Personal Details

Title : Mr. First names : Lesley Surname : Chiloane Country of residence : South Africa Race : African Gender : Male Identity number : 8811295741 088 Marital status : Single Health : Good Criminal offence : None

Contact Details

Mobile : 0611412284 Alternative mobile : 0720219505 Physical address : 2136 ebony park Ext 4 Midrand 1685 Email address : lesley.lesley.chiloane@gmail.com

Language Proficiency

Languages

English Sepedi IsiZulu

Speak Good Good Good

Read Good Good Fair

Write Good Good Fair

Skills

Communication skill, negotiation skill and interpersonal skill

Problem solving skill, change of analysis code and handling escalations

Systems

Eppix, Tallyman, Cisco, Unified IP, Genesys, Morpheus II and Cc Pulse

Genesys Administrator and ICAP

Microsoft office (Ms Word, Outlook, PowerPoint and Excel)

Projects

User Acceptance Testing

IWS(Interaction Workspace)

Customer 3D

E-services(web chat, emails and ussd chat)

Premature cancellation quote to compulsory include current invoice

Failure migration to prepaid to avoid prepaid lines to bill on contract

Reduced subscription to fall out when contract ends

Communication to the clients when fraud is confirmed

IVR auto arrangements via debit order to notify clients of debits going through on

a working day

Increasing call centre agents morale

Education

Secondary Education Details Country completed in : South Africa Year : 2006 Educational Institution : Ivory Park Secondary School Highest Level Achieved : Grade 12 (Matric with endorsement) Subjects : Sepedi, English, Economics, Business

economics, Accounting and Mathematics

Tertiary Education Details

Educational Institution : Vaal University of Technology Country : South Africa Qualification : National Diploma in Marketing Date started : Jan 2008 Date completed : Dec 2010

Courses Country : South Africa Course name : Marketing Date completed : Dec 2010

Career history and work experience Name of the company : Tubular electrical and instrumental (Platinum Mine) Occupation : General worker, store-man and assistant Electrician Year : 2007 Name of the company : The source youth organization Occupation : Marketing manager Year : 2011 Duration : 3months

Current career

Name of the company : Hammond pole [Vodacom (Pty) Ltd] Occupation : Credit Controller (Pre-legal, early collections, High- Usage Inbound and Outbound) Year started : June 2012

Occupation : Interaction Workspace (UAT IWS) Duties : Confirmation of IWS installation on all computers : Monitoring outbound and inbound priority : Testing supervisor’s profile : Placing agents PCs on the right OU (Unit)

: Making sure all agents profiles have been migrated To VF-ROOT

: Monitoring multiple interactions : Upgrading for testing Windows 7

: Re-build of PCs that were running slow : Applying quick fix on IWS e.g. sound issues, Tallyman issues and IWS issues : Assisting agents with new Nashua clients : Rolling out curly cords to avoid distortion : Ms Patch Process : 2ND Phase UAT (E-Services) : Swapping offices including PC cabling for testing : Monitoring service level e.g. long calls, long hold And long idle time

Duration : 1st September 2014 to December 2014

Occupation : Acting Team leader

Duties : Send clearance code : Unlocking and locking of the lines

: Activating and unloading of outbound campaigns : Dealing with escalations : Taking over long calls from call centre agents : Cancelling invalid arrangements : Keeping track of login time and not ready time : Escalating reactivations queries : Handling a team of 12-15

Personal Traits Determinant

Hard working

Ability to work under pressure

Willing to learn

Adaptive

Attention to detail

References Name : Lawrence Mandlhazi Occupation : Lecturer Institution : Vaal University of Technology Contacts : 0726080702 Name : Donaven Moodley Occupation : Supervisor Company : Vodacom (PTY) Ltd Contacts : 0764800488 Name : Karel Mononyane Occupation : Supervisor Company : Vodacom (PTY) Ltd Contacts : 0829971020 Name : Meshack Lekgotsa Occupation : Team Leader Company : Vodacom (PTY) Ltd Contacts : 0829980165 Name : Silas Chiloane Relationship : Father Contacts : 0720219505