
Business management certificates (N4-N6) - Entrepreneurship and business management, Accounting, Economics, Communication studies, Sales management
Umfolozi College
Empangeni12.2018
Skills
- Effective Communication Skills
- Honest and Reliable
- Flexible
- Time Management
- Classroom Management
- Friendly and confident
- Adaptability and Growth mindset
- Organizational skills
- Time management
- Passion to teaching
Languages
Isizulu
English
Personal Information
- Available: immediately
- Date of birth: 1987-01-07
- Gender: Female
- Nationality: South African
- Marital status: Single
- Availability: immediately
Attributes
- Effective Communication Skills
- Honest and Reliable
- Flexible
- Time Management
Custom Section
None
References
- Melusi Konini, Fusion Outsourcing, 0215276600
- Kashiefa Kamroodien, Achievement Awards, 0217002300
- Andrea Pinterson, Direct Axis, 0764900528
- Ikamva Youth, 0614279323
Timeline
Mentor [ Volunteer]
Ikamva Youth
03.2021 - 11.2023
Quality Assessor
Direct Axis
01.2015 - 09.2025
Customer Service Consultant
Achievement Awards Group
03.2013 - 11.2014
Customer Service Consultant
Fusion Outsourcing
10.2010 - 07.2012
Bachelor of Art - Art
University of Western Cape
Post Graduate Certificate - Education
University of Western Cape
National Senior Certificate - IsiZulu, English, Afrikaans, Accounting and Economics
Aurora Girls High School
Business management certificates (N4-N6) - Entrepreneurship and business management, Accounting, Economics, Communication studies, Sales management
Umfolozi College