Receptionist - Coverlink Insurance
(2007-01 - 2008-08)
- Greet and assist all visitors, clients, and staff professionally
- Answer and direct incoming calls and emails; take accurate messages
- Manage company switchboard and escalate calls appropriately
- Sign in/out visitors, issue access cards, enforce security procedures
- Schedule meeting rooms and keep calendars updated
- Filing, scanning, photocopying, printing, and maintaining records
- Data entry into CRM/spreadsheets; keep client & supplier info current
Call center agent - MTN
(2008-09 - 2009-03)
- Assisting both MTN prepaid and contract customers, and over the phone
- Handle customer complaints, provide appropriate solutions, and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures, guidelines, and policies
- Sales of new contracts and insurance, upgrading existing contracts and opening of new contracts and retaining them
Supervisor - MTN
(2009-04 - 2011-05)
- Manage daily operations call center activities, including scheduling, monitoring call traffic, and ensuring smooth operation
- Managing team and support agents, providing guidance, feedback, and coaching to improve performance
- Monitor and evaluate team performance against key metrics, set targets, and implement ways to achieve goals
- Quality Assurance by checking call quality, identifying areas for improvement, and implementing quality control measures
- Handle escalated customer issues and complaints, ensuring timely and effective resolution also to ensure compliance with company policies and procedures, including attendance, performance standards
- Prepare reports on call center performance, analyze data, and identify trends to inform decision-making
- Address staff concerns, identify and resolve operational issues, and implement process improvements
- Most importantly, focus on maintaining a high level of customer service and satisfaction
Trainer - MTN
(2011-06 - 2012-05)
I was responsible for training, coaching, and upskilling agents.
- Facilitate engaging training sessions for new employees and provide refresher training on new products, systems, or processes
- Work directly with agents on the call floor to improve communication, call control, empathy, and negotiation skills
- Administer assessments, track learner engagement, and provide weekly or monthly progress reports to team leaders and operations managers
Works scheduler - Ethekwini municipality
(2014-07 - 2021-11)
- Supervising plumbers and plant movement, job capturing, assigning, acknowledging, scheduling, capturing jobs on the system and dispatching
- Carry out all operations in a safe and environmentally sound manner
- Report all discharges, leaks, spills, injuries, and incidents immediately and get it attended to in stipulated time, ensure personnel understands and comply with current environmental regulations
- Monitor and operate water and sanitation control panels, safety, and emergency shut-down devices
- Ensure accurate production reporting is submitted daily or as required by the company and consumer
- Ensuring that jobs are escalated appropriately as per it severity
- Controlling plumbers and machinery
Contreller - Richbay chemicals
(2022-06 - 2022-09)
- Manage and coordinate daily logistics and fleet operations
- Monitor vehicle utilization, maintenance schedules, and service records
- Ensure compliance with transport regulations, licensing, and safety standards
- Track fuel usage, mileage, and operational costs
- Maintain accurate records, reports, and documentation
- Liaise with drivers, suppliers, and internal departments
- Handle scheduling, route planning, and delivery coordination
- Assist with procurement, invoicing, and general administrative duties
Customer service advisor - Outworx contact center
(2024-08 - 2025-07)
- Answer USA customer calls promptly and friendly about their travel and health insurance
- Listen actively to identify the customer's issue or needs
- Verify customer identity and pull up account details on CRM
- Provide accurate info on products, services, policies, billing, ETAs
- Troubleshoot problems using scripts, knowledge base, and system tools
- Log every call with clear notes: issue, action taken, outcome
- De-escalate angry/upset callers and turn complaints into solutions
- Meet KPIs: AHT (Average Handle Time), FCR (First Call Resolution) and QA scores
- Maintained 90%+ First Call Resolution rate and 95% QA score by following processes and active listening
Customer service and Sales advisor - Huntswood contact center
(2025-08 - 2025-12)
- Answer UK customers calls promptly and friendly about their household insurance and upselling
- Listen actively to identify the customer's issue or needs
- Verify customer identity and pull up account details on CRM
- Provide accurate info on products, services, policies, billing, ETAs
- Troubleshoot problems using scripts, knowledge base, and system tools
- Log every call with clear notes: issue, action taken, outcome
- De-escalate angry/upset callers and turn complaints into solutions
- Sell product to customers
