Ellencia Silenga

Ellencia nomalizo silenga

CAREER OBJECTIVES

To establish myself in a company where my extensive training and experience can be fully utilized. To pursue a career path that demonstrates growth, to be part of a motivating team that is interested in growing people, developing leaders and is committed to making a measurable difference in people’s lives.

PERSONAL PROFILE

I am very organized, driven, adaptable, flexible, and resilient and enjoy a challenge, I am an individual who enjoys meeting new people, embracing change and sharing ideas. I appreciate team dynamics and interaction as well as working independently. I am a hard worker, a go-getter, reliable and very committed to everything I do. I possess the ability to multitask and I can prioritize work to be done, I am assertive, innovative, resilient, I possess the ability to identify and resolve problems, I thrive under pressure, have excellent customer service skills, good communication skills (written & verbal). I have good people skills to deal with clients at various levels, telephone etiquette.
Experience
april 2018-todate
Email supervisor, MTN sa-Digital care
Number of subordinates: 15 Members

Duties

§ Assist the team with email escalations.

§ Handle executive complaints.

§ Prepare daily performance report and share it with senior management and employees.

§ Manage the register (attendance) and update absenteeism on the system.

§ Prepare shrinkage report daily, weekly and monthly and share with management.

§ Communicate productivity with the team daily, weekly and monthly.

§ Send productivity updates to the floor every 2 hours.

§ Conduct weekly reviews with bottom performers to help improve their performance.

§ Develop personal development plan (PDP) for employees.

§ Conduct monthly reviews with the team to track monthly performance.

§ People engagement addressing key concerns).

§ Performance Management (Implement personal improvement plan).

§ Conduct team meetings monthly and save the meeting minutes on the share drive.

§ Have input on the KPI’s reviews.

§ Adhoc projects.

§ Identify shortcomings within the business or department and come up with innovative ideas to close them.
January 2016 – March 2018
credit controller, MTN SA-credit management

Duties

§ Call customers to secure payment arrangements (PAR/PTP).

§ Perform all relevant administrative tasks related to the rehabilitation and retention of clients who have cleared their arrears.

§ Ensure inbound and outbound answer rate and service levels are achieved.

§ Assist with tracing of clients and conducting investigations for the debt collection process.

§ Assist with fraud investigations, assist with minimizing collections costs.

§ Overcome obstacles encountered by using previously learned methods of solution.

§ Improve methods of carrying out work.

§ Prioritize work to ensure deadlines are met.

§ Ensure that all documentation for the collection process is accurate and in place.

§ Maintain accurate records of all transactions in the Collections department.

§ Assist with the performance reports.

§ Gather important information regarding customer issues and resolve or escalate to the Collections Supervisor if necessary.

§ Respond to customer queries in line with set guidelines.

§ Escalate unresolved queries timeously.

§ Attend to customer queries within agreed Service Level Agreements.

§ Ensure that customer specifications are met, and that the customer is satisfied with the end service.

§ Deliver first time right service excellence.

§ Always maintain customer confidentiality.

September 2013 – January 2014 (5 Months)
Acting Supevervisor, MTN SA-customer operations
173 call centre High Value
Number of subordinates: 13 Members

Duties

§ Conduct weekly/monthly reviews on performance.

§ Conduct AHT and call analysis for bottom performers.

§ Evaluate calls (108 calls monthly).

§ Monitor time & attendance.

§ Conduct team meetings once a month.

§ Schedule adjustments.

§ Monitor leave.

§ Manage team performance.

§ Assist other teams (if their Supervisor is off, sick or on leave).

§ Assist with email escalations from management and supporting departments.

§ Assist manager with different projects.

§ Assist walk in customers.

§ Resolve system interruptions.

§ Communicate overall daily performance to management and the floor.

October 2011- December 2015
173 Call centre agent, MTN SA-customer operations
Duties

§ Courteously and timeously answer all inbound telephone calls.

§ Strive to make callers feel valued and important.

§ Attend to queries and needs of callers as required within procedures.

§ Provide help with all basic prepaid product and service-related queries, handset, data, coverage and related queries.

§ Load all products and services on the systems as required by customers as dictated by company policies and business rules.

§ Ensure accurate logging of all calls.

§ Escalate any anomalies.

§ Maintain customer relationships.

§ Improve methods of carrying out work through on the job concrete experience.

§ Ensure that resources of time, skills, equipment and materials are neither wasted nor misused.

§ Support the work performed by others.

§ Perform ad hoc projects on an occasional basis as required.

§ Continuously improve knowledge around new technology in cellular telecommunications.

§ Follow up on escalated queries and provide continuous feedback to customer queries.

October 2010- October 2011
Consumer relations agent, Conexus (P&G SA)
Duties

§ Taking calls from inbound consumers.

§ Follow up calls every week to provide feedback to customers

§ Ensure that all calls are conducted in a professional and friendly manner

§ Meeting the quality standards set by the company.

§ Reaches daily set targets (productivity quota & quality targets)

§ Obtain all Service Level targets as per individual client’s statement of work.

§ Ensures that the data quality as per each client statement of work is as per the required standards and refer to statement of work for requirements.

§ Ensure all policies and procedures based on each client are strictly adhered to.

