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Peggy Mbili
Looking for a jobSpecialist: ICT Operations Support
CX Analyst and Quality Assurance Specialist at MTN SA, improving customer journeys through analytics and service quality.
South AfricaSpecialist: ICT Operations Support at MTN SA
Experience
Specialist: ICT Operations Support
Managed end-to-end client onboarding and order flows across Siebel, BRM, and WFM to ensure smooth service delivery and minimize customer friction. Analyzed out-of-contract data to drive proactive client retention strategies and track SLA compliance.
Customer Journey MappingOrder ManagementSiebelBRMWFMData AnalysisSLA ComplianceCustomer AdvocacyFirst Call ResolutionCompliance ChecksRICACredit Vetting
Fraud Administrator
Conducted thorough data analysis and preliminary investigations into customer complaints and operational anomalies to identify systemic root causes and implement solutions. Recommended and implemented policies and procedures to improve operational security, fraud mitigation, and customer trust.
Data AnalysisRoot Cause AnalysisFraud MitigationProcess ImprovementStakeholder ManagementCustomer Complaints Resolution
Quality Assurance Monitor
Analyzed data and performance metrics using Nice, AQM, Genesys, and Siebel to identify trends and areas for customer experience improvement. Monitored interactions to ensure high First-Call Resolution, Customer Satisfaction, and Net Promoter Score benchmarks were met.
Quality AssuranceData AnalysisNICEAQMGenesysSiebelCSATNPSFirst Call ResolutionContinuous ImprovementSOP Development
Education
MANCOSA
Pursuing a Bachelor of Business Administration with coursework in Business Management, Business Communication, Financial Reporting, and Economics. Expected completion in 2028.
Pursuing a Bachelor of Business Administration with coursework in Business Management, Business Communication, Financial Reporting, and Economics. Expected completion in 2028.
NOSA College
Completed Introduction to ISO 9001:2015 Quality Management System and SAMTRAC in April 2024.
Completed Introduction to ISO 9001:2015 Quality Management System and SAMTRAC in April 2024.
Varsity College
Earned a Certificate in Computer Engineering (NQF 5) in April 2010.
Earned a Certificate in Computer Engineering (NQF 5) in April 2010.