Veronica Teboho Mahlakeng
Real Time Analyst
Kuala Lumpur,14
Summary
Dynamic Workforce Real Time Analyst at Concentrix with expertise in queue management and staffing adjustments. Enhanced customer satisfaction through effective real-time data analysis and improved service levels. Proficient in Adobe software, demonstrating strong communication skills while tutoring non-native English speakers. Committed to optimizing operations and fostering a positive work environment. Known for reliability, clear communication, and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Workforce Real Time Analyst
Concentrix
08.2024 - Current
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Increased customer satisfaction scores by effectively managing the real-time queue, ensuring prompt response times to inbound calls.
- Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
- Addressed employee concerns with schedule changes; ensuring a transparent and fair process for all involved parties.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Prepared and maintained reports.
- Managed overtime, shift swaps, breaks and PTO requests.
Advisor 1- Customer Service
Concentrix
09.2022 - 07.2024
- Understand customer enquiries and respond via applicable channels: email, chat, and call backs.
- Understand customer enquiries and ensure they are answered or routed through the appropriate support channel.
- Manage customer escalations and ensure that these are answered, tracked, and escalated as required.
- Perform all procedures accurately, including following Facebook documented call flows, work processes, data entry requirements, and complaint management processes.
- Ensure all SLAs are met accordingly.
- Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied
- Provide a high level of professionalism and competent customer service.
- Communicate effectively with customers in a friendly and polite manner following the Facebook processes.
- Read, write, and speak fluently and spontaneously in both English and, for native speakers, in their native language.
OPEN ENGLISH EFL/ESL TEACHER
MPC Connect
02.2022 - 08.2022
- Educated students in basics of English grammar and conversational speaking.
- Conducting needs assessments of students to determine best approach.
- Deliver lessons online.
- Tracking and reporting students progress.
- Ensuring cubicle equipment’s are in good working condition before each class.
- Supported language development for non-native speakers by providing one-on-one tutoring sessions tailored to individual needs.
- Provided targeted instruction on pronunciation, intonation, and accent reduction to enhance students'' overall communication skills in English.
- Promoted critical thinking to build subject engagement and interaction.
Graphic Design Intern
Novux SDN BHD
07.2019 - 10.2019
- Used Adobe Photoshop, Adobe Illustrator and Adobe Indesign to develop new images.
- Developing and producing content for the company website and catalogue.
- Responsible for producing and maintaining social media content.
- Interior and exterior photography for the company e-commerce website.
- Part of the team that organises company events.
- Engaged with clients and made sure they were provided the best services.
- Provided layouts for catalogues, banners, envelopes, posters etc.
VIP Concierge and Waitress
Marula Lounge (South Africa)
12.2015 - 12.2016
- Engaged with our customers to understand their needs quickly and efficiently whilst maintaining excellent customer experience
- Logged in all incoming deliveries and stock taking.
- Part time inventory control.
- Communication with suppliers.
- Server.
Education
No Degree - Teaching English As A Second Language
Gloal Language Training
Remote04-2021
Bachelor of (hons) Digital Graphic Design - Visual Arts
University Selangor (Unisel)
Bestari Jaya11-2020
Skills
- Workforce management
- Service level agreements
- Staffing adjustments
- Queue management
- Tutoring
- Adobe software
- Photography
Timeline
Workforce Real Time Analyst
Concentrix
08.2024 - Current
Advisor 1- Customer Service
Concentrix
09.2022 - 07.2024
OPEN ENGLISH EFL/ESL TEACHER
MPC Connect
02.2022 - 08.2022
Graphic Design Intern
Novux SDN BHD
07.2019 - 10.2019
VIP Concierge and Waitress
Marula Lounge (South Africa)
12.2015 - 12.2016
No Degree - Teaching English As A Second Language
Gloal Language Training
Bachelor of (hons) Digital Graphic Design - Visual Arts
University Selangor (Unisel)
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