Lerato Sibiya

To work in an environment which encourages me to succeed and grow professionally where I can utilize my skills and knowledge appropriately.

Excel skills as all reporting require Understanding of excel basic : rating 7/10 Computer literacy Problem solving skills Working well with wfm team Paying more attention to details ,making sure accurate information is sent out to operations System used verint and CMS REPORTING AND ADMINISTRATION

Acting Real time administrator

Adherence Monitoring Monitors daily absenteeism. Monitors non-adherence and communicates out-of-line situations Identifies issues that may impact the site’s ability to meet service levels in real time Reviews performance across skill sets and recommends real time changes that will improve site performance Reporting and administration Accurately captures exceptions and real time reporting Produces accurate daily Workforce Management performance reports to various levels of management covering all areas of the business Produces daily and weekly Absenteeism Reports Adjusts real-time schedule to accommodate extra-time as governed by scheduling process 11 months experience as a seconded RTA Understanding of ACD reporting Understanding of verint and CMS system used for monitoring and scheduling MS Excel - intermediate

Acting Real time administrator

Adherence Monitoring Monitors daily absenteeism. Monitors non-adherence and communicates out-of-line situations Identifies issues that may impact the site’s ability to meet service levels in real time Reviews performance across skill sets and recommends real time changes that will improve site performance Reporting and administration Accurately captures exceptions and real time reporting Produces accurate daily Workforce Management performance reports to various levels of management covering all areas of the business Produces daily and weekly Absenteeism Reports Adjusts real-time schedule to accommodate extra-time as governed by scheduling process 11 months experience as a seconded RTA Understanding of ACD reporting Understanding of verint and CMS system used for monitoring and scheduling MS Excel - intermediate

THANOS: HYBID/TOPUP CALL CENTRE AGENT Inbound agents Taking in bound Calls and assisting customers efficiently with their billing queries Escalate queries to relevant department Technical agents assisting customers with technical issues on the mobile and routers PEPSICO: Telesales agents Outbound agent Making outgoing calls to customer assisting to capture simba orders Credit issues on the account Solve their problem regarding customer accounts and orders Makro Inbound agents Taking in bound Calls and assisting customers efficiently with their online orders Escalate queries to relevant department Website queries Refund queries Checking stock for customers Checking price for customers

THANOS: HYBID/TOPUP CALL CENTRE AGENT Inbound agents Taking in bound Calls and assisting customers efficiently with their billing queries Escalate queries to relevant department Technical agents assisting customers with technical issues on the mobile and routers PEPSICO: Telesales agents Outbound agent Making outgoing calls to customer assisting to capture simba orders Credit issues on the account Solve their problem regarding customer accounts and orders Makro Inbound agents Taking in bound Calls and assisting customers efficiently with their online orders Escalate queries to relevant department Website queries Refund queries Checking stock for customers Checking price for customers