RESUME
OF
CAROL MAHLAULE (MISS)
10545 Ext 3
Langa Place
Dobsonville
1865
+27 79 441 8822 / +27 73 873 3314
[email protected]PROFILE
I as a self-starter as a Contact/Call Centre Agent who is in quest for a job in a
challenging environment that will enhance my career growth and whereby I can settle
and make a significant contribution. I am also interested in a position that will enable
me to learn the business inside out and that will give me the opportunity to develop
myself in a professional and personal level while I prove myself.
In addition, I am motivated, flexible, diligent and posses interpersonal, presentation
and good communication skills and also good with confidential information. My strong
intellect combined with practical approach makes me a good problem solver. I am a
good team player and willing to go the extra mile and willing to learn new things in
order to attain the necessary skills and to increase my knowledge. Further, more I
have an excellent track record of delivering results and work well under pressure. My
objective is to help you and your company reach yours.
CAREER OBJECTIVES
I want to put both my Experience and Qualification into a wider use to:
To gain a a deeper understanding and experience of the Contact Centre on a
global market dynamics
To further my career not only as a Contact/ Call Centre Agent but also became
an expect with a reputable organisation.
To study more about the following courses Contact Centre Management and
Wealth Management
To pursue my career into one of the following fields (Administration, Contact
Centre Agent, Contact Centre Team-Leader, Contact Centre Supervisor, Personal
Assistant etc)
PERSONAL DETAILS
Surname
Name
Identity No
Gender
Race
Nationality
Marital Status
Languages
Drivers Licence
Hobbies/Interests
Mahlaule
Carol
8702120840080
Female
Black
South African
Single
Tsonga,Zulu,Sotho,Tswana & English
Code 10
Art, Reading, Sports & Socialising
WORK EXPERIENCE
Name of Employer
The Automobile Association of South Africa NPC
Denis Paxton House, Kyalami Grand Prix Circuit,
Allandale Road, Kyalami
Designation
Department
Duration
Duties
Contact/Call Centre Agent
Emergency Contact Centre
04/07/2011 Till Date
Analyse client's requirements,procedures & problems
(Answering and process all Emergency calls pertaining
to home and roadside assistance)
Adherence to SLA's as stipulated by various contracts
24/7 Assisting clients on the roadside with mechanical
breakdown & car towing ( Accident towing , Flat tyre
towing,flat tyre change,jumpstart, locksmith &
electrical breakdowns)
24/7 Arranging car hire & hotel accomodation for
clients
Capturing and updating of policies on the system
24/7 Customer Care Service
Assisting with logging Accident and Commercial
Breakdowns
24/7 Liase with service providers regarding specific
emergency assistance required for example: (Tow
Truck Companies, Plumbers & Locksmiths)
Deal with queries from Clients and Service Providers
Finalise resque cases in the most efficient,professional
,courteous manner and the the shortest time possible
Making decisions based on the situation,information
and cover, whether or not to assist the client
Reason for wanting to leave
Personal growth & new challenges
Name of Employer
Regalert (Pty)Ltd The District , 1st Floor,8 kikuyu
road,Sunninghill
Contact / Call Centre Agent
Customer Service Centre
10 May 2010 till 06 June2011
Analyse client's requirements,procedures & problems
(Answering and process all Emergency calls pertaining
to home and roadside assistance)
Responding to panic button at the quickest time
possible
Adherence to SLA's as stipulated by various contracts
24/7 Assisting clients on the roadside with mechanical
breakdown & car towing ( Accident towing , Flat tyre
towing,flat tyre change,jumpstart, locksmith &
electrical breakdowns)
Designation
Department
Duration
Duties
24/7 Arranging car hire & hotel accomodation for
clients
Capturing and updating of policies on the system
24/7 Customer Care Service
Assisting with logging Accident and Commercial
Breakdowns
24/7 Liase with service providers regarding specific
emergency assistance required for example: (Tow
Truck Companies, Plumbers & Locksmiths)
Deal with queries from Clients and Service Providers
Finalise resque cases in the most efficient,professional
,courteous manner and the the shortest time possible
Making decisions based on the situation,information
and cover, whether or not to assist the client
Reason for leaving
Retrenched
Name of Employer
Designation
Department
Duration
Duties
Avon / Justine (Pty) Ltd, Lotus street, Sandton
Customer Care Consultant
Customer Service
18 January 2010 05 May 2010
Assisting sales reps with placing orders
Capturing of orders from Reps
Responding to Ad campaigns via the Avon link
Assisting with canceling of orders
Customer Service
Data Capturing
Reason for leaving
