Dudzai Madzivire
@dudzaimadzivire
Quality Assessor at Intellicell monitoring customer interactions and coaching agents to improve service delivery.
South AfricaWhat I'm looking for
At Intellicell, I monitor and evaluate call-centre interactions against quality standards, assess customer handling and compliance, and maintain accurate assessment records.
I analyse quality data, report on trends and performance gaps, and provide feedback and coaching to agents. I also recommend practical process improvements based on recurring customer-service issues.
Previously at Intellicell, I was a Call Centre Sales Team Manager, Sales / Customer Care Team Leader, and Sales & Customer Care Consultant. I also worked as a Telesales Consultant at Pouchel Holdings Group, promoting cellular services and assisting customers.
Experience
Work history, roles, and key accomplishments
Quality Assessor
Intellicell
Oct 2021 - Present (5 years 1 month)
Monitors and evaluates call-centre agents' interactions to ensure adherence to quality standards. Provides feedback and coaching to improve service delivery and identifies process improvements.
Call Centre Sales Team Manager
Intellicell
Oct 2019 - Sep 2021 (1 year 11 months)
Led and motivated a sales team to achieve revenue targets, set goals, and monitored performance. Provided coaching, analyzed sales data, and prepared reports for senior management.
Sales / Customer Care Team Leader
Intellicell
Jan 2017 - Sep 2019 (2 years 8 months)
Supervised sales representatives in a call-centre environment, set targets, and monitored performance. Provided coaching, resolved escalations, and ensured adherence to procedures.
Sales & Customer Care Consultant
Intellicell
Jan 2014 - Dec 2016 (2 years 11 months)
Built customer relationships, drove sales, and provided professional service. Answered enquiries, identified sales opportunities, and maintained accurate records.
Telesales Consultant
Pouchel Holdings Group
Aug 2013 - Dec 2013 (4 months)
Promoted and sold cellular services, explained contract terms, and answered customer enquiries. Achieved sales targets and maintained accurate records.
Education
Degrees, certifications, and relevant coursework
University of South Africa
Programme in Customer Service Management, Customer Service Management
2018 - 2019
Completed a Programme in Customer Service Management, focusing on customer service principles and management practices.
NEC High School
G.C.E. Advanced Level, General Education
2001 - 2002
Completed G.C.E. Advanced Level studies, providing a strong foundation for further education and professional development.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Salary expectations
Social media
Job categories
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