Yolisa Myeza

Customer-focused, continuously navigating high-stress situations calmly and effectively. Utilizes exceptional rapport-building skills to develop strong relationships with customers, exceeding demands and driving repeat business. Hardworking with experience managing diverse projects.

Continuously adapts and optimizes processes to exceed KPIs. Highly creative and innovative with reputation for driving measurable results. Competitively working tirelessly to achieve positive results. Achieves goals in productivity, revenues and cost savings.

Results-focused employee with experience developing motivated, dependable teams. Communicates and delegates effectively to aid timely, quality completion of projects. Fast-learning, results-oriented employee, utilizing organizational skills to drive business goals.

Possessing exceptional problem-solving and analytical skills. Works effectively and efficiently in high-performing teams.

FLEET CONTROLLER, RECEPTIONIST, DATA CAPTURE at MARGATE CONSTRUCTION (2022-03 – 2025-01)

As a fleet controller was responsible for the day-to-day operations of a company's fleet of vehicles.

• Safety: Creating and managing safety policies for drivers, such as using software to track driver habits and ensuring compliance with road safety regulations
• Scheduling: Planning and coordinating driver and vehicle activities, and developing driver schedules and routes
• Maintenance: Overseeing and scheduling vehicle inspections, maintenance, and servicing
• Tracking: Tracking vehicle locations and schedules using GPS systems and logistics software
• Reporting: Preparing regular reports on fleet performance, fuel consumption, vehicle utilization, and maintenance
• Compliance: Ensuring the fleet complies with applicable regulations and company policies
• Data: Monitoring and analyzing data, and maintaining fleet records
• Innovation: Developing innovative operational improvements
• Communication: Providing clear instructions, consistent communication, and constructive feedback to drivers
• Training: Training drivers and in-house technicians
• Procurement: Procuring vehicles through lease, purchase, or other means

QUALITY ASSURANCE AGENT at SYNERGY CONTACT CENTRE (2022-03)

Quality assurance specialists are responsible for monitoring, inspecting, and proposing measures to correct or improve a company's final products and processes in order to meet established quality standards.

• Achieved outstanding attendance record by prioritizing punctuality
• Repaired system faults to reduce downtime
• Prepared bank deposits and accurate POS reports
• Worked to continuously improve performance, reliability and accuracy of data systems
• Provided supervisor with comprehensive written reports on work progress
• Managed staff using targeted approach to training, hiring and employee engagement
• Planned tasks and workflows for teams to achieve goals and meet deadlines
• Applied skills and knowledge to accomplish set performance goals

Data Capture Consultant at ALL LIFE INSURANCE (2012-01 – 2014-12)

Consultant then move to Data capture, verifying accounts, scanning to system filing handling account queries.

• Collated and analyses data from range of sources using bespoke software
• Requested and sorted data, verifying accuracy to prepare for entry
• Input customer and account data within specified timeframes
• Verified and cleansed data sources to improve database accuracy and quality
• Transcribed audio recordings and oral instructions into text documents for official purposes
• Established data quality standards and implemented data quality processes
• Built and maintained strong working relationships with colleagues and clients
• Updated incomplete records with information for future interactions

SALES AGENT at ALL LIFE INSURANCE (2011-01 – 2012-12)

Consultant then move to Data capture, verifying accounts, scanning to system filing handling account queries.

QUALITY ASSURANCE AGENT at TALKSURE SA (2010-01 – 2011-12)

Call Center Quality Assurance (QA) is a process that can help ensure customer interactions are aligned with business goals. Call center QA aims to identify common customer issues, improve customer service.

• Employed critical analysis to find problems and develop solutions
• Onboarded new staff by delivering inductions and updating systems
• Managed staff using targeted approach to training, hiring and employee engagement
• Provided advice and support to large volume of clients on varied problems
• Conducted outbound calls to secure prospective clients
• Maintained excellent attendance record, consistently arriving to work on time
• Investigated and troubleshot problems swiftly and improved functionality

Quality Assurance Analyst at CORACALL (2010-01 – 2010-12)

QA roles and responsibilities include call monitoring and providing actionable insights. Through monitoring, a QA analyst gathers information to improve agent performance in the contact center.

• Planned tasks and workflows for teams to achieve goals and meet deadlines
• Improved operations and resolved problems while delivering exceptional service
• Boosted team morale to enhance service quality
• Increased customer outreach to increase brand recognition
• Achieved outstanding attendance record by prioritizing punctuality
• Employed critical analysis to find problems and develop solutions
• Responded to emergencies while remaining calm and effective under pressure

DEBT COLLECTIONS AGENT at BIZWORKS (2009-01 – 2010-12)

I started as a data capturer whereby I capture municipality information to the system. I then did data cleansing for all campaigns. Lead generation was only for 6months for a sales campaign. I then moved to inbound and outbound where we introduced an indigent application for different municipality informing people that are unemployed or pensioners of the benefits they would receive under their municipality.

Trace and bank account validation was one of the additional tasks that I would perform on a daily basis. I was later trained for debt collection and did collections for standard bank loans and truworths accounts. I was then given a nightshift job whereby I did customer service /IT help desk for Landynamix and people would call in if certain atm systems were down or certain bank systems were shut down.

I would then log a ticket and send through to our engineers along with the IP address so he can remotely handle the problem. I worked along with the G4S. This was the time when I got a day job at AllLife and worked two jobs from 2012 to 2014.

• Keeping track of assigned accounts to identify outstanding debts
• Planning course of action to recover outstanding payments
• Locating and contacting debtors to inquire of their payment status
• Contacted 20 clients about outstanding debt and strategized repayment options resulting in a recovery rate of 100%
• Recorded and updated all information to analyses the outcomes, finding various solutions for over 10 cases
• Resolved cancelled direct debit issues and failed payment collections
• Processed the borrowers' debit and credit card payments according to company procedures and policies
• Utilized objection handling and de-escalation skills to resolve debtor disputes and manage aggressive and anti-social behavior

DATA CAPTURE at BIZWORKS (2009-01 – 2010-12)

I started as a data capturer whereby I capture municipality information to the system. I then did data cleansing for all campaigns. Lead generation was only for 6months for a sales campaign.

CASHIER at CAFE ERICA (2009-06 – 2009-12)

• Scanned merchandise quickly, handled purchases and processed returns in busy store
• Organized petty cash floats and investigated discrepancies to protect store assets
• Assisted customers by carrying heavy merchandise and loading into vehicles
• Used POS systems to process debit and credit card payments
• Transferred cash to safe storage to minimize losses from theft and robberies
• Operated cash register systems to take payments from customers

CASHIER at EZWELITSHA LIQUOR STORE (2008-01 – 2009-12)

• Performed routine checkout duties without supervision to enhance store operations and guest experience
• Scanned merchandise quickly, handled purchases and processed returns in busy store
• Delivered exceptional customer experiences in high-volume environment, politely and professionally assisting customers with queries
• Used POS systems to process debit and credit card payments
• Processed refunds and exchanges, carefully inspecting items before accepting returns
• Set counter displays to promote spontaneous purchases
• Organized petty cash floats and investigated discrepancies to protect store assets
• Listened to customer needs and helped with product, service, or accounting issues
• Guided customers to merchandise for purchase
• Calculated accurate totals and handled money with no errors

DIPLOMA in FORENSIC STUDIES BIOLOGY AND DNA – FORENSIC FOR AFRICA (2018-01)

MATRIC – ZIMELE HIGH SCHOOL (2010-01)

CERTIFICATE in BASIC COMPUTER COURSE – PATNET CENTRE (2009-01)