1. Mogamat Isaacs
Address: 31 Catalina Way Rocklands Mitchells Plain 7798
Telephone: 0847146711/0761528419
Email: Isaacs.mogamat@yahoo.com
Profile
I have been in the Contact Centre for the previous 8 years..an amazing 8 years being fortunate enough to have worked
with some amazing companies.I have now gained experience ranging from customer service advisor to coaching to
quality assurance to team leader respectively..these experiences coupled with life experience I feel make myself a
suitable candidate for any company seeking my services
Objective
Now looking to secure a challenging and rewarding new role within your company where my skills, knowledge and
expertise gained throughout previous experience in the Contact Centre sector can be transferred across and utilised to
best effect for the benefit of your organisation.”
Key Competencies
 Leadership  General Management
 Communication  People Management
Career Summary
Relevant Experience:
Last Employer :Teleperformance
Position held :Customer Services Advisor
Period :March 2014 – Feb 2015
Duties :Taking calls from UK based clients pertaining to billing related queries,first line technical support hardware
and network related queries..assisting in floor walking (coaching) ie side by side evaluations identifying needs and strengths.
Reason for leaving :seeking better opportunities where my knowledge and experience can be adequately applied.
Contact :Tarryn Cook (now Tarryn Blom) 0739724779
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Company : National Financing
Position held: Team leader/Quality Assurance
Period :February 2011 till Jan 2014
Duties :Performance Management; monitoring and interpreting team and individuals key performance areas,updating of
reports,monitoring performance with team and agents and advising on appropriate corrective actions in line with company
policies,coaching and working with agents in order to improve performance.I also regularly listened to agents calls,side byside
listening,arranging schedules for QA sessions,explaining findings of QA sessions in order to find resolve.
People Management; monitoring call volumes and discussing with RTA department to best maximize availability,conducting
back to work interviews,weekly and daily tea meetings,monitoring adherence to schedule,sitting in on meeting regarding new training
material or any system updates,informing team of new products and services
Workflow Management:working with RTA to best utilize agent availabilityto sustain demand where needed,ensuring team
members follow all procedures and policies
Leadership:providing leadership and direction by setting an example,working with the team ensuring staff
satisfaction,arranging team buildings and offering added incentives for meeting and exceeding targets,managing the call centre as Call
centre manager was out of office most times.

2. Reason for Leaving :Companyclosedas owner returned to home country/liquidated
Total staff responsible : 15-24 agents
CONTACT :David Obuje
Email : david.obuje@gmail.com
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Company name :Mindpearl
Period :June 2007 till August 2010
Position :Quality Assurance
Duties : Conduct Quality Assurance call evaluations per Call Centre Consultant
• Conduct Quality Assurance Call Evaluations per Call Centre Consultant
• Develop weeklyschedule in collaboration with Call Centre Managers and Team Leaders
• Listen to specific calls made by Call Centre Consultants and Team Support Consultant
• Record findings on call centre agent QA Form
• Supply feedback on bi weeklybasis to call centre consultants on areas of development and strengths
• Summarize findings per day per Call Centre Consultant
• Conduct “On the job” coaching of individual Call Centre Consultants
• Compile monthly QA report to QA Manager
• Communicate all training required based on call findings to the training department and QA Manager
• Communicate findings to Call Centre Managers, QA Manager and training department to ensure that training is done
• Develop QA call calibrations sessions with consultant, Team Leaders, Team Support consultants and Managers to ensure all parties
involved know what they are measured
Observe Call Centre Consultant behavior
• Sit next to Call Centre Consultants and observe telephone behavior whilst making calls
• Record findings and supply immediate feedbackto Call Centre Consultants, Team Leaders and Managers
• Conduct on the job coaching to rectify areas of development identified
Reporting of QA results
• Weekly/monthlyverbal feedback to all Call Centre Managers, and agreement on quality priorities
• Daily feedback to QA Manager agreement on assessment process, methodologyand focus areas
• Regular review and update of QA Reporting Forms to meet quality assurance standards
• Compile weeklyand monthly assessment statistics per Call Centre Consultant
• Communicate immediate and critical training gaps identified to QA Manager
Attend all systems training to be updated on system changes and quality standards
• Give input into training programs for Call Centre Consultants
• Attend all systems and soft skills training
Personal performance
• Ensure adherence to shift roster
• Ensure adherence to workflow processes and procedures
• Monitor and report on Consultant performance to QA Manager
• Monitor and coach Consultants on quality of their work
• Ensure daily/weeklyand monthlycalls targets are met-number of calls assessed daily
• Ensure bi weeklyfeedback sessions are conducted with all consultants- number of feedback session completed
• Ensure monthly reports submitted to QA Manager timeously
• Ensure compliance to company policies
Reasons for leaving :Company lostcontract
Contact person :Donna Benjamin
Contact number :0214406770

3. Education
Educational History
Last School : Portland High School
Subjects : Maths,English,Afrikaans,Biology,Economics,BusinessEconomics,Home
Economics,History
Highest Qualification: NQF 7
OTHER QUALIFICATIONS
DIPLOMA……………CORNERSTONE ACADEMY ie. Call centre training course
NATIONAL DIPLOMA……………CHEFS COURSE @SEAMANS TRAINING CENTRE
DIPLOMA……………LEVEL 1 INDUSTRIAL ROPE ACCESS
DIPLOMA……………LEVEL 2 FIRST AID
DIPLOMA……………LEVEL 2 FIREFIGHTING@EPPING FIRE STATION
DIPLOMA……………RESERVATIONS SALES @MINDPEARL (DELTA AIR)
BLUE SKIES…..LEARNING HOW TO COMMUNICATE EFFECTIVELY,PEOPLE
MANAGEMENT,EFFECTIVE LISTENING
TCF………………TREATING CUSTOMERS FAIRLY…
Other Details
Other: Prior to my Call Centre career I worked for approximately 7 years as a warehouse
supervisor For Coricraft Lounge Suite Manufacturers essentially overseeing a staff
compliment of 11 staff in regards to general warehouse duties and loading and offloading of
containers for delivery nationally and internationally.
Interests: I am not afraid of trying new things especially skills and workshops for self improvement.I
am always busy doing online courses ie short courses that can further benefit me
professionally and personally.I am into any kind of sport but of late not actively participating
as much as I would like to..