Qhamani Mbuqu

I am an Event Management graduate skilled in both theoretical and practical aspects of the industry with a background in Marketing and Project Management. I also have strong call centre background and I'm always seeking the opportunity to utilize my skills and qualifications to make a meaningful impact and advancing my professional journey.

Team Manager - Tenacity Financial Services

(2024-10)

• Manage daily operations: Supervise, lead and performance manage a team of agents
• Drive and manage client service objectives and call times
• Ensure correct procedures are followed and give direction to employees on what to do and how to improve
• Support teams in resolving escalated customer queries
• Develop and implement programs and procedures to improve productivity (efficiencies)
• Adopt and manage first call resolution competency
• Detect and escalate Fraud and misrepresentation to the respective lines and department
• Ensure 100% adherence to WFM schedules and participate in forecasting
• Action any ad-hoc requirements
• Conduct regular one-on-one meetings with members of the team to identify any areas of concerns and implement appropriate corrective actions
• Identify training needs and ensure adequate coaching takes place
• Upskill team in resolving escalated customer queries
• Develop the team through motivation, counselling, soft skill training and product knowledge education
• Conduct QA audits for all agents on a weekly basis
• Ensure new starters effectively transition into the team
• Conduct probation review meetings during first 3 months of employment
• Address any behavioural concerns in line with the Company's Disciplinary Policy
• Manage the team's absenteeism in line with the Company's Absence Management Policy
• Ensure trackers (IR, Absence & PIP) are updated on a daily basis
• Ensure all leave transactions is processed on ESS
• Manage the waybill and overtime/special time to payroll
• Manage the termination process for all agents leaving Tenacity
• Set, track and report on individual targets for each agent within the team
• Collate and effectively utilize reports for performance management of department KPI's
• Conduct monthly performance reviews with team
• Address any underperformance in line with the Company's Performance Improvement Policy
• Ensure effective recruitment practices when employing new employees
• Ensure the team has the resources and tools to perform what is expected of them

Quality Assurer - Tenacity Financial Services

(2023-06 - 2024-09)

• Provide feedback to Team Leaders and Managers for the coaching and performance management of their Agents
• Produce weekly Quality Assurance management reports
• Gather and collate customer interaction/Quality Assurance reports
• Build and maintain relationships with Agents, Team Leaders and Managers
• Provide coaching and developmental feedback to Agents
• Complete all required ad hoc requests

Lead Quality Assessor (USA auto insurance campaign) - WNS Global Services

(2021-08 - 2023-03)

• Ensure professional, polite and efficient service is rendered to customers at all times, by conducting regular call assessments and audit
• Conduct call assessments checks to meet SLA's
• Provide assessment feedback to the agents
• Provide supportive coaching for struggling agents
• Brainstorming new ideas to reduce error trends
• Assist with taking calls if the line adherence is really low
• Assist with email and chat enquiries from customers

Customer Services - The Foschini Group

(2019-01 - 2021-07)

• Handle customer's TFG accounts
• Respond to customer complaints via email and/or call
• De-escalate irate customers
• Assist with training new employees to how our systems work
• Deal with customer queries accordingly, and refer to relevant department if necessary
• Liaise and communicate effectively with different departments within the company
• Assist customers to better understand how accounts work
• Sell customers on available products they can purchase that would have discounted benefits on their accounts
• Resolve customer queries via chat support and emails

Intern - So Treal (Pty)Ltd

(2017-01 - 2017-12)

• Required to draw workflows of all the necessary requirements that need to be met in order for events to run smoothly
• Social Media Marketing
• Contact radio stations to try and organise interviews or submit music for the artists, as well as TV stations to try and organise airplay for music videos
• Completing and submitting SAMRO documents to SAMRO when one of our artists released new music
• Come up with new ideas for events
• During events I would ensure artists were on their way to the venue an hour before they were suppose to perform and I made sure the program ran as scheduled (no overlapping performances)

PA and Compliance - Amanzi Blue Event Solutions

(2014-02 - 2016-06)

Part time job during my studies

• Administrative work at the CTICC for conference events
• Ushered at the Zeitz Mocca Museum during its grand opening
• Worked as a PA for supervisor and liaised with different departments

National Diploma - Event Management - Cape Peninsula University of Technology

Matric - Brackenfell High School (2013-12)