Waylynn Goldberg is a married professional with 10 years of experience ranging from supervisory to technical support roles. He has a NQF Level 4 management certificate and has held positions such as Project Coordinator and Product and Process Specialist at Innovation Group over the past 7 years. He also has experience as a Call Centre Agent and 2IC, where he supervised a team of 10 and helped Innovation Group win an award for their outsourcing partnership. Goldberg is currently studying Computer Science and aims for continued self-development.

1. ID number:870420 5106 080 | E-mail:gwaylynn@gmail.com| Mobile:083668 6971/081 322
6836 | Marital status:Married | Residential location:KemptonPark, Johannesburg
Curriculum Vitae of
Waylynn Goldberg
PROFILE
I am a professional hard working, married man with ten years workingexperience. My experience
ranges from supervisory to technical support assistant. I am a firm believer in team work,as it’s
proven that more can be achieved in team work than individual work. I have the ability to workby
myself, as I am very much tasked orientated. I have obtained a NQF Level 4 management certificate
during my 6 year employment withthe Innovation-Group and have had the privilege to be a 2IC for
2 years and handled the supervisor’s role for a year for a team of nine call centre agents. My team
and I assisted Innovation-Group with achieving the best outsourced partnership award at the 2013
CCMG awards, the partnership being that between Innovation-Group and Eduloan. I am currently
studying as part of my own development as I believe one should always worktowards personal
goals. And my current title at Innovation Group is a ProjectCoordinator
EXPERIENCE
Innovation group
Project coordinator:1st May 2015 -Present
 Assist with project implementation.
 Assist with project planning.
 Action project principals tomeet project deadlines.
 Coordinate project task between members.
 Compiling of projectplans
 Compiling of briefing documents
Product andProcessSpecialist: 1st June2014 -31st April2015
 IVR amendments.
 Product/System/ProcessManual revamps.
 ProjectManaging I was part of preparing Edu loan’s call center for2015 ramp up.
 CSI controland management (Smoke).
 Supporting management with operational decisions.
 Client support.
 Training support.

2.  MIS Support.
 Assess and review campaign process.
 Create and implement new process and process flows.
 Ensure call center agents have the updated and correctprocess flows.
 Providetraining to new call center agents.
 Reporting on call center stats.
Call CentreAgent(2IC): September2007 -May 2014
 We receive inbound calls forEduloan, customer care line, I assisted irate customers.
 Assisted withstaff motivations.
 Assisted withHello Petercomplaints.
 QA coaching and control.
 Maintaining SL agreements.
 FCR Reporting (First callresolution).
 Supervising and supporting a 10 member team.
 Assisted withthe preparation implementation of new staff.
 MIS( Daily/weekly/monthly stats)
 Staff scheduling
 IVR amendments.
 Coaching sessions.
 System support.
 Training of new staff.
 Complaints resolutions.
 Process auditing and adhering.
 Assisting with projectmanaging for January ramp ups.
 Acting supervisor (1 year).
SouthAfricanRevenueServices(SARS)
AdminClerk – Q.A:7th April2007 to31st August2007
 Administrative duties
JasminesLuxuryKitchens& BIC
AssistantClerk: 1st October 2006-28th March 2007
 Responsible fortool maintains.
 Distributing daily petty cash to staff.

3. EDUCATION
CTUTrainingSolutions: Computer Science A+ and N+ (currently studying)
Mindthe Gap: NQF level 4 - Contact Centre Operations (2010)
MikisTraining&PlacementAgency: Data capturing (2006)
Call Centre Training
VryburgerHighSchool: Senior Certificate (2005)
SKILLS
 Quality Assurance
 Supervisory
 Scheduling
 Report writing
 MicrosoftWord/ Powerpoint / Excel/ Outlook/ Visio / Projects
 Presentations
REFFERENCES
 Nastassja September (Project Manager at Innovation Group)
Contact number – 074 277 0972
Landline – 011 790 5507
 Nicholas Sigamoney (Director at ESNS Contact Centre Consulting)
Contact number – 082 417 6911
 Liz Wilson (Assistant Executive at Innovation Group)
Contact number – 082 520 7449
Landline – 011 790 6601
 Zerish Veeran (Senior Manager at Innovation Group)
Contact number - 082 520 7452
Landline – 011 790 6062

4. KEY ACCOMPLISHMENTS
 We were entered in the CCMG Industry awards and we wonthe golden award forbest
“Outsourcing partnership between Eduloan and Innovation-Group”.