Experience

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  Telkom

  Mar 2008 - Dec 2014

  Daily: Team headcount, Attendance register, SAPManagement, Daily Huddle Meetings, Update Whiteboards, Track and manage deviations, Address agents deviations, Address Transgressions, AP Report and reconciliation, Attend Daily managers meetings, OET contribution, Daily K-Log reports – Reconciliation, Customer Escalations. Managing retentions for customer contract renewals (Outbound) Weekend schedules.Weekly: Timesheets validation as per sign in / out reports, Staff notification of performance to agents, Track / Monitor progress of agents who are under performing, performance improvement objectives for next week, and SAP vs EAP correction in conjunction with FAST. Manage availability, Weekly Klog reconciliation, AP report reconciliation.Monthly: PEP performance review and feedback for all agents (Paper Trail), Fast reconciliation (SAP & AP), SAP shift codes before salary run, Engage with QA’s in monthly OET calibrations, Presentation on team performance and contribution (as per PEP contract), Coach staff according to the training received, OET contributions (5 calls per month). Monthly shift rosters. Show less

  • Operations Manager

    Sept 2012 - Dec 2014

  • Ops Specialist

    Mar 2008 - Aug 2012
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  Bt

  Feb 2015 - May 2015

  1st line support advisor
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  Amazon web services (aws)

  Jun 2015 - now

  Serious Interwebs Watchers😂☢ Interwebs Watchers😂☢ Security Billing & Accounts

  • TSS @ AWS Trust & Safety

    Dec 2021 - now

  • TCSA @ AWS Trust & Safety

    Jun 2017 - now

  • TCSA Abuse

    Jan 2017 - now

  • TCSA CORE

    Jun 2015 - Jun 2017