Mashigo - Writing Articles And Doing Admin Work - Kempton Park West, Kempton Park, South Africa

Thabo Mashigo

Kempton Park West, Kempton Park, South Africa

Services

Writing Articles And Doing Admin Work

Summary:

I am a highly driven and hard working individual with great presentation skills. I also possess exceptional verbal and written communication skills. My strongest IT points are on/around Microsoft Office applications such as Powerpoint, Word, Excel as well as Outlook. I enjoy working in fun, creative environments that allow me to showcase more of my creative abilities. I possess great leadership skills and have good client relationship building abilities.

Work History

Quality Analyst

Merchants- A dimension Data Company

From August 2012

Name of Company: Merchants- A dimension Data Company

Duties:
• Compiling regular reporting to assist in offering Business Improvement strategies
• Evaluates recorded customer interactions against the dimensions of customer experience, business process and regulatory compliance requirements
• Offering Business Product/Service Improvement policy presentations through service audits and business process analysis'.
• Highlights suspected fraud, risk or non-compliance cases when identified
• Attends regular calibrations and undergoes internal and external audits to ensure accuracy of data produced
• Provides feedback on Customer Service in terms of quality of interactions assessed against defined evaluation criteria
• Analyses quality of service at a site level in order to perform root cause analyses and determine trends, challenges and improvement opportunities
Analyses customer experience data and feedback in conjunction with quality findings in order to identify drivers of both satisfaction and dissatisfactionmanagement and central Support Services on the quality of service against defined standards and requirements
• Delivers quality reports and analysis to meet the Business Unit requirements and standard reporting requirements within the Quality function, and overall Merchants business

2. Position: Service Experience Analyst

Customer Experience Analyst

CCN t/a Aegis Global BPO

November 2011 - August 2012

Role: Working in and temporarily leading a team of 5
Name of Company: CCN t/a Aegis Global BPO


Duties:
• Temporary Customer Experience Leader (Team of 5 individuals)
• Working individually in assisting in Service Level agreement delivery
• Compiling weekly and Monthly business performance reports
• Conducting Coaching & Performance Reviews with Team Managers
• Composing &Facilitating Process Related Forums & Presentations
• Compiling Weekly and Monthly Reports for company Clients
• Facilitating Weekly Teleconferences with UK based Clients
• Facilitating Customer Experience Support Forums & Presentations for Business Department's Management group
• Driving customer experience requirements through the Management Team and Customer Service Representatives

Quality Analyst

CCN t/a Aegis Global BPO

April 2011 - November 2011

Name of Company: CCN t/a Aegis Global BPO

Duties:
• Working individually in assisting in Service Level agreement delivery
• Compiling weekly and Monthly business performance reports
• Conducting Coaching & Performance Reviews with Team Managers
Composing &Facilitating Process Related Forums & PresentationsMonthly Reports for company Clients
• Facilitating Weekly Teleconferences with UK based Clients
• Facilitating Customer Experience Support Forums & Presentations for Dept Management group
• Driving customer experience requirements through the Management Team and Customer Service Representatives
4. Position: Service Experience Analyst and Coach

Assistant team manager

CCN t/a Aegis Global BPO

July 2009 - March 2011

Role: Working in a team of 5


Duties:
• Second In-charge to Quality Manager
• Assessing of Service Calls
• Conducting Coaching & Performance Reviews with Business Division Management Team
• Facilitating Process Related Forums & Presentations
• Creating Weekly and Monthly Reporting with Clients
• Facilitating Weekly Teleconferences with UK based Clients
• Analyzing Team Performances and creating Action Plans for Performance enhancement through coaching and counseling sessions
• Facilitating Group Counseling/Coaching Sessions
• Facilitating Customer Experience Support Forums & Presentations for Dept Management group
• Driving customer experience requirements through the Management Team and Customer Service Representatives
5. Position: Customer Service Representative
Assistant team manager

Ad Hoc CE Coach/Quality Analyst

CCN t/a Aegis Global bpo

September 2008 - June 2010

Name of Company: CCN t/a Aegis Global bpo
Duties: Second in charge to Team Leader
Handling International inbound calls/ queries
Sales Champion
Booking and arranging appointments
Giving Metering advice
Following up on Customer Satisfaction
Reason for leaving: Promotion

Sales Assistant

Young Designers Emporium SANDTON

September 2008 - June 2009

Name of Company: Young Designers Emporium SANDTON
Duties: Floor Consultant, Cash Desk operator, Merchandiser, Stylist
Reason for leaving: Studying

Program and Ticket Sales Assistant

Nedbank

December 2005 - December 2006

Name of Company: (Nedbank) Million Dollar Golf Challenge
Duties: Sales and Promotions Management
Reason for leaving: Part Time Position

Bar Man

Sun City

From December 2004

Duties: Administered Club Launch and sales,
Period Employed: December 2004
Reason for leaving: Part Time Position

Switch Board Operator

Shell Ultra City Midrand

From December 2003

Duties: Inbound & Outbound Line Management
Period of Employment: December 2003
Reason for leaving: Part Time Position

Contactable Referees:
Contact Person: Sibonelo Phaliso
Company: Merchants-A Dimension Data Company
Relationship Quality Manager
Contact Number 1: Cell: 0825625023
Contact Number 2: Cell: 0769843928

Contact Person: Nishant Gayaparsad
Company: CCN t/a AEGIS Global
Relationship: Assistant Call Centre Manager (British Gas)
Contact Number: Cell: 0722078676
Contact Number: Cell: 0722078676

Contact Person: Caroline Versnel
Company: CCN t/a AEGIS Global
Relationship: Call Centre Manager (Dynorod)
Contact Number: Cell: 0825582086

Contact Person: Eric Cary
Company: CCN t/a AEGIS Global
Relationship: Quality Manager
Contact Number: Cell: 0837015543

Contact Person: Simon Sibiya
Company: CCN t/a AEGIS Global
Contact Number: 0733112616
Relationship: Team Manager/Leader

Projects

Sports Articles

Donated Sports articles for a UK based website named "whatculture.com".

Qualifications & Certifications

Lighthouse Christian College

English

University of Johannesburg

School Prefect & Student's School

Christian College

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