Thobekile Mathe
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. An analytical thinker versed in Microsoft suite products and knowledge of SDLC methodology along with the SQL database knowledge and, UML. An individual with a go getter attitude who will be a great addition to you’re the project management team.
Engaging Quality Control Analyst with excellent collaboration and troubleshooting skills. Highly effective inw working with clients, peers and professionals. Experienced in inspections and mentoring others.
Overview
11
11
years of professional experience
Work History
Quality Assurance Agent - Call Insight
CCI South Africa
Umhlanga
11.2022 - 01.2024
- Collecting, analyzing, and visualizing call center data for insights
- Analyze call center data to generate valuable insights to predict customer trends
- Track key quality assurance metrics for improvement strategies
- Monitor KPIs, track quality metrics and provide regular analytics reports to upper management
- Make recommendations on process and policy improvements from reports
- Recommend call center QA software and training for customer support teams to meet and exceed customer service expectations
- Calibration sessions to meet requirements and provide insight on QA operations
Customer Service Representative
CCI South Africa
Umhlanga
04.2022 - 11.2022
- Offered advice and assistance to customers, paying attention to special needs or wants
- Updated account information to maintain customer records
- Provided primary customer support to internal and external customers
- Responded to customer requests for products, services, and company information
- Cross-trained and provided backup support for organizational leadership
- Maintained up-to-date knowledge of product and service changes
COLEFAX TRADING PTY Ltd (KFC Suncoast casino and King Shaka international)
01.2013 - 03.2018
- Provides a pleasant and efficient customer-focused experience
- Registers meal orders on a cash register or inputs orders on a computerized device via a point of sale (POS) platform by scanning items, and itemizing and totaling customer purchases
- Resolves customer issues and answers questions about offerings and purchasing processes
- Processes return transactions
- Contributes to inventory management
- Enters price changes into POS platform
- Discounts purchases by redeeming coupons
- Collects payments by accepting cash, checks, or charge payments and makes change for customers
- Verifies credit acceptance and operates credit card authorization systems
- Balances cash drawer by counting cash at the beginning and end of work shifts by following checkout procedures
- Provides pricing information to customers
- Maintains a clean and orderly workstation
Education
Advanced Diploma - Information Communications Technology : Informatics
Durban University of Technology
06.2022
Diploma - ICT In Business Analysis : Information Technology
Durban University of Technology
06.2021
High School Diploma -
Isibonelo High School
12-2011
Skills
- Data analysis
- Microsoft Office Suite
- Microsoft SQL
- Advanced in MS Excel including PivotTables, data cleaning and data tables
- Project Management
- Data Mapping
- Strategic planning
- Innovative
- Training and Development
- Interpersonal Communication
- Attention to Detail
- Organization and Time Management
- Analytical and Critical Thinking
- Creative problem solving
- CRM Microsoft Dynamics
- Microsoft Visual C#Net knowledge
- Python programming knowledge
- Trend Monitoring
- Microsoft Power BI
- Documentation requirements
- Inspections and reviews
- Root Cause Analysis
- MS Office
Languages
- English, Advanced (C1)
- Zulu, Advanced (C1)
- Xhosa, Beginner (A1)
Languages
English
Proficient (C2)
C2
Zulu
Proficient (C2)
C2
Timeline
Quality Assurance Agent - Call Insight
CCI South Africa
11.2022 - 01.2024
Customer Service Representative
CCI South Africa
04.2022 - 11.2022
COLEFAX TRADING PTY Ltd (KFC Suncoast casino and King Shaka international)
01.2013 - 03.2018
Advanced Diploma - Information Communications Technology : Informatics
Durban University of Technology
Diploma - ICT In Business Analysis : Information Technology
Durban University of Technology
High School Diploma -
Isibonelo High School
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