Cecilie Mbaeva
Windhoek
Summary
Proven leader in enhancing operational efficiency at City of Windhoek, adept in staff training and quality management systems. Excelled in team development and customer focus, significantly improving service levels. Skilled in employee supervision and attention to detail, achieving notable quality assurance outcomes.
Experienced with quality assurance methodologies and best practices. Utilizes systematic approaches to identify and resolve issues, ensuring high standards of product reliability. Track record of implementing quality control measures and fostering continuous improvement initiatives.
Overview
13
13
years of professional experience
Work History
Quality Assurance Officer
City of Windhoek
05.2024 - Current
- Identifying areas of inefficiency and recommending corrective actions.
- Developed training programs for employees to enhance their understanding of quality assurance principles and practices.
- Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
- Monitored activities and supporting systems to meet compliance regulations.
Call Centre Supervisor
Multichoice Namibia
06.2018 - 07.2019
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
Call Centre Agent
Multichoice
04.2012 - 05.2018
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Head Cashier Supervisor
Multichoice Namibia
01.2014 - 01.2016
- Trained and coached cashier team members on checkout procedures and strategies to maximize customer satisfaction.
- Ensured a clean and organized work environment by enforcing strict policies on cleanliness and orderliness at the registers.
- Conducted regular performance evaluations for cashiers, providing constructive feedback to help them grow professionally.
- Improved communication between cashiers and other store departments to provide seamless customer experiences.
Education
BBA - Bachelor of Business Management
Namibia University of Science And Technology
Windhoek, Khomas, Namibia10-2021
Skills
- Staff training
- Quality management systems
- Team development
- Customer focus
- Quality assurance processes
- Employee supervision
- Attention to detail
Languages
Otjiherero
Native language
English
Advanced
C1
References
1. Neville Onesmus
Multichoice Supervisor
0812926767
2. Leandro Van Wyk
Multichoice operations manager
0813166263
3. Linda Shininge
Call Centre Section head
City of Windhoek
0812460739
Timeline
Quality Assurance Officer
City of Windhoek
05.2024 - Current
Call Centre Supervisor
Multichoice Namibia
06.2018 - 07.2019
Head Cashier Supervisor
Multichoice Namibia
01.2014 - 01.2016
Call Centre Agent
Multichoice
04.2012 - 05.2018
BBA - Bachelor of Business Management
Namibia University of Science And Technology
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