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

Dedicated professional with over 15 years of experience in administration and education, effectively combining strong organizational skills with a passion for teaching and mentoring. Holds a National Diploma in Human Resource Management and a National Professional Diploma in Education. Expertise includes administration, lecturing, tutoring, marking, and HR support. Proven ability to manage diverse responsibilities within educational institutions while maintaining an organized approach to challenges faced by management and students, ensuring efficiency across departments. Committed to leveraging extensive background to enhance the operational success and overall effectiveness of the organization.

Overview

1
1
Language
22
22
years of professional experience

Work History

Data Analyst (WFM)

Concentrix
03.2025 - Current
  • 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.

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

Data Analyst (WFM)

Concentrix
03.2025 - Current

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
Zodwa Anna Mtikrakra