§ Handling enquiries via email and resolve complaints via email.

§ Follow up on emails until the query is resolved.

§ Notify consumers on samples received and update data on the system.

§ Provide consumers with feedback on samples received (feedback from the plant).

§ Create fulfillment or vouchers to reimburse consumers accordingly.

§ Follow up if vouchers are received.

§ Asks questions as posed from the interview.

§ Adheres to structure of interview (should be conversational).

§ Updates system with customer responses.

§ Complies with internal policies & procedures.

§ Sending requests for registered mail to be arranged by supervisor.

§ Sending requests for courier to collect samples/devices/items.

§ Sending requests for courier to deliver vouchers/devices/items.

January 2005- January 2009
sales and service consultant, WMG (STANDARD BANK)

Duties

§ Going out to the field to provide service to clients (Home loan applications)

§ Maintaining relationships with different companies under our portfolio

§ Securing appointments for consultants.

§ Capturing home loans applications

§ Vetting applications before submitting for approval

§ Follow up on outstanding documents

§ Update info outstanding documents.

§ Follow up on submitted applications (awaiting approval).

§ Provide feedback to clients once the payment has gone through.

§ Take calls as per normal, assist with escalated supervisor calls.

§ Email escalations from the team I belonged to.

§ Resolve complaints and customer enquiries.

§ Assisting to capture customer applications from consultants (Home loans).

§ Vetting applications before submitting for approval.

§ General Admin work.

§ Sending SMS notifications to clients to provide updates.

§ Update customers on the status of the application if approved or declined.

§ Follow up every stage of the process until pay-out of the home loan.

§ Advice customers when the payment was processed.

January 2002- june 2003
sales and service consultant, AFRICAN BANK

Duties

§ Assisting clients with personal loans.

§ Maintaining relationships with companies allocated to me.

§ Capturing applications.

§ Follow up on submitted applications.

§ Provide feedback to clients on both approved and declined applications.

§ Canvassing.

§ Conduct Promotions.

Education
Bcom Degree in business management
Da Vinci university
Year 1 completed 2018 (NQF Level 7)

Year 2 completed in October 2019 (NQF Level 7)

Year 3 Started iN October 2019 – concluding iN September 2020

Business Management| Business Ethics| Management of Technology| Management of Innovation| Managing systems Way| Retail Management| ICT- Information Communication and Telecommunication Management| Work Based Challenge (Identify gaps within the MTN business, conduct research, innovate to close the gaps). CAR-Revisiting My Career (Project Based and Coaching Engagement).

management of technology and innovation
Da vinci university
Higher certificate completed (NQF Level 5)
Jan 2016

· Innovative

· Negotiation skills

· Coaching

· Motivation

· Leadership development

· Decision making

· People skills

· Analytical

· Resilient

· Results driven

· Relationship builder

Activities
I sit in the Innovation Council of MTN Customer Operations (CEX), essentially, our function as a council is to gather and harvest innovative ideas from employees, take them through a selection process and implementation. We are also responsible for encouraging and fostering an innovative culture in a work environment as well as recognizing and rewarding innovators accordingly.

ACHIEVEMENTS

Digital Care-Email was calculating productivity manually when conducting monthly reviews, I took on KPI’s (Key Performance Indicators) Integration project which was successful, productivity is now auto calculated by the QlikView system.

Digital Care had a challenge of poor performance.

I introduced a weekly review template that shows daily productivity of the email agents for visibility and tracking purposes. The template assisted supervisors to track and monitor daily and weekly productivity of the team which in turn improved the performance across the Digital Care department.

Came up with recognition and rewards structure for Digital Care. I am a member of CEX Innovation Council and I came up with recognition and rewards structure for the innovation council which will be used to reward the innovators. Came up with the idea of hosting MTN Innovation Day quarterly to foster innovation culture in Customer Operations Division, to encourage all the employee to submit all their ideas to the innovation council.

The staff was demotivated, and the morale was low, I encouraged the staff to study and take the initiative to develop themselves. Last year (2018) I got 7 out of 15 subordinates who registered with Wits University and obtained online courses and obtained the certificates, and this year (2019) I have 8 out 15 subordinates who are currently studying in line with their career path.

The Digital Care: Email department had a backlog; the workload increases due to several factors (that is closing a couple of email addresses which were temporarily created for campaigns or promotions etc.). We took on the workload without increasing the headcount within the department, there was no balance between the workload versus the headcount. So, I came up with the idea to pilot the work from home (WFH) for the purposes of eliminating the backlog with the intention to implement it on a permanent basis. I identified self-managed employees in possession of personal laptops to work from home for the duration of three months, that is from September till November 2019 (while we are still awaiting the budget to be allocated for the permanent usage of the work laptops for the WFH project). At the end of the WFH pilot project, the productivity tremendously increased and the numbers began to decrease, and we ultimately eliminated the backlog without the necessary or required headcount.

IT SKILLS & LANGUAGES

INTERESTS

Singing, reading , travelling, playing pool, and fashion.

REFERENCES

MTN SA – Tlalane Moletsane

083 212 8746

Conexus (P&G) – Gail Golding

083 212 8718

Ellencia Silenga Digital Care: Email Supervisor

Education

Experience