Nthabeleng Molefe Email & Phone Number

Durban, Kwazulu-Natal, South Africa

- Analyze product requirements- Plan testing strategies- Design detailed test cases- Execute test cases- Identify and document defects- Conduct root cause analysis- Collaborate with stakeholders- Provide feedback and suggestions for implementation- Maintain documentation- Continuously improve testing processesCSat duties:- Track performance: Establish key performance indicators (KPIs) to measure the effectiveness of implemented changes and track improvements in CSAT scores over time.- Communicate findings: Present survey results, insights, and recommendations to relevant stakeholders to drive decision-making and prioritize initiatives.- Collaborate with relevant teams: Work with customer service, Email and Social teams to address issues identified through customer feedback.- Monitor feedback channels: Monitor various channels, including social media, reviews, and customer service interactions, for additional feedback and sentiment analysis.

Durban, Kwazulu-Natal, South Africa

- Actively pursue self-upskilling on industry updates and relevant knowledge to stay informed and knowledgeable.- Develop and maintain training materials for diverse campaigns and accounts, aligning with client curriculum requirements.- Collaborate with internal and external stakeholders to evaluate training needs and create appropriate course content.- Research and prepare course content using recognized training techniques and tools to achieve desired outcomes.- Ensure Microsoft Forms-based training material is regularly updated to reflect changes in content.- Manage version control of training content, ensuring accuracy and consistency across materials.- Monitor staff performance through call listening sessions, analyzing trends, and identifying areas for improvement.- Deliver training programs using effective methodologies tailored to meet varied industry requirements.- Maintain detailed records of training sessions and participant progress for documentation and evaluation.- Facilitate group training sessions, emphasizing multi-skilling across different campaigns and industries.- Conduct Training Needs Identification (TNI) assessments as needed, reporting findings to management.- Participate in Quality Calibration sessions to maintain quality standards and ensure variance is less than 5%.- Provide support for project launches, business quality management, and campaign upscales, including delivering refresher training when required.

Midrand, Gauteng, South Africa

- Forecast customer service needs and allocate resources accordingly, such as staff, technology, and infrastructure.- Develop staffing plans to ensure adequate coverage during peak hours and seasons.- Develop and implement customer service strategies aligned with company goals and customer expectations.- Introduce new technologies and processes to improve efficiency and effectiveness.- Establish performance metrics and KPIs for customer service representatives (CSRs).- Regularly evaluate staff performance through quality assurance checks, customer feedback, and productivity metrics.- Set performance targets for CSRs and provide support to help them achieve their goals.- Train staff on objection handling techniques and empower them to resolve customer issues effectively.- Develop recruitment strategies to attract and hire qualified customer service personnel.- Conduct interviews, assess candidates, and make hiring decisions based on skills, experience, and cultural fit.- Listen to random customer service calls to assess service quality and identify areas for improvement.- Analyze call data and trends to uncover patterns, common issues, and opportunities for training and process improvements.- Provide guidance and support to CSRs when dealing with complex customer inquiries or complaints.- Empower staff with the tools and resources needed to address challenging situations effectively.- Maintain accurate records of customer interactions, including call logs, emails, and chat transcripts.- Track key performance metrics and analyze data to measure departmental performance and identify trends.- Conduct regular audits to ensure adherence to quality standards and identify areas for improvement.- Develop shift schedules that ensure adequate coverage while optimizing staff availability and workload distribution.- Consider factors such as peak call volumes, employee preferences, and labor regulations when planning shift patterns.

Midrand, Gauteng, South Africa

- Create training materials, including manuals, presentations, and videos, tailored to specific product features and system functionalities.- Conduct one-on-one and group training sessions, utilizing various techniques like role-playing and live demonstrations.- Collaborate with product development and IT teams to ensure training materials align with product updates and system enhancements.- Provide ongoing support and refresher training to existing agents and new recruits.- Evaluate training effectiveness through assessments and feedback mechanisms.- Adapt training strategies based on performance metrics and feedback from agents and management.- Liaise with stakeholders across departments to address training needs and improve product knowledge and system proficiency.- Maintain documentation and records of training activities and participant progress.

Johannesburg Metropolitan Area

- Over 10 years of senior-level experience in quality assurance and contact center management.- Expertise in auditing new products and premiums, ensuring adherence to quality standards.- Strong strategic vision with a customer-centric focus, informed by industry trends and market dynamics.- Proven ability to implement best-practice QA methodologies and drive continuous improvement.- In-depth technical knowledge of quality assurance and quality management systems.- Proficient in business process analysis, mapping, and optimization.- Skilled in data analysis and reporting to identify trends and opportunities for enhancement.- Experienced in initiating and managing change initiatives to optimize business operations.- Exceptional decision-making abilities, adept at fostering constructive working relationships across departments.- Excellent communication and presentation skills, with a talent for leadership and conflict resolution.- Dedicated to professional development, staying abreast of industry trends, regulations, and technologies.- Effective in leading, coaching, and managing individual and team performance to achieve desired outcomes.- Experienced in monitoring delivery of action items and ensuring successful outcomes, particularly in claims processes.

Johannesburg Area, South Africa

- Maintain the Cardies POS database to ensure correct and up-to-date products and pricing.- Pre-capture and capture supplier invoices for stock received by Cardies stores (GRVs) to maintain accurate inventory levels.- Liaise with suppliers to verify products, pricing, and quantities, ensuring accuracy.- Create Cardies product codes for all stock, including from other suppliers.- Ensure all POS stores have necessary hardware, software, and stationery for smooth operation.- Coordinate with Titan (Support team) for POS system maintenance in all stores.- Collaborate with store and area managers to facilitate system operation.- Train all users on POS system functionality.- Address and resolve system-related queries.- Generate sales reports and handle hardware/software issues on a day-to-day basis.- Check supplier invoices for unlisted products and generate periodic invoices on PASTEL.- Provide remote assistance for stores experiencing system issues.- Conduct periodic stock takes to maintain accurate inventory records.

Johannesburg Area, South Africa

- Maintain office and personal calendar for coordination purposes.- Conduct training sessions on the system.- Develop Business Efficiency Manuals.- Lead Generation for Access Solutions.- Verify database integrity and ensure data accuracy.- Oversee all aspects of Access Solutions.- Assist network administrator with application installation and testing.- Manage accounts and cultivate strong client relationships.- Monitor reports for accuracy and completeness.- Offer ongoing support and assistance to users as they continue to use the application, including troubleshooting and answering queries.- Conduct training sessions on business systems.- Generate sales reports as required.- Continuously update and improve training materials based on user feedback, system updates, and changes in functionality.

Certificate, Foreign Language Teacher Education

To acquire this certificate, individuals typically complete a specialized training program covering language acquisition theories.

Nqf Levels: 4, Coaching And Mentoring

Activities and Societies: - The Role of a Coach and Mentor - Coaching and Mentoring Principles and Ethics - Building Trust and Rapport.

Nqf Level 5, 10 Credits, Facilities Planning And Management

Activities and Societies: - Conduct outcomes-based assessment - Facilitate learning using a variety of given methodologies - Train.

Higher National Diploma, Business Management, N4 -N6

Activities and Societies: - Entrepreneurship - Economics - Business Economics - Computer Practice - Sales and Marketing Business.

High School/Secondary Diplomas And Certificates, 12

Activities and Societies: - English - Southern Sotho - Afrikaans - Accounting - Economics