EduCourse Houston

Alison Houston’s Profile

alison.houston@icloud.com

+27 81 519 5250

About Me

KwaZulu-Natal, Durban Region, Durban,

Durban North English

36yo Coloured Female with no disability

My Career Status

Current / Most Current

Quality Assurance Agent with total work experience of 5 to 10 years

Highest Qualification: Grade 12 / Matric

R60,001 – R120,000 pa

Notice Period / Availability

Immediately

South Africa Citizen, ID 8503270xxxxxx B – Light Vehicles up to 3,500kg

Next

Office administrator or receptionist or office support in

• KwaZulu-Natal, Durban Region.

Company Position DurationThe Unlimited Quality Assurance Agent Nov 2010 – Dec 2013

DR GN Chidi Office Manager Billings Clerk Apr 2010 – Oct 2010 The Unlimited World Quality Assurance Assistant Nov 2009 – Apr 2010 Avon Group Sales Leader May 2009 – Mar 2010 Immploy Recruitment Data Administrator Dec 2007 – Jun 2008 HBZ Bank Data Capturer Sep 2007 – Oct 2007 Hyprop Investments P.A Dec 2006 – Jun 2007 Old Mutual Properties Assistant to Financial Manager Oct 2005 – Apr 2006 Advocates Group 508 Legal Secretary PA Sep 2004 – Oct 2005 BRM Clothing Factory Sales Assistant Jun 2000 – Jan 2001

My Skills

Expert / Specialist

• Genisys – Unlimited World Call Centre Program

• Mededi – Medical Billing

Advanced

• H+ – Banking Program

• Ms Word

Solid

• 7i – Property Program

• Mri – Property Management

• Internet Explorer • Microsoft Outlook

• Microsoft Excel • Rocket Recruitment

• Microsoft Powerpoint • SAP

My Employment

Quality Assurance Agent at The Unlimited

Nov 2010 – Dec 2013

Permanent Junior position in KwaZulu-Natal, Durban Region

Preparing for a call:

Log on to a system called Genisys

Draw an SQL report for sales made the previous day

Extract policy number from the SQL report on to Genesis as member search

Adjust necessary systems in order to locate sales voice logs Auditing a Call

Open scorecard pertaining to the relevant product

Open a daily report spreadsheet

Listen to the call

Whilst auditing a call, amend any details that is incorrect, or left out

Differentiate where necessary and understand the underlying tone of the call (Devious vs. Integrity) * Complete fields on scorecard (Rate Call)

Verify Zero tolerance (Integrity Breach) Calls

Forward to Team Leader to verify

Re-Visit specific parts

Compile feedback as per sales word verbatim as per agent

Highlight areas of concern

Provide solutions via feedback

Attach basic feedback under comments in Genesis Consult with other evaluators to provide a weekly trend report for all call Centre’s

Depending on the severity of problems of sale, meaning if it’s a Integrity Breach, provide feedback * immediately, to be verified

100% Accurate and high attention to detail on all calls

Investigate fraudulent sales and fraudulent agents and thereafter provide accurate feedback to QA Assistant Manager

Assisting with Team Leader duties when Team Leader isn’t available

Duties include: –

Verifying SHR Sales (Strategic High Risk)

Assisting team with queries

Dealing with queries from Sales floor

Dealing with queries from the Customer Care Department.

Updating and releasing Team Leader control

Assisting with Administrator duties when Office Administrator is not at work

Duties include: –

Update Database (work done by all staff the previous day)

Check that there are no errors on evaluations submitted (+-500 per day)

Once Database has been updated, compile reports and send out to relevant owners (Call Centre Managers)

CONTACT PERSON : Marina Taylor

CONTACT NUMBER : 0670969396

Reason for leaving: Department closed down

Office Manager Billings Clerk at DR GN Chidi

Apr 2010 – Oct 2010

Temporary Management position in KwaZulu-Natal, Durban Region

• Extensive PA work

• Medical accounting

• Typing of specialist medical reports

• Staff management

• Theatre bookings

• Arranging doctors schedule

• Providing feedback to medical aids on patients well being

• Liaising with various medical aids and pharmacies about patients chronic medication

• Assisting patients with completion of chronic forms and getting them registered

Reason for leaving: End of Contract

Quality Assurance Assistant at The Unlimited World

Nov 2009 – Apr 2010

Permanent Junior position in KwaZulu-Natal, Durban Region

Preparing for a call:

• Log on to a system called Genisys

• Draw an SQL report for sales made the previous day

• Extract policy number from the SQL report on to Genesis as member search

• Adjust necessary systems in order to locate sales voice logs

Auditing a Call

• Open scorecard pertaining to the relevant product

• Open a daily report spreadsheet

• Listen to the call

• Whilst auditing a call, amend any details that is incorrect, or left out

• Differentiate where necessary and understand the underlying tone of the call (Devious vs. Integrity)

