Theo Tomassi Online Tutor, Customer Service, Call Centre QA

B

English Tutor

Babbel Live

Oct 2021 - Feb 2023 (1 year 5 months)

Employment Period October 2021 – date Position Online English Tutor Group Classes to Adults. Students aged 4 to 16 years.

Online English Tutor

Dada

Aug 2018 - Sep 2021 (3 years 2 months)

Employment Period August 2018 – September 2021 Position Online English Tutor Prepared 6 students for their IELTS exams. Students aged 4 to 16 years. Reason for Leaving China stopped extra classes from foreign teachers. All contracts are cancelled with immediate effect.

M

English Tutor/

MPC Connect

Aug 2016 - Jul 2018 (2 years)

Employment Period August 2016 – July 2018 Position and Duties Online English Tutor/ TM for 29 online Teachers. Training and coaching of teachers to ensure that a high teaching standard is maintained. I taught 4 hours per day 5 days per week and 8 hours on my 6th working day, All classes were with adult learners only. I assisted some of them to prepare for their IELTS exams.

Quality Assurance Team Leader

Sita(WNS BPO)

Jun 2015 - Jul 2016 (1 year 2 months)

Nature of Company Call centre Position Quality Assurance Team Leader Employment Period June 2015 to July 2016 Reason for Leaving Headhunted by MPC Team Leader Duties 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 Startup meetings Customer Complain escalations Telkom - WNS escalations and trends Creating and updating trackers and templates Attendance Registers Adm

F

Quality Assurance Controller

FNB Card

Apr 2007 - Aug 2008 (1 year 5 months)

Nature of Company Banking Position Quality Assurance Controller Employment Period April 2007 to August 2008 Reason for Leaving Had the opportunity to further my studies. While employed at FNB I did the following in house Diploma. Diploma in the Management of innovation and Technology. (MOTI) 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 the 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 w

M

Quality Assurance Controller

MTN Service Provider

Nature of Company Telecoms Position Quality Assurance Controller – VIP Call centre Employment Period September 2004 to March 2007 (September 2004 to May 2005 Temp) (June 2005 to March 2007 Permanent) Reason for Leaving Headhunted by FNB Responsibilities: Quality Assurance Duties/ Responsibilities: Planning and prioritizing activities to improve the quality/key measurable activities in the call centre and department through: •Assist in Coordinating and arranging of Quality week. •Researching on 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

Q

Queries agent

Employment Period May 2000 to April 2001 Reason for Leaving Head hunted by Knight Movers Responsibilities: Handling of Queries regarding parcels

K

Key Accounts Agent

Knight Movers

Nature of Company Logistics Position Key Accounts Agent Employment Period April 2001 to January 2002 Reason for Leaving Position made redundant (Contract with Avon expired.) Responsibilities: Was in charge with regards to the following for AVON contract: Arrange collections of parcels for Avon account Handling of Queries regarding parcels Supervision of delivery routes for client. Compiling of reports on deliveries Compiling of reports on Queries received and queries resolved Compiling of reports on problem areas Company Name Sun Couriers (now UTI) Nature of Company Logistics

Theo Tomassi

About

Detail

Timeline

Résumé