Whaleed Philander's curriculum vitae outlines his personal and employment history. He has over 10 years of experience in customer service roles, currently working as a customer service agent for MWEB. He has a matric certificate and additional qualifications in assessment, facilitation, computer literacy, IT, and management. His career has included roles as an escalation monitor, second in charge of a wireless team, and general worker. He is involved in his community and chairs the workplace forum at his current company.

1. CURRICULUM VITAE
OF
WHALEED
PHILANDER

2. PERSONAL INFORMATION
SURNAME PHILANDER
NAME WHALEED
ADDRESS 47 SECOND AVENUE
SHERWOOD PARK
MANENBERG
7764
HOME TEL (021) 690-8124
CELL 083 3533623
GENDER MALE
IDENTITY NUMBER 830407 5187 08 6
HEALTH EXCELLENT
MARITUAL STATUS MARRIED
LANGUAGE ENGLISH
(READ/WRITE/SPEAK) AFRIKAANS
DRIVERS LICENCE CODE 08
Email Address wpdanger69@gmail.com

3. SECONDARY EDUCATION
INSTITUTION Groenvlei Senior Secondary
STANDARD PASSED Matric - 2000
SUBJECTS PASSED English (HG)
Afrikaans (HG)
Biology (SG)
Geography (SG)
Mathematics (SG)
Business economics (SG)
TERTIARY EDUCATION
INSTITUTION: EXEC COACH
COURSE: Assessor Training 115753 (in
progress)
INSTITUTION: EXEC COACH
COURSE: FACILITATOR (117871)
INSTITION Woolworth’s Training Centre
COURSE Basic computer Literacy
SUBJECTS Introduction to computers
Windows 95
MS Excel
MS Dos
MS PowerPoint
INSTITUTION Achievers School of Business
COURSE IT and Business Admin
SUBJECTS Introduction to Computers
Operating Systems (MS Windows)
MS Word
MS Excel
Introduction to Internet and E-mail
MS PowerPoint
Databases (MS Access)
Communication Skills

4. Office Administration Skills
INSTITUTION MWEB Training Centre
COURSE Management Development
Programme
SUBJECTS Lead a Team
Scope Role
The elements of Management
Planning
Organising
Controlling
Leading
Teams and effective Teamwork
Managing Performance
Using Discipline Constructively
Implement and Co-ordinate
Contact Centre Activities
Learning Outcomes
Monitor Calls
Collate Types of queries, questions
and comments received
Implement and co-ordinate
campaigns within contact centres
Streamline activities of contact
centre activities
List of references
Understanding self and others

5. EMPLOYMENT HISTORY
Company MWEB
Duration February 2010 – Current
Position Held Customer Service inbound Agent
Duties Assisting members over the
Telephone with billing queries
Training new Billing agents and
cross skilling technical agents into
the billing department.
(Developmental role)
Company MWEB
Duration April 2009 – February 2010
Position Held Escalation Monitor
Duties Dealing with 3rd
party queries
Keeping clients informed of the
progress of the line fault that was
logged to the 3rd
party.
Contacting Vodacom and MTN to
follow up with faults.
Escalating fault if it could not be
resolved.
Company MWEB
Duration December 2007- April 2009
Position Held Second in Charge of wireless team
Department Order fulfilment Centre (OFC)
Duties Dealing with delivery queries and
Activations of

6. Vodacom 3g wireless accounts
Assisting with technical set up
Assisting with admin duties.
Monitoring e-mails.
Capturing data sent form agent.
Job Outputs of 2IC / Assistant Team Manager
* Management Development Programmed [Became Assistant
Team Manager]
• Job Outputs of 2IC / Assistant Team Manager
• Achieve set goals of productivity
• Pull daily stats & report underperformers >70 contacts
• Check Orbit Log stats & highlight underperformers >70
logged
• Maintain minimum service levels (95%)
• Maintain TSF 90% of Calls answered in 60seconds
• Document daily plan of action with Team Manager
• Monitor Quality by walking the floor (at least 2 hours
daily)
• Identify coaching needs & report to Team Manager
• Identify agent issues & report to Team Manager
• Address HR issues in Team Manager’s absence
• Product Updates & briefings
• Change Management
• Deliver reports as requested
• Manage & resolve escalated calls (irate)

7. COMPANY Electro Inductive Industries
DURATION 2006 - 2007
POSITION HELD General Worker
DUTIES Doing preparations
COMPANY Distinctive Choice
DURATION 2005 - 2006
POSITION HELD Contract
DUTIES Assisting Fitters
COMPANY Markham
DURATION 2004 - 2005
POSITION HELD Contract
DUTIES Sales Assistant
COMPANY Sport Stepping Stones
DURATION 2002 - 2004
POSITION HELD Physical Educator
DUTIES Training Educators
COMPANY Virtual Networks
DURATION 2001 - 2002
POSITION HELD Technical Assistant
DUTIES Installing of data points

8. EXTRA CURRICULAR ACTIVITIES:
>Involved with the rugby and cricket committee of Sherwood
Park Forum.
>Involved with the YOUTH FORUM OF SHERWOOD PARK
community in the fight against drug and abuse.
>I am currently the Chairperson of the work place forum within
the company and have been managing the team for more than a
year. My Function was to make sure that all IR issues get dealt
with in an fair process and also dealing with top management to
sign off policies and also preparing the staff function for year
end.
My biggest achievement was when I was given a chance as a
call centre agent for the first time in my career. I have made the
best of it and within less than a year I made it to become a
second in charge to the 3g wireless team at MWEB in the order
fulfilment centre (OFC). My plan is to become a manager and
then a centre manager within less than 5 years as my aim is to
achieve the best and become the best.

9. Reference:
Mr. A. KARRIEM
TALFALAH PRIMARY (Principal)
(021) 691-0352
Fagri Semaar
Trainer
0829736447
Cindy Moosa
Team Leader (Mweb)
0820512828

10. Reference:
Mr. A. KARRIEM
TALFALAH PRIMARY (Principal)
(021) 691-0352
Fagri Semaar
Trainer
0829736447
Cindy Moosa
Team Leader (Mweb)
0820512828