Michelle Hlongwane

Experience

• 

  Rayro Stores- Centra

  Jun 2015 - May 2016

  Deli Assistant

  serving customers, cooking, haccp, cleaning, etc

• 

  River Island

  Nov 2015 - Sept 2016

  Sales Advisor

  Customer Service Housekeeping duties Stock room control Click and collect Maximizing sales Sizing and organising Accomplishments Up Sales Up Store order Great customer service Skills Used Communication Listening Patience/self control Flexibility Interpersonal Positivity Time

• 

  TOP MODEL WORLDWIDE LIMITED

  Jan 2016 - Apr 2017

  Fashion Model
• 

  MovieExtras.ie

  Nov 2016 - Jun 2018

  Actor
• 

  HCL Technologies

  Dec 2016 - Oct 2017

  Customer Service Executive

  •Handling inbound customer calls and queries through to resolution with focus on first-time resolve • If required, after taking all steps to support a resolution with customer – escalate calls upwards efficiently to next level for fast resolution and maintaining customer satisfaction. • Deal efficiently & effectively to all customer queries whilst maintaining call quality through every call at all times.•In my role as first point contact with customer – ensuring to channel upwards to Management any repeat issues immediately along with regular feedback forums with Management the purpose of regular customer contact – to enable to wider team review processes etc. to enable change and continuous improvements • Maintaining call quality on every call – at all times demonstrating constant excellent customer service in every engagement. • Calls are monitored and feedback is given to support continuous improvement with call handling. I would be responsible to effect all recommendations with always a focus on continuous improvements. • Keeping customer informed (KCI) – in accordance with set KPI’s while customer queries/escalations are being resolved. • NPS – responsible for NPS surveys and results – linked to customer experience. • As I evolve to a more experienced executive I will naturally become involved with reviewing methods on continuous improvement on the whole customer experience, my contributions and inputs play a valuable role. • Reaching & excelling all targets as outlined by my manager • Additional duties required as the role evolves. Show less

• 

  Castannettenow

  Jun 2018 - Jul 2023

  Actor

  Agent

• 

  PokerStars

  May 2019 - Feb 2020

  Administrative Assistant
• 

  Cognizant

  Feb 2020 - Feb 2023

  • Quality Analyst

    Mar 2022 - Feb 2023

  • Senior Process Executive

    Feb 2020 - Mar 2022
• 

  Cora Systems

  Jan 2023 - May 2023

  Software QA Tester

  - Working on Web based SaaS technologies, a mixture of frameworks, environments and processes- Maintaining legacy projects- Liaising directly with customers to troubleshoot, review and respond to their queries and issues-Working closely with development and support teams to ensure quality throughout the software development cycle- Triaging, logging and testing issues- Gathering and documenting technical data

• 

  WorkCompass

  Feb 2023 - Jul 2023

  Junior QA Engineer

  - Assisting Software Engineers and the Product Team to deliver high quality software solutions.- Working closely with the Lead Developer in establishing a test strategy.- Analysing and setting up test standards and procedures.- Reviewing requirements and track metrics for quality assurance.- Designing, developing and executing test automation processes for existing and new product functionalities.- Identifying test coverage, requirement gaps and risks from the requirements review process, while implementing requirements traceability throughout the project life cycle.- Developing an understanding of the product and creating related test plans, which include testing schedules and resources required.- Focusing on solution-oriented approach and identifying complete end-to-end testing needs.- Analyzing defects functionally and technically before communicating back to Software Engineers.- Facilitating problem tracking and resolution.- Performing regression testing as necessary before releasing to customers.- Planning and coordinating quality inspections.- Conducting tests and documenting test results.- Writing specifications in collaboration with Software Engineers and the Product Team.- Maintaining the documentation of test cases. Show less

• 

  Red Kite Talent

  Jul 2023 - now

  Actor
• 

  Cora Systems

  Aug 2023 - now

  Software Test Engineer