2. PERSONAL PARTICULARS
First Name/s : Israel Thamsanqa
Surname : Zwane
Identity Number : 721222 5622 087
Date of Birth : 22 December 1972
Gender : Male
Marital Status : Married
Race : African
Drivers Licence : EB (Code 08)
Contact Number/s : 082 411 7615 (m)
E-mail Address : thami.zwane@outlook.com/thamizwane33@gmail.com
Residential Address :Flat 61 Bishopsgate
32 Bishopsgate Road
Southgate, Phoenix, 4068
Postal Address : Same as residential address
State of Health : Good
Hobbies and Interests : Soccer, Music, Reading and Keeping fit.
EMPLOYMENT PROFILE
2012/03/05 – 2016/06/30 Sales Consultant – Telkom Retail Store
Company : Telkom SA
Outputs : Establish and Maintained Relationships, Processed
requests and enquiries, Sold Products, Performed
Financial Procedures, Promoted Services and Products,
Cash up Functions.
Job Overview : To perform a one-stop service within the Telkom Owned
& Operated Stores in order to ensure total customer
satisfaction. To promote and sell Telkom's ICT Lifestyle
and mobile products and services to enhance the viability
and profitability of the Telkom Direct shop.
Reason for Leaving : Severance Package offered due to restructuring.
PREVIOUS EMPLOYMENT
Pizza Hut – Supervisor (1993 – 1996)
Commenced employment as a waiter, with later promotion to supervisor. My main
functions included staff supervision, ensuring smooth running of shifts, stock control,
banking, recruiting new staff and dealing with customer complaints.
Reason for Leaving : Offered a more lucrative position with Telkom.
Telkom SA – Exchange Operator (March – September 1996)
Employed within the exchange division; extracting computerized directory information
on behalf of incoming callers. Also booked calls on a DSB switchboard and redirecting
calls that had been diverted.
3. Reason for Leaving : company closing down exchanges in rural areas led to
elimination of all contract workers.
NASA – Receptionist (September – October 1996)
Performing general office duties like answering and redirecting calls, receiving guests,
processing correspondence, typing and editing of letters, gathering; analyzing and
processing information. Arranging travel documents for the executive, preparing
memoranda and speeches.
Reason for Leaving : One month assignment whilst full time receptionist was on study
leave.
Telkom SA – Exchange operator (December 1996 – October 2000)
Reinstated within a similar position on a permanent basis. Also awarded an opportunity
as an acting team leader in the group with responsibilities such as monitoring team
performance, promoting teamwork, problem solving, customer complaints, staff
administration, compiling stats and reports.
Telkom SA – Service Advisor (November 2000 – May 2008)
Department : Telkom Direct (Customer services)
Job Outputs : Processed Requests, Handled Complaints, Sold Products,
Legal Contracts, Credit Vetting, Building and
Maintaining Relationships, Stock Control, Merchandising.
Inventory and asset control.
Job Overview
• Worked within the customer services environment as a service agent. I was
responsible for servicing customers on various aspects of communication.
Promoting and selling company products like Broadband, Internet, Cellular
contracts, Telephone lines and value added services with set targets. Planning
and driving monthly promotions. Facilitating briefing sessions to best introduce
new products and campaigns. Liaising with other departments to better relations
and ensure customer satisfaction. Also acted as a branch coordinator with
responsibilities like administration, stock control, merchandising and banking.
Skills utilized mostly include, Communication, Negotiating Skills, Consultation
Techniques, Customer Service, Data Capturing, Interviewing Techniques, Problem
Solving, Selling Techniques, Stock Management, Stress Handling, Professional Image,
Safety and Security Measures.
2008/05/01 – 2011/09/30 - Service Rep. Telkom SA
Department : Single Line Commercial Support
Job Outputs : Processed orders, Provided customer support, Processed
disputes, Managed Buckets, Managed Unbilled calls,
Validated and Purified Data (fall out management)
Managed Prepaid Platform, Staffed Media Centres,
Cancelled Orders, provided Reports, COR, Legal
Contracts, Credit Vetting, Building and Maintaining
Relationships, Stock Control, Merchandising. Inventory
and asset control.
