Call center agent at Isoleso (2022-10 – Present)
Taking over a team I spend 20% of the day assisting in escalations and 80% divided amongst team leader responsibilities
- Analyze daily reports and effect improvement plans to alleviate non achievement of SLA's and targets
- Work closely with management to ensure the required staff is in place as when required
- Provide each team member with individual report on daily basis and highlight achievements and areas of concern
- Conduct coaching sessions and quality monitoring sessions with agents Manage, motivate and monitor the team
- Briefing and debriefing of staff, query of processes or actions when not sure
- Request for additional business process or application training if required
Specialist at AEGIS (Payroll) (2019-12 – 2022-09)
- To prepare and manage payroll processes of employees
- Gather all payroll related data
- Review and save time sheet data received
- Calculate salaries, earnings, deductions and benefits
- Create and run salary sheets and reports
- Manage, maintain and update payroll related data
- Update salary sheet and schedules
- Answer and clarity employees on payroll related inquiries
- Submit payroll reports and sheets on time to the Payroll Manager
- Save payroll related emails, faxes, and scans daily
- Collate and file relevant processing files for the month
- Verify all details received and make noted of any outstanding information
- Communicate with managers regarding outstanding documents
- Allocate new employment codes
- Ensure all documents are attached and completed fully and correct
- Capture on payroll data base
- Save documents in folders for employee
Specialist at AEGIS (Workforce TUI) (2017-03 – 2019-11)
WF is the link between operation and the client, We do the actual planning of how many agents would be needed per L.O.B and also determine how many heads we need at a specific time
- Schedule employees
- Manage real time change
- Analyze performance
Call center agent at AEGIS (TUI) (2016-09 – 2017-02)
Taking over a team I spend 20% of the day assisting in escalations and 80% divided amongst team leader responsibilities
- Analyze daily reports and effect improvement plans to alleviate non achievement of SLA's and targets
- Work closely with management to ensure the required staff is in place as when required
- Provide each team member with individual report on daily basis and highlight achievements and areas of concern
- Conduct coaching sessions and quality monitoring sessions with agents Manage, motivate and monitor the team
- Briefing and debriefing of staff, query of processes or actions when not sure
- Request for additional business process or application training if required
Admin Department at AEGIS (AIG travel insurance) (2014-04 – 2016-07)
Personal assistance at Dr. V Rammanhor (Lesedi Private Hospital) (2010-01 – 2014-03)
- Filing
- Scheduling appointments
- Obtain medical aid information
- Obtain patients diagnosis
- authorizations/confirmations
- Debt collection
Personal assistance at Dr. H Essa and Dr. K S Mwita (2009-01 – 2009-12)
- Filing
- Scheduling appointments
- Capture claims
- Telephone Enquiries
- obtain medical aid information
- Obtain patients Diagnosis
- create patients Files
- authorizations/confirmations
- Debt collection
- dealing with clients telephonically
