1. PRIVATE AND CONFIDENTIAL
CURRICULUM VITAE OF MANDLAKAZI MENGEZELELI
PERSONAL DETAILS
FULL NAME Mandlakazi Mengezeleli
ID NUMBER 7712170641081
MARITAL STATUS Single
Dependants Two
NATIONALITY South African
LANGUAGES English, Xhosa, Sesotho and Zulu
RESIDENTIAL ADDRESS 21067 Tambo Road
Mandela Park
7784
CONTACT DETAILS Cellular 076 2943 163
E-Mail MandlakaziM@rcsgroup.co.za/ mandlakazim@gmail.com
EDUCATIONAL DETAILS
Phandulwazi Agric High School Grade 12:1998
Senior Certificate *
English, isiXhosa, Afrikaans, Biology, Geography, Mathematics.
COMPUTER KNOWLEDGE
Microsoft Office
•Microsoft Outlook
•Microsoft Excel
•Microsoft Word
In-house Systems
Alpha Plus and the (Monitoring screen in Alpha Plus)
Vision 21 and Vision Plus
CSM
Alchemy
Multi Media
Alchemy v9.01
SecureX
Hotlogic
CAREER HISTORY
2012 November to date
Team Leader in the Cards New Business Department Inbound and Outbound.
 Coach and develop team into a high performance culture
 Manage and motivate team members.
 Manage staffing needs, productivity and quality
 Compile productivity records for the team for month end KPI
 Manage Employees by ensuring continuous communication, feedback, motivation and Company
Behaviours are being lived
 Manage Internal and External Customer relationships
 Accurate Reporting
 Ensure company policies and procedures are followed (Performance management, absenteeism etc..)
 Ensure that daily/monthly contact centre targets are met
The conversion for Galaxy accounts from Mr Price to RCS books

2. I was a team leader for the conversion in 2012
 Creating accounts for customers that were converting from Mr Price books to the RCS books
 Create accounts for pay down customers that are not interested in having an account with RCS
 Create accounts for a customers that are interested in continuing with RCS
 Keep track of how many pay down accounts created and customers that wants to continue with RCS
 Keep stats for each agent in the team on how many accounts created on a daily basis to the CCM
 Compiling all the accounts created and report to the CCM at the end of the conversion
April 2012 – November 2012
Team Leader in the Cards Customer Services Department Inbound.
 Ensure daily and monthly targets are met
 Manage and motivate team members.
 Resolve problems within the team, conflicts and disciplinary matters.
 Coach and develop a team into a high performance culture.
 Manage agents by ensuring continuous communication, feedback, motivation and company
behaviours are lived.
 Make sure company procedures are communicated to the team.
Product Specialist in the Cards New Business Department
I served as technical back-up for both consultants and Team Leaders.
 Mentor new intakes (buddy system).
 Make use of Web recall with any product related issues and give feedback to Team Leader.
 Discuss possible training needs with Team Leaders to enhance agent performance.
 Document questions that arise on the floor as well as the answers to questions raised.
 Reviewing and rescoring declined accounts on request from merchants and customers
 Resolution of all queries from the contact centre and merchants
 Assist stores/merchants with application responses.
 Ensure all queries are resolved and escalated to appropriate parties.
 All system issues are logged and relevant parties are notified.
 Manage aux usage of agents in the absence of Team Leaders.
 Monitor CMS and down staff agents when necessary.
 Liaise with customer who comes to Liberty Grande.
 Assist agents with irate customers.
Employment Verifications agent
 Making Outbound calls for employment verification
 Working towards a target
 Making use of outbound log sheets.
 Conversing with customers on a daily basis.
 Verifying and analysing supporting documents of customers to ensure that they are legitimate and in
so doing minimizing fraud within the business.
 Accountable for making the final decision regarding the
 Outcome of a customer’s application.
Helpdesk agent
 Making Outbound calls including telephone management.
 Capturing customers missing information also adjusting accounts
 Verifying all information from the customer as a means of
 Protecting the customer as well as the business from risk.
 Processing applications out of helpdesk data
 Pro-Active support and assistance, email correspondence
 Train new recruits and handling documents with utmost discretion
Inbound agent in Cards New Business (2008 till 2009)

3.  Receive incoming calls from customers and merchants
 Do application follow ups for customers and merchants
 Link cards for customers that applied online and telephonically
RCS Group April 2007 – to date.
Customer Services agent (2007 Nov till 2008)
 Receiving incoming calls from customers and merchants
 Handling of queries telephonically
 Capturing of relevant information on Vision 21 and Citrix
 Updating customer details
 Close accounts as customer request
 Email request queries
 Resending of statements upon request via the statement portal
 Inter plan transfers on request for customers
 Assisting customers on application follow ups
References:-
Ms Nazley Williams
Call centre manageress at RCS
021 597 4532
0832817128/0814117385
Mr Grant Swain
Call centre manager at RCS
021 597 4299
0740533755
Ms. Lisa February
RCS Human Capital
021 597 4393
083 660 5224