Bongelwa Scott

 Bongelwa Melba Scott Physical Address: 920 Mbambiso, Boschfontein, Mpumalanga, 1335 Cell Number:- Email:- Professional Profile With over 8 years in the customer service sector and the majority of it being focussed on Quality and Customer Experience. I am accustomed to team work and proactive analysis of all interactions. I have been exposed to different business units that have different clients but still having to not only assess but analyse data. After being introduced to the Finance Sector I wanted to proactively incorporate risk management in my assessments which is why I did a course Risk and Banking Management. Working in an outsourcing company also meant that I needed to be accustomed to change. Leadership is also an important skill to have because you work closely with Team Leaders which is why I decided to do the Accelerated Supervisory Development Program. After spending over 5 years in the Quality and Customer Experience sector I realised that this Department overlaps with the Training Departments (which I had already been exposed to) and to fine tune my proficiency I decided to become an accredited Facilitator, Assessor, Moderator and Skills Development Facilitator. My ability to balance being a forward thinker, analyst, coach and proactive team player makes me a great addition to a company. Work Experience Mar. 2017 – Ayuda Empowerment Foundation, Nkomazi- Mpumalanga Founder and Trainer Key Responsibilities Campaigning, fundraising and compiling grant applications Research and development to ensure efficiency Compiling standard operating documents Administration duties Marketing and Promotional activities Training content development Project coordinating Ensuring that all activities are aligned with the Organization’s Vision Financial Management Ensure effective communication through all service channels Key Achievements Selected to participate in the Young African Leadership Initiative (Founded by Barack Obama) based on the work that Ayuda Empowerment Foundation does for Youth Development Dec. 2015 –Sep. 2016 ABSA Bank, Nelspruit- Mpumalanga Retail International Banking Consultant Key Responsibilities Process International Transfers Cross Sell Banking Products Check accuracy of submitted Internation Payments Ensure that transactions are aligned with SARS and Reserve Bank Regulations Assist with special clearance of payment Compiling ECA applications for clients Monitor changes in regulation requirements from SARS and Reserve Bank Buy foreign banking notes from clients returning from international travel Sell foreign bank notes to clients travelling out of the country Apr. 2014 – Nov. 2015 SA Taxi Finance, Johannesburg – Gauteng Quality Analyst Key Responsibilities Evaluations for different departments (Collections, Insurance Sales, Reception, Walk in Centre) Training new inductees and working closely with the Training Dep. For all needs analysis evaluations Conducting customer experience training Organizing and Monitoring Outreach Programs Calibration sessions with the Quality Department and Team Leaders Monthly reporting based on calls evaluated Conducting customer surveys Compiling weekly escalation trackers for Operations including Risk Analysis Assisting team leaders with agent coaching sessions Facilitating Business Improvement Initiatives Streamlining the dispute process between agents and respective team leaders Highlighting improvement areas for Quality Evaluating and Monitoring Assistance with customer complaints Key Achievements Selected to be a Project Coordinator for a new Customer Experience Initiative (Outreach Programs) Oct. 2012 – Apr. 2014 Standard Bank (Merchants), Johannesburg – Gauteng Quality Analyst Key Responsibilities Site level evaluations based on Customer, Business and Regulatory Compliance Root Cause Analysis Calibration sessions with the Quality Department and team leaders Training new inductees and tenured agents Conducting Gap Analysis’ Monthly Site level reporting based on calls evaluated Liaising with training to identify training gaps Compiling weekly trend analysis reports Auditing team leader evaluations to ensure alignment between QA evaluations and team leader evaluations Compiling weekly escalation trackers for Operations Accreditation of new inductees in the contact centre Assisting team leaders with agent coaching sessions Conducting Voice of the Customer sessions with consultants Facilitating Business Improvement Initiatives Streamlining the dispute process between agents and respective team leaders Highlighting improvement areas for Quality Evaluating and Monitoring Sep. 2010 – Sep. 2012 Cell C (Merchants), Durban. Kwa-Zulu Natal Quality Coach Key Responsibilities Analyzing captured and recorded samples of staff interactions with customers. Integrating overall contact centre performance scores and analysis for trends Supporting the Training Department with training modules, training tools and training sessions Assessing call handling