Job Overview
4. • Employed within Commercial Support as a Service Rep and responsible for
attending to various aspects of customer orders and related functions within a
given timeframe to ensure customer satisfaction and billing integrity. Also
involved in various special projects such as Yeoville Exchange disaster
management, TBI/WCDMA replacements and a few others. Skills utilized
mostly include, Analytical, Business Acumen, Communication, Computer
Literacy, Decision Making, Interpersonal, Negotiating Techniques, Data
Capturing, Problem Solving, Stress Management Techniques and Time
Management.
2011/09 – 2012/02
Company : Telkom SA
Department : Web-leads and Telemarketing
Position : Data Capturer
Job Outputs : Processed orders, Provided customer support, Validated and Purified
Data, Cancelled Orders, provided Reports, Credit Vetting, Building and Maintaining
Relationships, Data capturing.
Job Overview
My main function as a data capturer was to receive sales leads from our telemarketing
staff and private vendors, verify the sales with potential customers and capture orders
on Telkom systems.
EDUCATIONAL PROFILE
High School : Buhlebethu High School
Highest Grade : Matric (Grade 12)
Subjects : Mathematics, Physical Science, Biblical Studies,
Afrikaans, English and Zulu.
Year Completed : 1990
Telkom SA
• Customer Services – 1996/06
• Quality Through The Customer Eyes – QTEC – 1998/10
• Communication skills – 1999
• Cycle of Service – 1998/10
• Call Centre: Prepaid IN Platform – 2001/02
• Safety: Armed Robbery Survival Skills – 2001/07
• CBS – Commercial Business Systems – 2000
• ECMS – Electronic Cash Management System – 2000
• First Aid – Module 1(St John Ambulance) – 2003
• Customer Diversity – 2001
• Technical Support/ PC Configuration – 2003
• Internet Access Mediums - 2003/09
• PC and Network Fundamentals – 2005/07.
• SAP R/3 – 2003
• Windows 2000 Professional – 2003
5. • M/Office - 2003
• Retail marketing and merchandising – 2001
• Clarify – 2008
• CMSS – Advanced Back Office – Res& Small Business – 2008/02
• WCDMA System Processed – 2008/12
• Aria POS – 2016/01
• CRM Mobile – 2012/04
REFERENCES
Mr. KR Mhlongo
Operational Manager
Telkom – ANO (Empangeni)
0359018149
0827884388
e-mail: mhlongkr@telkom.co.za
Ms. Usha Ramsuran
OPS Manager
Telkom - Single Line Commercial Support
Email: ramsuru@telkom.co.za
Mr. Keith Brink
Manager – TELKOM: Single Line Commercial Support
0313632598
Email: brinkk@telkom.co.za
Mr. Malcolm Govender
Branch Manager
Telkom Retail Store – Phoenix
0315007454
Email: govenma1@telkom.co.za
Ms. Gugu Khumalo
Regional Manager
Company owned and operated Channels – Telkom SA
0333942252
eMail: khumalr@telkom.co.za
6. • M/Office - 2003
• Retail marketing and merchandising – 2001
• Clarify – 2008
• CMSS – Advanced Back Office – Res& Small Business – 2008/02
• WCDMA System Processed – 2008/12
• Aria POS – 2016/01
• CRM Mobile – 2012/04
REFERENCES
Mr. KR Mhlongo
Operational Manager
Telkom – ANO (Empangeni)
0359018149
0827884388
e-mail: mhlongkr@telkom.co.za
Ms. Usha Ramsuran
OPS Manager
Telkom - Single Line Commercial Support
Email: ramsuru@telkom.co.za
Mr. Keith Brink
Manager – TELKOM: Single Line Commercial Support
0313632598
Email: brinkk@telkom.co.za
Mr. Malcolm Govender
Branch Manager
Telkom Retail Store – Phoenix
0315007454
Email: govenma1@telkom.co.za
Ms. Gugu Khumalo
Regional Manager
Company owned and operated Channels – Telkom SA
0333942252
eMail: khumalr@telkom.co.za
