Summary
Overview
Work History
Education
Skills
References
Interests
Certification
Timeline
Generic

Moegamat Faghree Abrahams

Manager
CapeTown

Summary

Experienced leader with a talent for strategic planning, problem-solving, and motivating staff to achieve demanding targets. Well-organized and methodical, I optimize coverage to meet operational demands. Dedicated to streamlining operations, reducing costs, and enhancing efficiency. Skilled in team building, customer relations, and relationship-building. Focus on boosting employee engagement and performance through training, monitoring, and morale-building.

Overview

16
16
years of professional experience
5
5
years of post-secondary education
1
1
Certification
2
2
Languages

Work History

Assistant Manager/Team Leader

EXL
07.2021 - 05.2025
  • The role requires me to ensure all metrics within the LOB for the team is met.
  • Coaching sessions: 1on1
  • Call Calibrations: sharing of best practices
  • Mentoring: positively influence good behaviour
  • Attendance update
  • KPI data report: trends & focus areas identified
  • Managing Team according to company policy - discussions, warnings, HR meetings
  • Productivity: ensuring that all agents are auxed and available to ensure Service Level is not impacted.
  • Adherence Report
  • Feedback sessions: feedback for what went well and areas of development
  • Performance Development Plan: placing team members on a glide path within their personal development plan and shadowing of other departments
  • Metrics with the LOB is met along with development and focus areas for individuals who are not meeting the required KPI

Customer service agent

Capita
06.2016 - 05.2021
  • Proven ability to develop and implement creative solutions to complex problems.
  • Excellent communication skills, both verbal and written.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Resolved problems, improved operations and provided exceptional service.
  • Worked effectively in fast-paced environments.
  • Learned and adapted quickly to new technology and software applications.
  • Used critical thinking to breakdown problems, evaluate solutions and make decisions.
  • Passionate about learning and committed to continual improvement.
  • Paid attention to detail while completing assignments.

Data Capturer/Driver/Trip planner

Citizen Surveys
01.2010 - 05.2016
  • Capturing of raw data from surveys completed.
  • Filing of data on BAS
  • Summarising data with reports filed based on feedback
  • Driving where interviews had to be completed
  • Required out of province destinations with a team of 3
  • Ensuring all documents and packages are delivered or collected when required
  • Trip planning routes to ensure the shortest yet cost effective to company
  • Destinations within route are calculated, printed and tracked to ensure a higher successful completion rate
  • Ensuring hard to find areas are located along with detailed itinerary

Machine Operator

Consol Glass
06.2009 - 12.2009
  • Machines running at optimal performance to ensure production is met
  • Changing of moulds and blanks when necessary
  • Sampling bottles to ensure it meets the QC before leaving the production floor
  • Report any defects
  • Maintenance of machinery and mechanical parts are done

Education

Matric - 12

Oude Molen THS
01.2004 - 12.2008

N4 - Engineering science & N4 Mathematics

Northlink College
01.2009 - 04.2009

Skills

  • Teamwork and Collaboration
  • Critical Thinking
  • Problem-Solving
  • Attention to Detail
  • Personal development
  • Employee scheduling
  • Team motivation
  • Customer service
  • Team building
  • Team collaboration
  • Customer relationship management (CRM)
  • Staff training and development
  • Scheduling and planning

References

  • Zurayda, 076 993 6998, EXL
  • Hashiem, 072 513 5353, Capita

Interests

Baking, Hiking, Swimming

Certification

CM - Certified Manager Certification

Timeline

Assistant Manager/Team Leader

EXL
07.2021 - 05.2025

Customer service agent

Capita
06.2016 - 05.2021

Data Capturer/Driver/Trip planner

Citizen Surveys
01.2010 - 05.2016

Machine Operator

Consol Glass
06.2009 - 12.2009

N4 - Engineering science & N4 Mathematics

Northlink College
01.2009 - 04.2009

Matric - 12

Oude Molen THS
01.2004 - 12.2008

Similar Profiles

CREATE PROFILE
Moegamat Faghree AbrahamsManager