kgomotso myeni

I am a Quality Assurer and I have been in the call centre environment since 2017 I am passionate about reading and music I also enjoy the art space as well I am fast learner, pro-active, problem solver, team leader as well as team player, ambitious, work extra hours to complete, every task that is given to me. I posses communication skills, can work under pressure and adhere to schedule

COMPANY: CCI (Grubhub)

DURATION: 03/2023 - Present

Job DESCRIPTION: Quality Assurer 

DUTIES:

Establishing Quality Standard

Developing Quality Processes and PROCEDURES.

Conducting Quality Audits and Inspection

Implementing Corrective and Preventive Actions.

Performance Monitoring and Reporting

Used Verint to pull outbound / inbound calls as well as dropped calls

Used Maestro to evaluate agents calls as well as view screen recordings               

Used Zendesk to monitor cases and other actions that there made by the agent 

Company: CCI (GrubHub)

Duration: 10/2022 -  02/2023

Job Description: Performance Coach/2ic

Duties:

Coaching sessions

Listen to calls and take notes

Monitor team performance

Offer team and one on one support 

Mark daily register

Company: CCi (Health IQ)

Duration: 06/2022 - 08/2022

Job Description: Call Centre Agent   

Duties:

Lead warming calls

Inbound calls

Meet transfer targets set

Capturing and updating customer’s information before transferring the call

Sending emails to relevant departments as well as follow ups 

Company: The FOSCHINI gROUP

Duration: 02/2017 -09/2020

Job Description: sales and Call Centre Agent   

Duties:

Sell cell phones products and services

Meeting customer needs and resolve customer enquiries

Handling inbound calls, making payment arrangements

Deactivating/activating value added services

migration of contract packages, escalating queries to relevant departments

Sending email to customers and internal

Company: DRIMAC RETAIL

Duration: 28 April 2016 – 5 September 2016

Job Description: Sales Associate and Cashier

Duties:

Welcome customers

Attend to cash register

Housekeeping

Merchandising

Visual merchandising

Assist customers in choosing the right item

Administration

Institution  :Winterveldt Agricultural Educational Skills Academy

certificate : Basic ICT and END-USER COMPUTING

Duration:  8 February 2021 - 31 May 2021