Mike Robert Mahlangu Email and Phone Number

Sales is my passion and customer services and satisfaction is nature and a culture which is in the blood. Retentions comes naturally with the humble and courtesy personna I carry within me.

Responsibilities/Contributions:Assessing calls and providing insight and value-added feedback to the QA Manager and the business as a whole on gaps that exists.Understanding of SOP’s and making sure adherence to internal processes at all times.Knowledge and understanding of QA Metrics and making sure that teams I’m responsible for are also aware and inline.Reporting on all variance reports, calibration sessions attributes.Demonstrating the highest level of accuracy in all Quality assessments.Being passionate about call listening and quality assurance within the Company.Performance Analysis ( checking stats for the business and also teams to monitor performance and highlight any risks to the business).Conducting coaching’s be attentive and detail orientated.Monitor phone calls to ensure that representatives are following organisation protocol, voice quality and product knowledge.Customer satisfaction-result of interaction and end calls in friendly and professional manner.Ensure that objectives are met so that the company maintain operations at an optional level.Ensuring that the company policies and procedures are being followed and representatives are providing excellent customer services to the customer.Piloting New Quality model for the quality department. Provide the department with a detailed report of my findings both from a customer and an agent perspective.Testing of all new systems and procedures and making sure that they are in line with legislation.Providing report to managers regarding the call centre performance and arrange training if needed and follow up on complaints and ensuring that they are being resolved.

Prepares daily MIS reports, analyses and reports on key business indicators within scope of area, including gap identification.Ensures that the designated portfolio is managed effectively in terms of turnaround times, using age analysis and relevant management tools.Compiles management reports as required.MI Administrator Provide support and maintenance to the operations.Generate reports on the company’s performance. Assist in calculating revenue for the company.Handling data quality, business improvement and reporting.Compiling CLF analysis and presenting it on a weekly basis. Monitoring repeat callers and report on it. Assisting with quality evaluations and recommendations.

Responsibilities/Contributions:Authorises, payments or settlement recommendations within the set mandate.Maintains superior customer service levels by achieving a CEM rating target and embraces and meets customer engagement principles.Manages the volumes of the call centre lines, ensures that the call centre lines are adequately staffed. Conducts quality audit assessments. Communicates technical detail to customers regarding escalated complaints.Manages all complex escalations. Ensures that customers are provided with feedback. Continuously identifies and implements improvements to enhance service delivery and productivity.Manages the daily performanceaa.Ensures feedback of company strategies, performance and issues to staff though regular meetings.Participates on relevant projects.Responsible for inspiring, motivating, leading and managing the team.Responsible for the recruitment, development and retention of relevant skills in order to meet the business needs.Ensures skills assessments and competency-based training takes place as and when required.Builds organisational capabilities through evaluating likely future requirements.Creates an environment in which learning and development are emphasised and valuedTake personal responsibility for coaching and mentoring others.Promotes a culture where the values are seen to be alive’ and ensures the implementation of the contact centre promises engagement.Monitors and manages the performance and development of staff within the area. Fosters the transformation of the workplace and supports business in the achievement of the undertakings in the transformation scorecard.

Conducted staff performance appraisals and manage the staff training and development plan.Assisted with new staff recruitment. Driving employment equity philosophy, manage diversity and SL targets.Conducted PDP'sConducted monthly performance discussions. Provided the necessary mentoring and coaching to subordinates. Drive and direct all tactical decisions to team. Administered all IR and HR team issues within span of control.Conducted daily production meetings. Leading, influencing and coaching others to help them achieve desired results whilst keeping the organization's Visions and Values in the frontline.Ensured compliance with agreed levels of authority for own area and with all applicable laws, regulations, group policies and procedures.Managed all arbitrations of queries and complaints.Strived to achieve all Service Level Agreements (SLA).Built sustainable relationships with business partners and stakeholders. Ensured that team leaders timesheets are correctly and accurately captured, administered and signed off on a weekly basis.Accurately updated all operational performance files for Team Leaders on a BI-weekly basis.Ensured that all reports are compiled and submitted as required by the business for relevant updates.Driving the focus on customer experience on every interaction through quality checking, coaching and feedback.Resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate.Drive team's performance on systems and all metrics in accordance to the contractual obligation.Insure of accurate actioning of all reports in respect of reconciliation.Ensured that all processes are undertaken in line with Group Reference Guide procedures and Generally Accepted Accounting Principles. (GAAP) e.g. FICA, FAIS and NCA.Efficiently manage the control measures in terms of Departmental costs, as per laid down procedures

Responsibilities/Contributions:Authorises, payments or settlement recommendations within the set mandate.Maintains superior customer service levels by achieving a CEM rating target and embraces and meets customer engagement principles.Manages the volumes of the call centre lines, ensures that the call centre lines are adequately staffed. Conducts quality audit assessments. Communicates technical detail to customers regarding escalated complaints.Manages all complex escalations. Ensures that customers are provided with feedback. Continuously identifies and implements improvements to enhance service delivery and productivity.Manages the daily performanceaa.Ensures feedback of company strategies, performance and issues to staff though regular meetings.Participates on relevant projects.Responsible for inspiring, motivating, leading and managing the team.Responsible for the recruitment, development and retention of relevant skills in order to meet the business needs.Ensures skills assessments and competency-based training takes place as and when required.Builds organisational capabilities through evaluating likely future requirements.Creates an environment in which learning and development are emphasised and valuedTake personal responsibility for coaching and mentoring others.Promotes a culture where the values are seen to be alive’ and ensures the implementation of the contact centre promises engagement.Monitors and manages the performance and development of staff within the area. Fosters the transformation of the workplace and supports business in the achievement of the undertakings in the transformation scorecard.

Responsibilities/Contributions:Authorises, payments or settlement recommendations within the set mandate.Maintains superior customer service levels by achieving a CEM rating target and embraces and meets customer engagement principles.Manages the volumes of the call centre lines, ensures that the call centre lines are adequately staffed. Conducts quality audit assessments. Communicates technical detail to customers regarding escalated complaints.Manages all complex escalations. Ensures that customers are provided with feedback. Continuously identifies and implements improvements to enhance service delivery and productivity.Manages the daily performanceaa.Ensures feedback of company strategies, performance and issues to staff though regular meetings.Participates on relevant projects.Responsible for inspiring, motivating, leading and managing the team.Responsible for the recruitment, development and retention of relevant skills in order to meet the business needs.Ensures skills assessments and competency-based training takes place as and when required.Builds organisational capabilities through evaluating likely future requirements.Creates an environment in which learning and development are emphasised and valuedTake personal responsibility for coaching and mentoring others.Promotes a culture where the values are seen to be alive’ and ensures the implementation of the contact centre promises engagement.Monitors and manages the performance and development of staff within the area. Fosters the transformation of the workplace and supports business in the achievement of the undertakings in the transformation scorecard.

Preparing, analysing the training model against operational requirements.Train and facilitate and compile the training report for the client and participate in process.Mapping all learning and development up skill trainings

Preparing, analysing the training model against operational requirements.Train and facilitate and compile the training report for the client and participate in process.Mapping all learning and development up skill trainingsTraining new agents who are on the job training phase.

Piloting New Quality model for the quality department. Test all new systems and procedures.Provide the department with a detailed report of my findings both from a customer and an agent perspective.

Assisting Vodacom customers with all Vodacom related queries.Conducting cross selling for all new products to customers.