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Neo's Curriculum Vitae Updated
- 1. Candidate : NeoSefatsa Position : Inbound Operations Channel: Team Manager Notice Period: 30 days Curriculum Vitae
- 2. Curriculum Vitae Personal Details: SurnameSefatsa First Names Neo Alfred Nationality South African Home Language Southern Sotho, Zulu Other Language English, Xhosa, Email Address nsefatsa@gmail.com / ones@vodamail.co.za ID Number 8001265535088 Address 2597 Arno and Owl Crescent, Riverlea Ext 3, 2093 Contact Details 082 997 1032 Education: Period 2002 School Steinhobel Designer Graphics Qualification Certificate in Graphic Design Period 2001 School Rosebank College – Braamfontein Campus Qualification Graphic Design National Certificate
- 3. Education (cont): Computer Literacy •MS Word 2010 • MS Excel 2010 (Advance) • MS PowerPoint 2010 • MS Outlook 2010 Curriculum Vitae Period 2000 School Edith Hinds High School Qualification Matric/Grade 12
- 4. Achievements and TrainingQualifications • Altech Autopage – Winner of Stars of Excellent within Altech Autopage that qualified for a Trip to Mauritius 2013. • Altech Autopage - Winner of the Siyabonga Award Best Employee of the Month October 2012 in the Altech Group • Altech Autopage – Winner of the Best Technical Support Agent in 2012 • Altech Autopage - Industrial Relations Qualifications • Vodacom - Understanding Mobile Data Training • Vodacom Khubonet Corporate Training - MS Project 2003 – Basic & Intermediate (December 2005) • Vodacom VSP Ladder of Learning – Customer Centric (June 2005) • Vodacom BizComm Group - Power to Influence Customer Relations Program Employment History: Period March 2014 - Current Company Altech Autopage Cellular Position Inbound Operations Channel and Data/Technical Helpdesk Team Manager: Team Manager Duties • Manage hourly, daily, weekly and monthly handling times of incidents are above the 85% benchmark • Set a benchmark of a minimum of 30 incidents per day to be resolved by agents • Supporting all our Retails Stores with any escalations within the 8hrs TAT • Ensure the AHT (average handling time) of less than 00:04:30 • Ensure a high level of resolution to all queries • 80% of all daily queries received from clients are to be resolved on the
- 5. first call received •Percentage of abandoned calls daily are not to exceed 4% • Provide hands on support to our Business Partners • Provide hands on support to escalation from the team and Business Partners • Provide hands on support occasionally to premier and corporate clients as agreed by KAM • Provide technical leadership in handling complex incidents • Make suggestions on department improvement • Be positive about your daily activities and organizational objectives • Communicate outages to customers services on an hourly basis and the business • Communication with networks regarding outages, ensuring a speedy resolution Reference Manager: Shawn Pretorius – 0829970094 Curriculum Vitae Employment History: Period June 2012 – February 2014 Company Altech Autopage Cellular Position Data and Technical Helpdesk Team Manager Duties • Manage hourly, daily, weekly and monthly handling times of incidents are above the 85% benchmark • Set a benchmark of a minimum of 30 incidents per day to be resolved by agents • Ensure the AHT (average handling time) of less than 00:06:30 • Ensure a high level of resolution to all queries • 80% of all daily queries received from clients are to be resolved on the first call received • Percentage of abandoned calls daily are not to exceed 4% • Provide hands on support occasionally to premier and corporate clients as agreed by KAM
- 6. • Provide technicalleadership in handling complex incidents • Make suggestions on department improvement • Be positive about your daily activities and organizational objectives • Communicate outages to customers services on an hourly basis and the business • Communication with networks regarding outages, ensuring a speedy resolution Reference Manager: Shawn Pretorius – 0829970094 Employment History: Period November 2007 – June 2012 Company Altech Autopage Cellular Position Data and Technical Helpdesk Consultant Duties • Maintain high level of customer service at all times • Meet daily and monthly targets i.e. calls and VAS • Resolve customer complaints timeously and offer feedback to the relevant parties • Maintain service levels set by company • Promote value added services • Achieve monthly goals set in the agent helpdesk i.e. call targets’ dropped calls’ etc. • Multi-skilled in all relevant aspects of Altech Autopage and the cellular industry • Handle all Inbound Calls • Assist with Outbound campaigns • Ensure all client requests are captured accurately on BSCS • Compile workload analysis on a weekly basis • Proactively maintain Altech Autopage’s policies, procedures, products and services • Process the following on BSCS: • Data Cards, USB modems and Roster Support • BlackBerry BES and BIS Support • Fax & Data Set Up • Handset GPRS and MMS (Nokia, SonyEricsson and Samsung etc.) Support
- 7. • GPS Supporton handsets • Assist in setting up emails on PC, Laptop and handsets • ADSL Setup Reference Manager: Mohammed Amod – 082 322 8467 Employment History (cont): Period September 2006 – November 2007 Company Altech Supercall Cellular Position Customer Service Consultant Call Centre References Manager: Stanley Ernest – 083 229 5858 Employment History (cont): Period January 2005 – August 2006 Company Vodacom SP - Vodaworld Walk-In Customer Care Centre Position Customer Care Consultant Reference Manager: Michael Jackson – 082 997 4444 Employment History (cont): Period November 2003 – December 2004 Company Vodacom SP – Vodaworld Centre Management Position Operations Agent / Data Capturer Reference Manager: Janine Employment History (cont): Period April 2003 – October 2003 Company Vodacom SP Position Operations Agent (Advanced Repair Centre)