REGINAH KWANTLE
Contact Centre Supervisor
Gaborone,Kweneng
Summary
I am motivated, organized and hard worker with excellent analytical and organizational skills, self-driven person seeking position which offers career development opportunities. I strive to be the best employee and to use my competencies and experience to the best of or organization’s growth, I have more than 5 years of experience in Campaigns & business performance analysis especially in a Call center environment (outsourced), I am passionate about working in a pressurized environment to attain effective and efficient performances.
Overview
10
10
years of professional experience
Work History
Call Centre Supervisor
Medical Rescue, Campaign
02.2022 - Current
- Responsible for analysis & management of data to produce KPI performance reports and trends which speak to our strategy initiatives
- Responsible for the weekly reporting presentation of all Multichoice performance e.g., Contact rate (Quality of Service), attempted and successful calls/agent, Quality Assurance score etc
- Contribute to the yearly departmental budget forecasts and monitor performance data against budgeted figures
- Responsible for all outbound campaigns from design and planning to delivery and reporting
- Prepare weekly and monthly reports
- Keep management informed on issues and problems
- Supervising 33 agents at maximum
- Ensuring that all agents meet/achieve their daily, weekly and monthly set targets.
Call Centre Trainer
Medical Rescue
09.2021 - 02.2022
- Orange Botswana Campaign)
- Responsible for training new staff and supporting experienced employees to improve their performance
- Conducting training sessions, identifying gaps and ensuring staff members stay motivated
- Creating and managing the training budget
- Ensuring employees keep their productivity and maintain high level of customer satisfaction
- Design an effecting training plan and training report.
Call Centre Team Leader
Medical Rescue
12.2017 - 09.2021
- (Orange Botswana Campaign)
- Supervise a team of 30+ agents and ensure that they reach their prescribed targets
- Responsible for scheduling of shifts among agents
- Tract team performance on a daily, weekly and monthly basis and submit ideas and solutions for service based on periodic performance as well as outcomes of production by the team
- To populate agents reports and documenting customer complaints
- Identifying agents’ weaknesses and recommend remedy
- Floor walking and side by side monitoring of individual members performance, identify gaps and recommend.
Call Centre Agent
Oseg Group and Medical Rescue
03.2014 - 12.2021
- Orange Botswana Campaign)
- Receiving inbound calls from clients
- Provide support to customers, handle queries and provide solutions
- Creating and registering customer accounts on CRM (perform data entry associated with customers)
- Be familiar with information about products and services to ensure customers are given correct information
- Identify customer issues and escalate them within acceptable prescribed time
- Complete calls logs and reports
Education
Honours Diploma - IT & Business Skills
Botho University
2011
Certificate of Attendance for Communication and Study Skills - undefined
Botho University
2008
Certificate of Attendance for Personal Management Course Level 2 - undefined
Botho University
2011
Skills
- HARD SKILLS
- DATA ANALYSIS
- POWER POINT
- MICROSOFT WORD
- MICROSOFT EXCEL
- SOFT SKILLS
- COMMUNICATION SKILLS
- ORGANIZATION
- TEAM PLAYER
- CREATIVITY
- SOCIAL
- Call Centre Supervisor
References
REFERENCES
Mr Digaan Lenong
Medical Rescue International
HEAD OF Prime Connect Contact Center
Cell: 72899764 Email: nnamamce@mri.co.bw
Mrs. Nellie Namame
Medical Rescue International
Call Centre Manager
Cell: 71319591 Email: nnamamce@mri.co.bw
Mr pako Mosweunyane
Medical Rescue International
Call Centre Supervisor
Cell: 74300449 Email: pmosweunyane@mri.co.bw
Timeline
Call Centre Supervisor
Medical Rescue, Campaign
02.2022 - Current
Call Centre Trainer
Medical Rescue
09.2021 - 02.2022
Call Centre Team Leader
Medical Rescue
12.2017 - 09.2021
Call Centre Agent
Oseg Group and Medical Rescue
03.2014 - 12.2021
Honours Diploma - IT & Business Skills
Botho University
Certificate of Attendance for Communication and Study Skills - undefined
Botho University
Certificate of Attendance for Personal Management Course Level 2 - undefined
Botho University
Similar Profiles
Martin AmaechiMartin Amaechi
Mine Site Registered Nurse/Medic at MSS Strategic Medical And RescueMine Site Registered Nurse/Medic at MSS Strategic Medical And Rescue
James PooleJames Poole
Threat Liaison Officer (TLO) at Tempe Fire Medical Rescue DepartmentThreat Liaison Officer (TLO) at Tempe Fire Medical Rescue Department
Anna Hamel, LSWAnna Hamel, LSW
Clinical Social Work Intern at Paws Chicago: Rescue And Recovery Medical CenterClinical Social Work Intern at Paws Chicago: Rescue And Recovery Medical Center