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Thobekile Mathe

@thobekilemathe

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Detail-oriented Quality Assurance Specialist with a passion for data analysis.

South Africa

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What I'm looking for

I am looking for a collaborative environment that values data-driven decision-making and offers opportunities for professional growth.

I am a motivated and detail-oriented professional with an Advanced Diploma in ICT and a Diploma in ICT in Business Analysis. Currently, I serve as a Quality Assurance Specialist at CCI South Africa, where I have over two years of experience ensuring high standards of customer service and operational efficiency. My strong foundation in data analysis, problem-solving, and process improvement has enabled me to excel in fast-paced environments.

In my current role, I am shadowing the Business Intelligence (BI) team to gain hands-on experience in data analysis, reporting, and BI tools. I assist with data collection, cleaning, and analysis tasks, contributing to ongoing projects. My goal is to leverage my analytical skills and business acumen to drive data-driven decision-making and enhance business performance in a dynamic and collaborative work environment.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurer

Current

CCI South Africa PTY LTD (Viking)

Nov 2022 - Present (2 years 7 months)

Analyzed call data and metrics, identifying trends and areas for improvement while providing recommendations to management and clients. Monitored agent compliance with regulatory requirements and provided constructive feedback on performance.

Quality Assurance Data Analysis CRM Report Writing Compliance Monitoring Customer Satisfaction

Current

Shadow Work Business Intelligence Team

Current

CCI South Africa PTY LTD (Viking)

Feb 2025 - Present (4 months)

Shadowed the Business Intelligence (BI) team to gain hands-on experience in data analysis, reporting, and BI tools. Assisted with data collection, data cleaning, and analysis tasks to support ongoing projects.

Power BI Excel Data Analysis Data Cleaning Report Writing Data Warehousing ETL Processes Data Modeling

Customer Service Specialist

CCI South Africa PTY LTD (Metro PCS)

Apr 2022 - Nov 2022 (7 months)

Responded to customer inquiries, resolved issues, and provided solutions while adhering to quality and compliance standards. Processed customer orders for telecommunications products and services, including activations, upgrades, and downgrades.

Customer Service Technical Support Order Processing Telecommunications CRM Compliance Problem Solving

Cashier and Expediter

Colefax Trading PTY LTD (KFC)

Oct 2012 - Mar 2018 (5 years 5 months)

Achieved a customer satisfaction rate of over 90% and managed an average of 150 transactions daily with minimal errors. Contributed to a 30% increase in team productivity by streamlining order processing.

Customer Service Order Processing Team Collaboration Problem Solving Time Management Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

Durban University of Technology

Diploma, Information Communications Technology in Business Analysis

Focused on Business Analysis Fundamentals, Requirements Gathering and Analysis, and Business Process Modelling. Acquired skills in Data Analysis and Visualization, Systems Development Life Cycle (SDLC), and Project Management. Also covered IT Governance and Compliance, and Agile Methodologies.

Durban University of Technology

Advanced Diploma, Information Communications Technology

Studied Data Structures and Algorithms, Database Systems, Object-Oriented Programming, and Systems Analysis and Design. Gained knowledge in Web Development, Project Management, Applied Mathematics, and Business Intelligence.