Zanele Mathebula
Senior Manager: Customer Monitoring
Randburg,Gauteng
Summary
Knowledgeable and dedicated customer experience professional with twelve years experience in Operations and Broadcasting monitoring. I am a solid team player with outgoing, positive demeanor and proven skills managing large teams. Successes I have attained in my profession has largely been as a result of my application of the "Outside in In" methodology which I believe can be applied in any industry that has customers to serve. Agile, articulate and highly results orientated with exemplary passion for developing relationships is what I am and have, with a great believe in leveraging from the advancement of technology to service customers.
I'm seasoned Senior Manager who also knowledgeable about reporting, operations management and budget administration and compliance. Successful at providing regular updates to executive leadership and offering advanced planning, problem solving and presentation skills developed over the last three years.
Overview
10
10
years of professional experience
15
15
years of post-secondary education
Work History
Senior Manager, Customer Monitoring
Multichoice Group
Randburg, Gauteng
2018.12 - Current
Provide strategic direction to a customer care monitoring unit that consists of four teams which manages escalations pertaining to internal business systems, real-time customer journey monitoring & impact management and second line business system support.
Team Leader, Real-time Monitor
Multichoice
Randburg
2015.02 - 2018.11
Setup KPI targets rooted in the business objectives for a 13 member Realtime Analyst team thereafter facilitate success thereof.
Real-Time Analyst
Multichoice
Randburg
2012.04 - 2015.01
Real-time analysis and reporting for different customer care touch-points.
Plan and manage off the phone/floor activities and make real-time adjustments to Intra-day.
Liaise with Workforce Planners and Operation Managers to identify issues and opportunities.
Perform agent profile audit weekly.
Test all systems utilized by customer care touch-points to make sure all is 100%, if not escalate
and manage stakeholder expectations.
Activate and/or deactivate IVR messages.
Liaise with different departments in event of customers being impacted negatively by actions from our side as a service provider.
Compile the following daily reports:
- Down-time report
- Call/Query Type Report
- Incident Management Report
- Shrinkage/Absenteeism Report
Education
High School Diploma -
Alra Park Secondary
Nigel 1997.01 - 2002.12
Bachelor of Arts - Economics
University of Zululand
KwaZulu Natal 2005.01 - 2013.11
Accredited ACX- Master Coach - Customer Service Management
BPGroup.Org
United Kingdom 2019.12 - 2019.12
Scenario Planning And Strategic Thinking
Gordon Institute of Business Science
2019.06 - 2019.06
Skills
Leadership
Business Strategy
Journey Monitoring
Management
Business Analysis
Workforce Planning
Change Management
Process Management
Project Management
Timeline
Accredited ACX- Master Coach - Customer Service Management
BPGroup.Org
2019.12 - 2019.12
Scenario Planning And Strategic Thinking
Gordon Institute of Business Science
2019.06 - 2019.06
Senior Manager, Customer Monitoring
Multichoice Group
2018.12 - Current
Team Leader, Real-time Monitor
Multichoice
2015.02 - 2018.11
Real-Time Analyst
Multichoice
2012.04 - 2015.01
Bachelor of Arts - Economics
University of Zululand
2005.01 - 2013.11
High School Diploma -
Alra Park Secondary
1997.01 - 2002.12