Boitumelo Innocentia

Lead and supervise a team of Shoppers and Drivers to ensure flawless service delivery to our customers daily Spot check: Uniform, Orders, staff attendance, process and procedures Reporting: Adherence and staff attendance

Woolies Dash Supervisor - Onecart (PTY) Ltd.

(2022-01)

• Lead and supervise a team of Shoppers and Drivers to ensure flawless service delivery to our customers daily
• Spot check: Uniform, Orders, staff attendance, process and procedures
• Reporting: Adherence and staff attendance
• Problem-solve and troubleshoot daily operational issues, approaching all facets with an analytical, problem-solving mindset
• Support the team on special projects for continued operating efficiency and growth
• Provide an operational perspective on Logistics to ensure best practices and protocols
• Daily management of Shoppers and Drivers to ensure optimal effective teamwork to reach their KPI's, specifically related to on-time fulfilment. Daily and weekly KPI reporting
• Train and develop shoppers
• Demonstrate consistent application of internal procedures
• Demonstrate flexibility in balancing the achievement of own objectives with abilities to understand and respond to organizational needs

Volunteered for 2ic Manager - Onecart (PTY) Ltd.

• Assist and attend to escalated Supervisor, Shopper and Driver queries
• Resolves escalated customer complaints
• Provide constant feedback to the National Operations Manager on unresolved customer queries
• Investigate and respond to escalated queries and ensure they are timeously resolved
• Foresees potential problems before they occur and takes action to prevent them from occurring
• Consults widely with people inside and outside own region to solve problems

Woolies Dash Shopper - Onecart (PTY) Ltd.

(2020-12-04 - 2022-01)

• Collecting customer's Shopping to high standard
• Keeping in the time limits with each shop ensuring the delivery is not late

Administrative assistance - QCTO- Quality Council For Trade & Occupations

(2018-10-15 - 2019-09)

• Capturing Response letter of intent
• Replying e-mails
• Answering inbound calls
• Making outbound calls
• Compiling State
• Filling documents (letter of intent) according to references and date
• Assist with administration of the company quality
• Assist in Analyzing information
• Follow up on outstanding aspects

Call Centre (Credit Control Admin Officer) - CITY OF TSHWANE MUNICIPALITY

(2016-09-01 - 2017-02-28)

• Inbound and Outbound calls
• Dispatched Electricity Disconnection's and Reconnections to Contractor or Technicians with CRM system
• Dispatched Final Demand to Reve's with CRM system
• Adding reconnection and checking notification on system using SAP -ZISU020,IW29 and EC86
• Record all reconnections that need to be completed water and electricity
• Monitor and manage the quality of response to customer

Call Centre (Credit Control) Agent / Acting Team Leader - BOFFIN & FUNDI (Under City of Tshwane Municipality)

(2014-05-01 - 2016-08-31)

• Helping with training and development
• Completing paperwork
• Analyse the volume of calls, answered as well as abandoned calls on daily basis to ensure defined Service Levels are achieved
• Replying e-mails
• Answering inbound calls
• Making outbound calls
• Identify and escalate priority issues
• Monitor and evaluate the performance of the Call Centre Agents and provide them with the feedback
• Handling complaints (from both staff and customers)
• Monitor the breaks, log in / logout schedules of staff along with occupancy status
• Work towards reduction of repeat calls
• Ordering stock (where applicable)
• Reporting to senior level management
• Preparing and analysing internal and external quality reports for management staff review
• Create schedules based on forecast demand track and respond to spikes in call volumes on a continuous basis and take action as necessary
• Record all reconnections of water and electricity that need to be completed
• Monitor and manage the quality of response to customer
• Checking notes on system
• Checking if Agents completed the job on system

Data Capturing Team Leader / Senior Data Admin - BOFFIN & FUNDI (Under City of Tshwane Municipality)

(2013-09 - 2014-04)

• Ensure operational effectiveness
• Preparing and analysing internal and external quality reports for management staff review
• Operational coordination (analyse data and statistics around capturing volumes, capturing patterns to forecast and determine optimal staffing levels in complex environment)
• Engage management to provide overview of weekly and monthly performance and suggest improvements as necessary
• Capture water and electricity disconnection cards on system
• Daily reporting and distribution of job cards for capturing
• Ensure quality capturing
• Capture city of Tshwane electricity and water job card, successful or unsuccessful on system
• Meet daily performance target
• Managing and account for job cards issued and returned
• Managing stock levels and ordering for distribution
• Co-ordinate and manage job card capturing and archiving functions

Call Centre (Credit Control) Agent - BOFFIN & FUNDI (Under City of Tshwane Municipality)

(2013-04 - 2013-08-31)

• Answering inquires by clarifying desired information, researching, locating, and providing information
• Using specialist computer databases check credit records e.g. SAP, CSS CALL CENTRE, CREDIT CONTROL COUNTER SYSTEM
• Resolves problem by clarifying issues, researching and exploring answers and alternative solutions; implementing solutions, escalating unresolved problems
• Fulfils requests by clarifying desired information completing transactions forwarding requests
• Maintains call centre database by entering information
• Answering inbound calls

Grade 12 - REEILWE CENTRE (2007-12)

Certificate - Computer Literacy - University of Pretoria (2007)

Certificate - Pc technician - It Business Campus (Pretoria) (2008)

Certificate - Catering - Beam Africa Network (Pretoria) (2008)

Certificate - Call Centre & Computer Training - CORNERSTONE TRAINING (Pretoria) (2010)

Certificate - Information Technology Technical Support - Richfield Campus (2013)

Certificate - SAP-CICO - City of Tshwane-Pretoria (2013)

Higher Certificate - Computer Forensics (2019 - 2026)