VONANI WALTER SONO

Experienced with in-depth knowledge of industry standards and best practices. Utilizes data-driven insights to inform strategic decisions and improve operational outcomes. Track record of effectively managing cross-functional teams and fostering collaborative environments.

• Road Accident Fund, Total Quality Management CRM Project RAF/Alteram, SME, Collating processes, updating processes documents, Drafting script for the Contact centre, Operational daily planning (staff complement and leave planning), Identifying training gaps, Quality control and providing coaching, Daily, Weekly and Monthly reports/ reporting, Performance monitoring and review, Quality Assessment including DCE (TIER 1,2 and 3), Internal and External Calibration sessions, Briefing session with the Alteram QAs/KM/TLs, Attending project meetings when required to, Identifying a need and use of scripts
• Road Accident Fund, Marketing & Communications, Team Lead Quality Assurance Team Call Centre, 04/2020 to 04/2022, Monitor and coach QA reps by providing constructive analysis of their work and measurable performance improvement goals that enhance customer experience., Assist in call volume analysis and keep manager informed of call volume changes, and recommend optimal required staff or if change of process will assist in meeting Service Level Agreements, Assist with escalated customer queries and complaints resolution, Monitor adherence of the quality assurance processes, Ensure that QAs are meeting statistical targets and provide action plan for low performers., Manage productivity goals, staffing, scheduling, and daily tasks., Lead calibration sessions and briefing sessions as needed, provide training to new employees., Collaborate with trainers, ICT and QAs to establish a positive team environment that supports and reinforces best customer services experience., Monitor and evaluate compliance to adherence to company guidelines and policies., Maintain department reporting of QA stats and performance., Provide regular updates to the department about changes in standard practice and processes., Coordinate and monitor system operations done by the control Centre to equip front office staff with correct information to customers., Ensure that clients are kept happy and always satisfied by always providing prompt response and solutions to their challenges., Ensure adherence to the time allocated for customer service operations., Ensure all calls are answered in a timely manner.
• Road Accident Fund, Cooperate Communications, Quality Assessor(Senior Call Centre Agent), 03/2017 to 04/2020, Identify calls failing to meet pre-defined criteria and determining rout course and mitigation., Assist to improve the overall client experience and service offering of the RAF Call Centre., Ensure Business process improvement and change management., Assist with escalated queries resolution., Assist with customer service for Walk-in claimants. Monitor performance of Call Centre agents and provides feedback., Provide coaching and guidance to RAF process., Analyze agent performance and offer recommendations., Prepare and submit accurate monthly progress reports.
• Road Accident Fund, Cooperate Communications, Call Centre Agent, 04/2015 to 03/2017, Respond to customer queries by phone with regards to claims, Assist Team Lead in Monitoring Team Performance., Assist in compiling performance stats and implementation of RAF Call Centre policies., Manage walk in clients., Provide information and guidance to claimants and Attorneys on termination of mandate process., Provide guidance in accordance with RAF Acts and regulations., Provide accurate information on claim status., Log Clients request and queries on the system and make follow ups., Give out information with regards to Claims., Verifies existing plaintiffs and panel firms on the database., Check claim status and advise accordingly.
• State Information Technology Agency -SITA, Service Management Center, Acting Team Leader: Business Service Centre, 03/2013 to 03/2015, Customer Service administration, Providing Leadership, Management, and guidance to the team, Resolve conflict and maintain well balanced relationship, Ability to assess talent and motivate, Communicate feedback and updates to the team members of any development, Corporate performance review and assessment (Balance Score Card) for the team monthly., Provide effective and efficient technical ability to improve quality service, Arranging and booking venues for meetings. Training: In-house, systems, inductions, awareness sessions, coaching and SITA co-operate Training, Coaching of Agents as per quality standards, Monitor team performance and manage team expectations, Check accuracy of Shift allowance and Overtime form and Monthly timesheets ensure that they are handed on time. Make sure that agents are available on the telephony system to receive calls and to provide consistent service delivery. Make sure that right number of skills is available per hour, per router., Schedule and complete monthly performance review and feedback sessions per team., Provide Supervisor with Router Performance Analysis and SLA Reports from the previous day, update existing and communicate new approved policies, procedures, and standards., Monitor quality of calls on the agreed standard and improve quality where improvement is identified. Quarterly, Monthly and Weekly Meeting: Upcoming events and projects
• State Information Technology Agency -SITA, SASSA CALL CENTRE & SITA INTERNALS, Call Centre Agent: Service Management Center, 10/2008 to 12/2013, Respond to customer queries by phone and e-mail in regards to tender and procurement processes, Give out information on supplier registration, Verifies existing supplier database, Monitoring the status and progress of all open service Requests, conducting follow-ups, Build customer /client relationships over the phone., Escalates complaints only where applicable to ensure that all complex queries are resolved., Make referrals to relevant person that can help clients., Logging client’s request and complaints on ERP and ITSM7 system and making follow-ups., Assist clients with the online registrations to be on SITA supplier database., Problem Management regarding complaints and finding Root Cause Analysis (RCA) and finding long term solutions., Logging Finance calls on ITSM7.
• SOUTH AFRICAN NATIONAL DEFENSE FORCE, Private, 01/2006 to 12/2007, Arranging and bookings of transport, weapons, food and uniform for the Coy., Handling correspondences directed to or from the Coy., Ordering stationery, acting as a Personnel Assistant to the coy commander., Guard duties., Patrols and VIP protection., Draft shift schedule for the guards and., Peacekeeping Missions.
• Top CD, SALES ASSISTANT/BUYER, 01/2005 to 11/2005, Assisting Customer find what they are looking for, Giving advice and guidance on product., Attending to queries from clients., Keeping up to date with specials promotions and putting up display, Processing of cash and card payments., Ordering stock from the suppliers.

• Personal mastery skills
• Organizational resilience
• People Management Skills
• Excellent communications skill with people from all aspects of life
• Judgement and decision-making skills
• Customer orientation
• Flexibility
• Good network and alliance
• Excellent correspondence & communication skills
• Creative and goal oriented
• Very organized and well disciplined

• New Manager Program, Wits Business School
• B Com Honours Industrial & Organizational Psychology, UNISA
• B Com Degree Industrial & Organizational Psychology, UNISA
• Employee wellness (National certificate), UNISA
• Certificate Advanced Customer Service, Siyanqoba
• Call Centre Administration Certificate, HAVATECH
• MVA Foundation Training, RAF
• International COMPTIA A+, CTU Training Solutions

• Seconded to be part of the CRM TQM Team Lead (RAF/Alteram)
• Quality Assurance Acting Team Lead (RAF)
• Acting Team Lead (SITA)
• Coordinator between Coy commanders and Coy members (SANDF)
• Elected twice to be the Chairperson of D Coy (SANDF)
• Promoted from a Sales Assistant to a Store Buyer (TOP CD)

• Citrix
• DCE
• QUEmatrix
• Claims View
• Open scape
• ESS
• Dashboard
• SAP
• LMS Internal
• Claims Trial Register
• Open Scape Manager
• Ms Office (Ms Word, Excel and PowerPoint)
• Microsoft Office Outlook
• ITMS7
• NICE
• ASPECT
• SOCPEN
• GIS/ Maptitude
• C-Bars
• Oracle
• LOGIS
• Electronic Document Management System (EDMS)
• Internet and E-mailing
• Basic computer software

• ID Number: 8407255610080
• Ethnicity: African
• Date of Birth: 07/25/84
• Gender: Male
• Nationality: South African
• Driving License: Code 10
• Marital Status: Married