• Complete fields on scorecard (Rate Call)

• Verify Zero tolerance calls

• Forward to supervisor to verify

• Re-Visit specific parts

• Compile feedback as per sales word verbatim as per agent

• Highlight areas of concern

• Provide solutions via feedback

• Attach basic feedback under comments in Genesis

• Consult with other evaluators to provide a weekly trend report for all call Centre’s

• Depending on the severity of problems of sale, meaning if it’s a Integrity Breach, provide feedback immediately, to be verified

• 100% Accurate and high attention to detail on all calls

Reason for leaving: End of Contract

Group Sales Leader at Avon

May 2009 – Mar 2010

Temporary Management position in KwaZulu-Natal, Durban Region

• Recruit new representatives (min 5 per month )

• Manage representatives

• Provide training

• Market products

• Attend team leader training and provide representatives with necessary feedback

• Direct sales of products

Reason for leaving: Better job offer

Data Administrator at Immploy Recruitment

Dec 2007 – Jun 2008

Contract Junior position in KwaZulu-Natal, Durban Region

General Duties

• Typing documents

• Photocopying, filing and faxing

• Accurate transcription of information during meetings

• Distribution of minutes and agendas

• Collate and prepare files for all Manager’s meetings

• Answering the switchboard and attend to guests

• Taking down messages correctly

• Filing of documents

• Distributing faxes and correspondence

• Placing adverts (internet and newspapers)

• Sourcing of candidates for various positions

• Screening of CV’s

• Credit checks

• Prepping of CV’s

• Typing of CV’s onto the system (Rocket Recruitment)

Advertising:

• Draft up the actual advertisement to be placed

• Liaise with newspaper with respects to quotations, drafts and finalization of advert to be placed

• Advertising on the net

• Load job specs on Career junction, Best Jobs, and company websites

• Do follow ups on websites and source out potential candidates

Recruiting:

• Search for candidates via our database, networking and the internet

• Continually updates candidates on the database to ensure availability

• Send “regret” and “congratulations” letters to candidates

• Inputting candidates details and CV’s into recruitment database

• Liaising with line managers/agencies to arrange interviews for candidates

• General &amp extensive administration duties.

• Manage office automation.

Administration:

• Ensure that all CV’s are typed correctly and sent out timorously

• Ensure that all candidate records, Client files, activity reports are kept up to date

• Assist with the overflow typing of CV’s

• Ensure the continually update of candidate/client information of database

• Response handling

• E- recruiting

• Filing of Client and Candidate correspondence on Rocket Recruitment, as well as in the Optiplan Filing System

• Setting up appointments for management

• Minimum of 2 interviews per day minimum of 10 interviews per week

• All candidates to be interviewed and reference checked before referral to any client or prospective client for interviewing purposes

• Do follow ups with unsuccessful candidates

• Compile the assessment documents for assessments

CONTACT PERSON : Mary Maharaj

CONTACT NUMBER : 031-312 3011

Reason for leaving: Was expecting 2nd baby, ordered by Doctor to remain at home.

Data Capturer at HBZ Bank

Sep 2007 – Oct 2007

Contract Intermediate position in KwaZulu-Natal, Durban Region

Detail Capture client details on bank database

use of H+ program used specifically in banking institutes Reason for leaving: End of contract

P.A at Hyprop Investments

Dec 2006 – Jun 2007

Contract Intermediate position in KwaZulu-Natal, South Coast

• Administration of office

• Handling switchboard

• Arranging meetings with tenants and other guests

• Compiling management packs for monthly management meetings Reason for leaving: End of contract

Assistant to Financial Manager at Old Mutual Properties Oct 2005 – Apr 2006

Permanent Junior position in KwaZulu-Natal, Durban Region

• Assist with drawing up leases

• Paying suppliers

• Setup meetings

• Process payments for buildings in KZN region

Reason for leaving: Relocation

Legal Secretary PA at Advocates Group 508

Sep 2004 – Oct 2005

Permanent Intermediate position in KwaZulu-Natal, Durban Region

• Typing of extensive and complicated legal documents

• Urgent applications

• Administration of office

• Handling calls

• Banking

• Setting up consults with legal representatives as well as clients

• Issuing fee notes to attorneys

• Assisting guests

• Other general office duties

Reason for leaving: Retrenched

Sales Assistant at BRM Clothing Factory

Jun 2000 – Jan 2001

Casual Student / Graduate position in KwaZulu-Natal, Durban Region

Replenishment

assisting customers

tyding shop

general shop work

Reason for leaving: Casual position during school holidays and weekends

My Education

Certificate in Learnership Programme – Pc Training. Oct 2003

• Handling Switchboards

• Filing

• Assisting In Recruitment

• Other General Office Duties

Grade 12 / Matric – Hillview Dec 2002

• English

• Afrikaans

• Business Economics

• Economics

• Travel And Tourism

• Accounting