Marcia Mahlaba– Curriculum Vitae
Address: 31 7th Street
La Rochelle
Johannesburg
2190
Cell number: 073 -
E-mail: -Date of Birth: 11 May 1981
Academics
High School: Siyaphambili High School
Year matriculated: 1999
Subjects: English
Economics
Mercantile Law
Business Economics
Tsonga
Accounting
Certificates
Institute: Edexcel
Contact Centre Skills Certificate
August 2006
Institute: FSB
Regulatory Examination Certificate
2012
Institute: Inseta
Short Term Insurance Certificate
2014
Employment History
Customer care consultant at Dialdirect insurance
From 11 June 2011 to 1 January 2017
My responsibilities were responding to clients’ enquiries through email, contacting the clients telephonically and amend policy details . Advise the clients of any outstanding details or documents required. Provide advice on the best possible cover to meet the clients’ needs.
I was also responsible for allocating work for each agent, develop resources for problem resolution and design a plan of action to resolve complex queries. Take manager’s calls, interface daily with internal partners to ensure that client’s complaints are dealt with timeously and that any technical errors are resolved.
Conduct coaching sessions with each team member and document each session. Monitor the team’s performance and ensure that steps are taken to improve thteam’s performance. Keep the team informed of new product and systems developments
Customer Care Consultant at Unisa
From 1 September 2008 to November 2010
My duties were to assist students telephonically or via email by providing them with information regarding available courses, entry requirements and study fees quotations. I assisted students with online registrations and help them navigate the Unisa online student portal. My duties also involved informing the students of the correct modules to register for and the pre-requisites for those modules. Request the missing documents from the students and ensure that these documents are in the correct format when the university receives them and store the documents on each student’s electronic file.
Skills
Communication skills
Decision making
Team work
Ability to work under pressure
Typing
Dealing with contact centre customers
__________________________________________________________
Name: Marco Goncalves (Manager)
Company: Dialdirect
Telephone number: 011 -
Name: Iris Mposula ( Supervisor)
Company: Unisa
Telephone number: 011 -
