Theo Tomassi

About

I have experience in various roles in the customer service industry and am a qualified online English teacher. I believe the skills and the experience that I have gained make me a great candidate for this position. I look forward to hearing from you. If you need ANY additional information, please do not hesitate to contact me immediately. I'm an avid advocate for remote working and have been working from home since 2018, as such have a fully equipped home office set up for any administrative, client service, or teaching opportunities that may present. I am hard-working, punctual, dedicated, and a very patient person, and working independently has sharpened my traits. I’m interested in this position because I’m looking to work with a growing team in a face-paced role.

Experience

Self employed

Mar 2012 – Present

Remote from home

Free Lancer

I owned and managed a few companies I had a dating Website that I sold after a few months to a bigger one that was incorporated into theirs. I had a Web-based business Called gayfriendlysa.com – I advertised gayfriendly companies online. It wasn’t a huge success in South Africa and had to close it. I also trained myself in graphic design and promotional work and did it as a freelancer. Responsibilities: Design of websites, Design of all business print media (business cards, letter heads etc) Writing of press releases, Writing of editorials, Composing and sending out advertising material (emails)

Independent Online Teacher

Aug 2018 – Aug 2021

Remote from home

Online English Teacher

Teaching English to Chinese Children

MPC Connect

Apr 2017 – Jul 2018

Port Elizabeth

Team Leader

Managed a team of Language consultants (Online Teachers)

Amobia Communications

Jun 2016 – Sep 2016

Port Elizabeth

Call Centre Team Leader

Setting targets for both individuals and teams Measuring the performance of both individuals and teams Offering Consultants guidance and feedback Helping to optimise procedures Finding ways to motivate consultants Handling of Client escalations Ensuring that the daily targets are met Ensuring Advisors adhere to company policy, e.g. attendance Updating, and preparing performance reports for, the Call Centre Manager Being responsible for performance management (e.g. setting objectives and reviewing KPIs) Identifying areas of underperformance Creating performance improvement plans Conducting internal reviews Ensuring clear communication across the call centre Putting together business cases for extra funding and technology Creating and maintaining a positive culture Championing quality Compiling of hourly, daily weekly, and monthly reports Assisting consultants with escalations when off duty Monitoring of Network 24/7 and to alert call centre when network is down Assist in call taking in peak periods Training of new staff Assisting in interviewing / appointment process of new staff

WNS

Jun 2015 – Jul 2016

Port Elizabeth

Quality Assurance Team Leader

Collate and update Personal Details of all team members U and x-salary ref numbers QA training schedules / dates / venues PC setup Application / System / Email access Headsets and Splitters Stationary Assessment forms Create/Communicate/Amend/Implement Processes and Procedures Distribution and updating of daily allocations Example of how to calculate daily targets Daily checklist Managing SLA of team targets One on one coaching Start up meetings Customer Complain escalations Telkom - WNS escalations and trends Creating and updating trackers and templates Attendance Registers Administrating leave and sick leave Admin and filing Performance Management monthly KPAs Disciplinary Procedures - Informal, Formal, Record of discussions, Back to Work Interviews of new employees in the QA Department Meetings, Audits and Disputes Reports and Analysis Minutes of meetings Keep track over Quality Induction training sessions for new intakes Keep track of staff movement / new intakes / training Mentorship programs Upskiling stand-in Team Leaders Calibrations Quality Initiatives Email Compliments or excellent customer service Support - Team, Ops and Quality Group Manager Quality Care Boxes Designer, editor, main contributor, and researcher for material of the Q Buzz Newsletter for the Port Elizabeth and Durban branches. Content Developing on Quality Assurance training material. Compiling of daily, weekly and monthly reports.

PLP

Feb 2011 – Jan 2012

Johannesburg

Quality assurance Facilitator/ Sales Call centre administrator

QA Responsibilities: Quality Assurance Duties/ Responsibilities: Managing daily monitoring of all calls to meet Call Quality Compiling reports on training gaps to be filled Fraud prevention Compiling of training material, and the training new agents in line with QA policies and procedures Coaching Agents on performance and issue performance management documents on QA as needed. Sales Call Centre administrator: Allocation of leads to agents Leads reports Assist in interviewing new sales staff Handling of personal documents of agents Calculating Commissions/salaries of agents (230 agents) Ad hoc tasks given by Call Centre managers

FNB Card

Apr 2007 – Aug 2008

Johannesburg

Quality Assurance Controller

Responsibilities: Quality Assurance Duties/ Responsibilities: Managing daily monitoring of all calls to meet Call Quality: 10 calls per agent per month Compiling reports on training gaps to be filled Prepare the daily sales report Fraud prevention Compiling of training material, and training new agents in line with QA policies and procedures 2nd in charge in QA department Weekly/daily coaching of agents when target scores not met Conducting 1 on 1 with agents to improve performance

MTN

Sep 2004 – Mar 2007

Johannesburg

Call Centre Executive and Quality Assurance Controller – VIP Call centre

Planning and prioritizing activities to improve the quality/key measurable activities in the call centre and department through: • Assist in Coordinating and arranging Quality week. • Researching on the internet on Quality related issues. • Design of motivational material for the VIP call centre 1 on 1 Feedback/Coaching with the agents on their Quality scores obtained Managing daily monitoring of all calls to meet Call Quality Compiling of reports on Quality progress Compiling reports of training gaps to be filled Compiling of Monthly reports for VIP QA scoring Responsible for the Quality scoring of the VIP Call Centre Compiling of Business unit report on VIP Quality department QA Management Experience: 2nd in charge in QA department. Weekly/daily coaching of agents when target scores not met Quality Project Coordinator: Project Chappie welcome and courtesy calls Assisted in the design of the Quality score Standard Compiling of the script; used by agents. Calibration of calls done by outsourcing QA Reps Spot evaluations are done on calls by agents. Handling of all Customer complaints received Have to ensure that all quality aspects and reports are being done and that the quality standard of 90% is being maintained Weekly/daily coaching sessions done with outsourced agents and Team Leaders Compiling of; weekly progress reports Identifying problem areas and implementing solutions Management Reports: Listening/evaluating to internal calls between agents to confirm if it is work-related. Listening/evaluating to External calls to confirm if it is work-related Assist in the Compiling of BU (monthly) Report for the Quality assurance department Report on Problem areas for the month, by drawing Call codes Report Transfer calls Report Absenteeism report, weekly and monthly Sunshine report (Weekly): High-level customer complaints received from Senior Manager to reach an amicable resolution Reports compiled on resolution obtained

Education

MIDDELBURG Technical College

Jan 1996 – Jun 1997

N5 Business Management, Business studies

MIDDELBURG Technical College

Jan 1995 – Jun 1995

N4 Marketing Management, Business studies

MIDDELBURG Technical College

Jan 1993 – Dec 1994

National Senior Certificate, Business studies

Skills

Languages