Heslop - Systems Knowledge - Johannesburg, GP, South Africa

Letisha Heslop

Johannesburg, GP, South Africa


I am an ambitious 27-year-old Female with a “go-getter” attitude. My approachable, outgoing personality makes it easy for me to be a team player, although I am able to function on my own without supervision or guidance. I definitely thrive under pressure and I believe that my willingness to assist and provide service gives me the edge in whichever position I may find myself in I am hardworking, loyal, flexible and able to grasp new concepts very easily I am a great believer in seeing a task or project through from “start to finish”; therefore I work a carefully planned and organized work schedule. This enables me to work within a stressful environment to meet my targets.


Systems Knowledge


Quality Centre,Visio, Point of Sale (POS), MS Office, Mobile technologies (Android/Blackberry/iOS/Symbian)

Work History

Product Specialist


From May 2010

Duties: Extracting business requirements and identifying positive and negative outcomes as well as expected results. Write test cases from scope (BRS/FDS) or internal documents. Understand work flows and understand business processes. Validate test cases compiled by other staff in terms of completeness.
Map Business Requirements with the test cases and the test cases with Business Requirements. Execute test cases on test environment. Test internal software applications and identify software defects. Test Cycles (Regression, Functional, Integration, System, Usability, Loading and Performance testing and UAT) .Develop and monitor the testing methodology and standards within the company.Record, follow up and report on and manage software defects. Suggest improvements to internally developed software applications
Creating and implementing Change requests, troubleshooting including identifying possible workarounds, UAT- Funeral Cover (Frank), African Bank, Prepaid Electricity, VoucherCloud, USSD Menu Layout, WiCode, Lotto, Smartphone APPS, API Nedbank, Drawcard .System setup for training and testing accounts.Ordering and maintaining of stock to stakeholders. Provide training and support to all necessary stakeholders, (Call Centre, Outlets). Operating and creating content of training manuals, Standby and Overtime schedules Provide daily, weekly and monthly reports on all system testing, Adhoc on total number of incidents logged, fixed and requiring of New system requests

Specialised Desk Team Leader


Technology: Vodacom Yebo Millionaires, Talking Points, loyalty Program and Mobile Number Portability
Duties: Daily- Monitor agent's adherence, manage team
Attendance, escalate all system problems, Send Hourly Stats; listen to 1 long and 1 short call
Monitor the call Quality .Ensure the availability of space
Weekly-Give weekly feedback to agents and supervisors, give quality feedback and take action
Weekly KPA feedback per agent, audit and approve flexi timesheets, escalate and resolve
quality disputes .Chair weekly team meetings
Monthly- Focus on silent calls and wait time, draw a not ready report
Give General Monthly feedback and follow up on discussions held
Performance Presentations to agents and managers on Monthly KPA

Shift leader


Duties: Updating of staff statistics by compiling daily weekly, monthly reports.
Any issue related to the floor/shift management was channelled through by the shift leader on duty. All incidents are recorded on the shift leader report.
Motivate team Member. Communicate and suggest new ideas and initiatives in a
formal and structured manner. Ensure effective communication with team members
Contribute actions points and weekly strategy points during team leader meetings.
Investigate methods to improve system performance and current applications.
Monitor staff productivity during the shift, time taken to resolve requests logged.
Report on absenteeism, late coming, misconduct, system and network problems.
Report all training requirements' of staff to the supervisor.
Check systems used by staff to ensure they are functioning correctly.
Report any system defects to the supervisor and follow up the resolution thereof.
Recommend needed systems to ensure maximum productivity.
Resolve escalated queries; perform Ad Hoc functions as requested by management.
All abnormalities' are flagged and raised with the applicable team leaders.
Shift leader will also monitor the call volumes and service levels per skill,
all aspects reporting negatively will be escalated and reported on. Analyse team stats to understand the team achievement in situations when call volumes increase leader will liaise with the team leaders to log in and take calls.

Team leader


Duties: My duties included the completion of attendance registers, agency timesheets, and KPA reports
Daily, weekly, monthly and final KPA statistics
Checking of adherence to which includes shift time, leave applications absenteeism and time
keeping. I make sure that the team meets or sets targets as per KPA report.
I also manage team performance by compiling stats for both the team and the members
individually. Where there are concerns, escalations need to be done and the necessary steps are
taken to ensure key team performance, as quality is my responsibility.
Team members are to make sure that they are aware of their currents stats during their working
time, thus I send them hourly reports, analyse call classification, ensure first call resolution,
manage agent's adherence to schedule, maintain service level, and manage weekly
Self-development, manage weekly team meeting and manage agent's development



Duties: Train/coach new agents on skill information (Product Knowledge)

Prepaid and Accounts Consultant


From May 2006

Period: 05 May (2006- 2007)
Position: Prepaid and Accounts Consultant
Duties: Take inbound and outbound call

Vodacom Customer Care
Name: Edward Pauwels
Relationship: Supervisor
Cell Phone: 082 9973 324
Quest Agency
Name: Shownize Lenders
Relationship: Account Manager
Telephone number: 078 875 4156/ 011 023 1014

Prior Learning Centre
Name: Veroshni Pillay/ Natasaha Norman
Relationship: Programme Co-coordinator/ Facilitator
Telephone Number: 083 278 2568/011 394 0454/074 813 6097/011 469 3600

Vodacom M-ESA Business Operations Support
Name: Lerato Mokgomo
Relationship: Team leader /082 929 0170

Vodacom M-ESA Testing
Name: Revi Naidoo
Relationship: Team leader /084 295 0154

Ilab Institute
Name: Loraine du Plessis
Relationship: Ilab Quality Administrator- 011 033 0213/ 011 033 0200

Qualifications & Certifications


Prior Learning Centre


Gemini College

Birnam Business College

ABC Academy

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