Work Preference
Summary
Overview
Work History
Education
Skills
Timeline
Generic
Open To Work

Zodwa Anna Mtikrakra

Morningside

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Data Analyst (WFM)Administration ClerkTrainer/FacilitatorTeam LeaderCustomer Service Representative

Location Preference

RemoteHybrid
Location: Morningside, ZA
Open to relocation: Yes

Salary Range

45000/yr - 200000/yr

Summary

Dynamic and versatile professional with over 15 years of dual expertise in higher education administration and large-scale call centre operations. Combining a National Diploma in HR Management with a National Professional Diploma in Education, demonstrating a rare blend of corporate compliance, instructional design, and people development skills. Proven track record in optimizing workforce performance, leading high-output customer service teams, and executing data-driven workforce management strategies.

Overview

1
1
Language
22
22
years of professional experience

Work History

Data Analyst (WFM)

Concentrix
03.2025 - 04.2026
  • Monitoring real-time call centre performance and agent activities
  • Tracked service levels, call queues, average handling time, and agent availability to ensure optimal performance
  • Managing schedule adherence and ensuring agents are logged in on time
  • Identified staffing shortages and communicated operational risks to management to mitigate potential service disruptions
  • Providing real-time updates and performance reports to team leaders and managers
  • Adjusting agent schedules, breaks, and offline activities to maintain service levels
  • Monitoring inbound and outbound call volumes and forecasting workload trends
  • Coordinating with Workforce Management (WFM) teams to improve operational efficiency
  • Escalating system issues, outages, or unexpected call spikes when necessary
  • Ensuring productivity and performance targets are achieved throughout the shift
  • Analyzed real-time data to inform decision-making and enhance workforce planning strategies
  • Generating hourly, daily, and weekly operational reports.

Trainer/Facilitator

Concentrix
05.2024 - 03.2025
  • Training new hires on company products, systems, policies, and customer service procedures
  • Conducting onboarding and refresher training sessions for customer service agents
  • Monitoring agent performance and identifying training needs
  • Providing coaching, mentoring, and continuous support to improve agent performance
  • Developing training materials, manuals, and learning guides
  • Assessing trainee progress through evaluations, role-plays, and call monitoring
  • Ensuring agents understand quality assurance standards and compliance requirements
  • Supporting team leaders and management with performance improvement plans
  • Delivering product updates and process change training to staff
  • Assisting agents with communication, problem-solving, and conflict resolution skills
  • Preparing training reports and feedback for management
  • Tracking training attendance, progress, and completion records

Team Leader

Concentrix
03.2023 - 05.2024
  • Supervising and supporting a team of customer service agents to achieve daily targets and KPIs
  • Monitoring calls and providing coaching, feedback, and performance improvement plans
  • Handling escalated customer complaints and resolving complex customer issues
  • Conducting team meetings, training sessions, and performance reviews
  • Ensuring excellent customer service standards and compliance with company policies
  • Tracking agent attendance, productivity, and quality assurance metrics
  • Motivating team members to improve performance and maintain high morale
  • Assisting with onboarding and training of new employees
  • Preparing daily, weekly, and monthly performance reports for management
  • Managing shift schedules and ensuring adequate staffing levels

Customer Service Representative

Concentrix
08.2022 - 03.2023
  • Answer customer inquiries through phone, chat, or email
  • Help customers track orders, returns, refunds, and exchanges
  • Resolve delivery problems and account issues
  • Assist with payment or billing questions
  • Handle complaints calmly and professionally
  • Escalate complex issues to supervisors when necessary
  • Document customer interactions accurately in the system
  • Follow company policies and service standards

Customer service agent RCS

Blake and Associates
01.2021 - 07.2022
  • Answering inbound and outbound customer calls professionally
  • Assisting customers with account queries, balances, payments, statements, and applications
  • Resolving complaints and customer issues at first point of contact where possible
  • Escalating complex cases to the correct department when needed
  • Updating customer information accurately on internal systems
  • Explaining RCS products, credit services, policies, and procedures to customers
  • Following up on customer queries and keeping customers informed about progress

Inbound sales Agent

CCI SA (Sudden Link)
01.2019 - 01.2020
  • Answering inbound calls from existing or potential customers
  • Promoting and selling broadband, cable TV, mobile, or phone packages
  • Explaining products, pricing, promotions, and contracts
  • Upselling or cross-selling additional services and upgrades
  • Assisting customers with account inquiries and service options
  • Capturing customer information accurately on company systems
  • Meeting sales targets, KPIs, and quality assurance standards
  • Handling objections and convincing customers to choose or keep services
  • Following compliance, verification, and customer privacy procedures
  • Providing professional customer service while maintaining high call efficiency

Lecturer for Human Resources Management Course (Part-Time)

Esayidi FET College
06.2012 - 10.2018
  • Prepare and carry out lecturing duties which meet the course syllabus
  • Prepare and administer tests and other assessments relevant to the course and curriculum
  • Maintaining of all class records
  • Provide academic support to learners
  • Marking of assignments/tests and providing feedback to learners.

Administration Clerk

Esayidi FET College
08.2004 - Current
  • Providing administrative support to the management team (confirm appointments, send reminders, etc).
  • Documents Management
  • Answering all incoming call, redirect inquiries where necessary.
  • Maintaining an accurate filing system
  • Bank Reconciliation and Petty Cash Management
  • Book venues, travel and logistics for meetings
  • Assist in the planning and preparation of exams.
  • Data Capturing using Coltech
  • Record and distribute minutes of various meetings
  • Assist the Finance and Human Resources with duties where necessary.

Team Leader Manager

OutworX
Durban, KwazuluNatal
05.2026 - Current
  • Directed team activities to enhance operational efficiency and workflow management.
  • Mentored staff to improve skill sets and promote professional growth within the team.
  • Streamlined processes by implementing best practices, resulting in increased productivity.
  • Facilitated communication between departments to ensure alignment on project goals and objectives.

Education

National Professional Diploma - Education

University of KwaZulu Natal
01-2015

National Diploma - Human Resource Management

Esayidi FET College
01-2010

Grade 12 - undefined

Port Shepstone Secondary School
01-2002

Skills

Excellent Administration skills

Excellent Computer Skills

Data visualization and presentations

Data analysis

SQL

Data validation

Timeline

Team Leader Manager

OutworX
05.2026 - Current

Data Analyst (WFM)

Concentrix
03.2025 - 04.2026

Trainer/Facilitator

Concentrix
05.2024 - 03.2025

Team Leader

Concentrix
03.2023 - 05.2024

Customer Service Representative

Concentrix
08.2022 - 03.2023

Customer service agent RCS

Blake and Associates
01.2021 - 07.2022

Inbound sales Agent

CCI SA (Sudden Link)
01.2019 - 01.2020

Lecturer for Human Resources Management Course (Part-Time)

Esayidi FET College
06.2012 - 10.2018

Administration Clerk

Esayidi FET College
08.2004 - Current

Grade 12 - undefined

Port Shepstone Secondary School

National Diploma - Human Resource Management

Esayidi FET College

National Professional Diploma - Education

University of KwaZulu Natal

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Zodwa Anna Mtikrakra