1. Candidate : Neo Sefatsa
Position : Inbound Operations Channel: Team
Manager
Notice Period: 30 days
Curriculum Vitae

2. Curriculum Vitae
Personal Details:
Surname Sefatsa
First Names Neo Alfred
Nationality South African
Home Language Southern Sotho, Zulu
Other Language English, Xhosa,
Email Address nsefatsa@gmail.com / ones@vodamail.co.za
ID Number 8001265535088
Address 2597 Arno and Owl Crescent, Riverlea Ext 3, 2093
Contact Details 082 997 1032
Education:
Period 2002
School Steinhobel Designer Graphics
Qualification Certificate in Graphic Design
Period 2001
School Rosebank College – Braamfontein Campus
Qualification Graphic Design National Certificate

3. Education (cont):
Computer Literacy
• MS Word 2010
• MS Excel 2010 (Advance)
• MS PowerPoint 2010
• MS Outlook 2010
Curriculum Vitae
Period 2000
School Edith Hinds High School
Qualification Matric/Grade 12

4. Achievements and Training Qualifications
• Altech Autopage – Winner of Stars of Excellent within Altech Autopage that qualified for a Trip
to Mauritius 2013.
• Altech Autopage - Winner of the Siyabonga Award Best Employee of the Month October 2012
in the Altech Group
• Altech Autopage – Winner of the Best Technical Support Agent in 2012
• Altech Autopage - Industrial Relations Qualifications
• Vodacom - Understanding Mobile Data Training
• Vodacom Khubonet Corporate Training - MS Project 2003 – Basic & Intermediate
(December 2005)
• Vodacom VSP Ladder of Learning – Customer Centric (June 2005)
• Vodacom BizComm Group - Power to Influence Customer Relations Program
Employment History:
Period March 2014 - Current
Company Altech Autopage Cellular
Position Inbound Operations Channel and Data/Technical
Helpdesk Team Manager: Team Manager
Duties • Manage hourly, daily, weekly and monthly handling times of incidents
are above the 85% benchmark
• Set a benchmark of a minimum of 30 incidents per day to be resolved
by agents
• Supporting all our Retails Stores with any escalations within the 8hrs
TAT
• Ensure the AHT (average handling time) of less than 00:04:30
• Ensure a high level of resolution to all queries
• 80% of all daily queries received from clients are to be resolved on the

5. first call received
• Percentage of abandoned calls daily are not to exceed 4%
• Provide hands on support to our Business Partners
• Provide hands on support to escalation from the team and Business
Partners
• Provide hands on support occasionally to premier and corporate
clients as agreed by KAM
• Provide technical leadership in handling complex incidents
• Make suggestions on department improvement
• Be positive about your daily activities and organizational objectives
• Communicate outages to customers services on an hourly basis and
the business
• Communication with networks regarding outages, ensuring a speedy
resolution
Reference Manager: Shawn Pretorius – 0829970094
Curriculum Vitae
Employment History:
Period June 2012 – February 2014
Company Altech Autopage Cellular
Position Data and Technical Helpdesk Team Manager
Duties • Manage hourly, daily, weekly and monthly handling times of incidents
are above the 85% benchmark
• Set a benchmark of a minimum of 30 incidents per day to be resolved
by agents
• Ensure the AHT (average handling time) of less than 00:06:30
• Ensure a high level of resolution to all queries
• 80% of all daily queries received from clients are to be resolved on the
first call received
• Percentage of abandoned calls daily are not to exceed 4%
• Provide hands on support occasionally to premier and corporate
clients as agreed by KAM

6. • Provide technical leadership in handling complex incidents
• Make suggestions on department improvement
• Be positive about your daily activities and organizational objectives
• Communicate outages to customers services on an hourly basis and
the business
• Communication with networks regarding outages, ensuring a speedy
resolution
Reference Manager: Shawn Pretorius – 0829970094
Employment History:
Period November 2007 – June 2012
Company Altech Autopage Cellular
Position Data and Technical Helpdesk Consultant
Duties • Maintain high level of customer service at all times
• Meet daily and monthly targets i.e. calls and VAS
• Resolve customer complaints timeously and offer feedback to the
relevant parties
• Maintain service levels set by company
• Promote value added services
• Achieve monthly goals set in the agent helpdesk i.e. call targets’
dropped calls’ etc.
• Multi-skilled in all relevant aspects of Altech Autopage and the cellular
industry
• Handle all Inbound Calls
• Assist with Outbound campaigns
• Ensure all client requests are captured accurately on BSCS
• Compile workload analysis on a weekly basis
• Proactively maintain Altech Autopage’s policies, procedures, products
and services
• Process the following on BSCS:
• Data Cards, USB modems and Roster Support
• BlackBerry BES and BIS Support
• Fax & Data Set Up
• Handset GPRS and MMS (Nokia, SonyEricsson and Samsung etc.)
Support

7. • GPS Support on handsets
• Assist in setting up emails on PC, Laptop and handsets
• ADSL Setup
Reference Manager: Mohammed Amod – 082 322 8467
Employment History (cont):
Period September 2006 – November 2007
Company Altech Supercall Cellular
Position Customer Service Consultant Call Centre
References Manager: Stanley Ernest – 083 229 5858
Employment History (cont):
Period January 2005 – August 2006
Company Vodacom SP - Vodaworld Walk-In Customer Care Centre
Position Customer Care Consultant
Reference Manager: Michael Jackson – 082 997 4444
Employment History (cont):
Period November 2003 – December 2004
Company Vodacom SP – Vodaworld Centre Management
Position Operations Agent / Data Capturer
Reference Manager: Janine
Employment History (cont):
Period April 2003 – October 2003
Company Vodacom SP
Position Operations Agent (Advanced Repair Centre)