quality and evaluating the Service Agent's ability in terms of set requirements. Identifying and isolating problems and documenting concisely the analysis of quality. Analyzing and reporting on quality of the contact Centre services Auditing calls for Operations to identify reasons for high call drivers and make recommendations. Recommending corrective actions relating to Service offerings, data quality, telephone etiquette Monitoring individual performance and mentoring or coaching staff. Ensuring best practices are adhered to by interacting with staff on continuous basis. I.e. having feedback sessions with agents and their team leaders Ensuring the correct use of etiquette and related call handling behaviour. Calibration sessions with the Quality Department and Team Leaders Training new inductees on the Quality Framework Key Achievements Top Performing Quality Coach Jul. 2009 – Aug. 2010 Cell C (Quest), Durban. Kwa-Zulu Natal Supervisor Key Responsibilities Managing new agents in the contact centre Capturing stats on a daily basis Monitoring individual team members progress Assisting with call escalations Resolving customer complaints Following up on customer’s unresolved queries. Monitoring individual team members performance Providing agents with feedback on their performance Recognizing individual team member’s strengths and weaknesses and addressing these Performance coaching Jul. 2008 – Jul. 2009 Cell C (Quest), Durban. Kwa-Zulu Natal Customer Care Consultant Key Responsibilities Answer all incoming calls within the agreed time frame. To identify, prioritize and resolve/refer queries and problems. Actively engage client and elicit necessary information required. Recommend packages, products and services. Reconcile accounts. Analyze and document all problems/dissatisfaction and refer to all relevant persons/departments. Comply with set daily/weekly/monthly targets. Resolve, escalate queries and problems within the agreed Service Level Agreement (SLA) Refer incoming calls via Team Leader to the correct Department for resolution (system-related problems to the IT Department, and network-related problems to the Network Management Centre in the Operations Department) Log all calls received on the system. Provide feedback to customers regarding the progress of calls logged. Key Achievements 2017: YALI Alumni 2012: Top performing Quality Coach 2009: Company Representative at the BPESA Awards 2009: Selected to supervise new inductees 2009: Top performing agent for May and July 2009: Outstanding Contribution Education and Qualifications Course: Skills Development Facilitator Institute: Train You Can Training – ETDP10687 Subjects: SAQA ID: 252041-Promote a learning culture in an organization SAQA ID: 15217- Develop an organizational training and development plan SAQA ID:15218- Conduct an analysis to determine outcomes of learning for skills development & other purposes SAQA ID: 15221- Provide information/advice regarding skills development & related issues SAQA ID:15232- Coordinate planned skills development interventions in an organization Year Completed: 2018 Course: Facilitator Training/ Train the Trainer Institute: THT Training – ETDP10825 Subjects: SAQA ID: 117871- Facilitate learning using a variety of methodologies Year Completed: 2017 Course: Assessor Training Institute: THT Training – ETDP10825 Subjects: SAQA ID: 115753- Conduct Outcomes-Based Assessments Year Completed: 2017 Course: Moderator Training Institute: THT Training – ETDP10825 Subjects: SAQA ID: 115759- Conduct Moderation of Outcomes-Based Assessments Year Completed: 2017 Course: Civic Leadership Program Institute: YALI (UNISA School of Business Leadership) Subjects: Monitoring and Evaluation Gender Dimension Marketing of CSOs Social Business Canvas Leadership in Civil Society Ethics in Civil Society Fundraising and Sustainability Advocacy and Campaigning Year Completed: 2017 Course: Supervisory Development Program (Public Sector) Institute: University of South Africa Subjects: Human Resource Management Basic Management Principals Workplace Management Personal Development and Communication Financial Management for Non- Financial Managers Year Completed: 2014 Course: Fundamentals of Banking and Risk Management Institute: University of South Africa Subjects: Fundamentals of Risk Management Fundamentals of Banking Management Year Completed: 2014 Summary of Career Achievements 2017: Selected to participate in the Young African Leadership Initiative (Founded by Barack Obama) based on the work that Ayuda Empowerment Foundation does for Youth Development 2015: Selected to be a Project Coordinator for a new Customer Experience Initiative – SA Taxi Finance 2011: Top Performing Quality Coach – Cell C / Merchants 2009: Company Representative at the BPESA Awards- Cell C / Quest 2009: Selected to supervise new inductees- Cell C / Quest 2009: Top performing agent for May and July - Cell C / Quest 2009: Outstanding Contribution - Cell C / Quest References