Management Information (MI) Analyst with 2+ years of contact-centre experience spanning operational reporting, dashboard development, performance analysis and frontline leadership. Built practical Excel-based reporting tools, prepared weekly and monthly business reviews, and supported managers with actionable performance insights. Known for translating operational requirements into accessible reporting systems and improving team outcomes.
Looking for a job
Caleb Jeffreys
@caljef
Management Information (MI) Analyst with 2+ years of contact-centre experience spanning operational reporting, dashboard development and reporting.
South AfricaExperience
Work history, roles, and key accomplishments
Designed and maintained operational dashboards and reporting trackers to consolidate agent, team, and manager performance information. Prepared weekly and monthly business reviews, led a 15-agent team, and supported complaints oversight and quality monitoring.
Handled inbound customer calls and complaints, resolving complex issues while maintaining accurate case records. Set a then-record for personal daily complaint resolutions, closing 31 complaints in a single day.
Education
Degrees, certifications, and relevant coursework
CD
Curro Durbanville
National Senior Certificate, General
Completed National Senior Certificate (Matric) in 2021.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
South AfricaAuthorized to work in
Salary expectations
30k+ ZAR
Social media
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