STHEMBILE NTULI
CONTROL ROOM OPERATOR
Durban
Summary
Proactive and disciplined Control Room Operator with over 2 years of experience in fleet and incident monitoring, specializing in vehicle tracking, CCTV surveillance, and rapid incident response. Expertise in geo-fence compliance, driver performance monitoring, and effective client communication has led to a 90%+ recovery success rate and 100% shift reliability. Recognized as a Top Performing Controller for three consecutive months, demonstrating commitment to excellence in high-pressure environments. Strong multitasking abilities, exceptional call handling, reporting skills, and proficiency in Microsoft Office enhance overall operational efficiency.
Overview
6
6
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Surveillance & Response Controller
Autotrak (Pty) Ltd
Durban
02.2023 - Current
- Monitored 50+ vehicles daily, escalating incidents within 5 minutes and ensuring route compliance.
- Coordinated recoveries with a 90%+ success rate, maintaining full operational visibility.
- Handled 100+ alerts per shift, including crash, panic, and tampering signals.
- Liaised with drivers, clients, and police for swift resolutions and accurate reporting.
- Trained 4 new controllers and upheld zero protocol breaches during 12-hour shifts.
- Mentored junior staff members, fostering a positive work environment conducive to professional growth and development.
Customer Service Agent
CCI South Africa
Umhlanga
04.2020 - 01.2023
- Delivered frontline support to international clients, maintaining 95% service-level compliance.
- Resolved technical and logistics-related queries and strengthened customer trust.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
Education
High School Diploma -
Pinetown Girls’ High School
Durban South Africa11.2015
Diploma - Security Management
University of South Africa
Durban 04.2001 -
Skills
- Fleet Monitoring
- Geo-Fence Compliance
- Panic/Crash Alert Response
- Recovery Coordination
- Incident Escalation
- Driver Behaviour Tracking
- Telematics Reporting
- Client & Technician Liaison
- Shift Leadership
- Excel & Autocam (Cartrack, Ctrack, MixTelematics)
Websites
Certification
PSIRA Grade C (Valid)
HIGHLIGHTS
- 90%+ Recovery Success
- 100% Shift Reliability
- 3× Top Performer
- Improved Response Time by 30%
Timeline
Surveillance & Response Controller
Autotrak (Pty) Ltd
02.2023 - Current
Customer Service Agent
CCI South Africa
04.2020 - 01.2023
Diploma - Security Management
University of South Africa
04.2001 -
High School Diploma -
Pinetown Girls’ High School