Temp Position
Name of Employer
Kelly Group-Contracted to BMW (Pty) Ltd ,1Auto
Bavaria Road , Midrand Gauteng , JHB
Contact / Call Centre Agent
Customer Service Centre
17 February 2009 till 04 January 2010
Dispatching of BMW on Call Technicians
Assisting with Electrical and Mechanical Advise
Analyse client's requirements,procedures & problems
(Answering and process all Emergency calls pertaining
to home and roadside assistance)
Adherence to SLA's as stipulated by various contracts
24/7 Assisting clients on the roadside with mechanical
breakdown & car towing ( Accident towing , Flat tyre
towing,flat tyre change,jumpstart, locksmith &
electrical breakdowns)
24/7 Arranging car hire & hotel accomodation for
clients
Capturing and updating of policies on the system
Designation
Department
Duration
Duties
24/7 Customer Care Service
Assisting with logging Accident and Commercial
Breakdowns
24/7 Liase with service providers regarding specific
emergency assistance required for example: (Tow
Truck Companies, Plumbers & Locksmiths)
Deal with queries from Clients and Service Providers
Finalise resque cases in the most efficient,professional
,courteous manner and the the shortest time possible
Making decisions based on the situation,information
and cover, whether or not to assist the client
Reason for leaving
Contract Ended
Name of Employer
Innovation-Group,Fourways Office Park, Building
3
Cnr Roos & fourways Boulevard , Fourways,
Gauteng , JHB
Contact / Call Centre Agent
Designation
Department
Duration
Duties
Innovation Gateway
01 May 2007 12 February 2009
Dispatching of BMW on Call Technicians
Assisting with Electrical and Mechanical Advise
Analyse client's requirements,procedures & problems
(Answering and process all Emergency calls pertaining
to home and roadside assistance)
Adherence to SLA's as stipulated by various contracts
24/7 Assisting clients on the roadside with mechanical
breakdown & car towing ( Accident towing , Flat tyre
towing,flat tyre change,jumpstart, locksmith &
electrical breakdowns)
24/7 Arranging car hire & hotel accomodation for
clients
24/7 Dispatching Service providers to assist clients
with Home assistance (Plumbing, Glazier, Electricians,
Tree Felling, Ceiling Repairs, Appliance Assistance,
Tiling, Locksmiths, Carpet Cleaners & Construction
Works)
Capturing and updating of policies on the system
24/7 Customer Care Service
Assisting with logging Accident and Commercial
Breakdowns
24/7 Liase with service providers regarding specific
emergency assistance required for example: (Tow
Truck Companies, Plumbers & Locksmiths)
Deal with queries from Clients and Service Providers
Finalize rescue cases in the most efficient,professional
,courteous manner and the the shortest time possible
Making decisions based on the situation,information
and cover, whether or not to assist the client
Dispatching of Assessors to Asses Clients Situations
Payment of invoices of services rendered to service
providers
Reason for leaving
Career & Personal Growth
Name of Employer
Rich Rewards Trading 54 (Pty) Ltd Newton Street,
Spartan Gauteng
Customer Care Consultant
Customer Care
01 August 2006 -30 April 2007
Administration (Data Capturing , Confirmation of
employment , Handling of payment dates with Clients,
Faxing Clients Payments Information & filing)
Customer Service
Handling of Clients Queries
Liaise with Clients to find out if they received their
goods on time
Designation
Department
Duration
Duties
Reason for leaving
Temp
KEY SKILLS
Administration Skills
Communication Skills
Data Capturing Skills
Customer Service Skills
Computer Skills
Good Telephone Etiquette
ACADEMIC EXPERIENCE
Institution
Qualification (undergraduate)
Year
Unisa
Administrative Management
2015
Institution
Qualification
Completed
Quest Computer Skills Centre
Call Centre Diploma
2006
Institution
Achievement
Completed
South West Gauteng College ( Roodepoort Campus)
Upgrading my Senior Certificate (NSC)
2004
Last School Attended
Completed
Town view High School
2003
WORKSHOPS /SEMINORS /TRAINING ATTENDED
Contact Centre Support Training NQF: Level 2
Modules: Contact Centre Culture and Contact Centre Agents Characteristics
Contact Centre Technology
Communication Skills
Stress Management
Telephone Skills
REFERENCES
1. Mr Mduduzi Chili
Supervisor Of the E.C.C / Dispatch at the A.A
+27 799 1533 / +27 72 182 1355
[email protected]
2. Mr Ahmed Khan
Supervisor of the Contact Centre at Regalert
+27 603 8082
[email protected]
3. Mr Muzi Gumede
Supervisor of the Customer Care Centre at Avon/ Justine
+27 73 665 8193
[email protected]
4. Mr Zeid Motan
Supervisor Customer Service Centre at BMW
+27 80 060 0777 / +27 83 212 2156
[email protected]
5. Mr Godfrey Shibyeni
Supervisor at Innovation Gateway
+27 790 6651 / +27 82 854 6306
[email protected]
6. Mrs Fikile Masondo
Supervisor at Rich Rewards
+27 11 394 9909
