Summary
Overview
Work History
Education
Skills
Languages
Interests
enjoy reading
Timeline
AdministrativeAssistant

Phakama Madikane

Social Behavior Change Agent (SBCA)
Fort Beaufort

Summary

Driven by a results-focused approach, I enhanced customer service standards at EPWP, streamlining processes for 30% increased efficiency. My adept problem-solving and strong relationship-building skills fostered positive client interactions and team cohesion, significantly raising satisfaction and productivity levels. Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

4
4
years of professional experience

Work History

Social Behavior Change Agent

EPWP
04.2022 - Current
  • Handled and promptly resolved customer complaints to maintain professional relationships.
  • Resolved caller issues quickly and thoroughly.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Maintained comprehensive product and service knowledge for accurate, informative customer advice.
  • Processed customer orders quickly and accurately for timely delivery.
  • Managed complex cases involving high-risk clientele or unique circumstances, successfully mitigating potential challenges through diligent research and collaboration with colleagues.
  • Streamlined internal processes for improved efficiency and productivity within the agency.
  • Presented feedback to management on customer service trends and improvement areas.
  • Implemented innovative marketing campaigns to raise brand awareness and drive lead generation efforts for the agency.
  • Developed expertise across various lines of insurance products, enabling informed advice and guidance for clients seeking comprehensive coverage solutions.
  • Spearheaded team training initiatives, equipping agents with essential skills to excel in their roles.
  • Established strong customer relationships, building recommendations and loyalty.
  • Adopted customer feedback in process and system improvement initiatives.
  • Followed up on customers' inquiries to assess satisfaction with provided solutions.

Educational Assistant

Mrs Sonia Van Der Merwe
02.2021 - 12.2023
  • Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
  • Relieved classroom teacher during breaks and maintained order and structure in classroom.
  • Collated classroom materials to help teachers prepare for daily instruction and activities.
  • Maintained safety and security by overseeing students in recess environments.
  • Participated in professional development opportunities regularly, staying current on pedagogical trends and incorporating new strategies into teaching practices.
  • Supported classroom teachers by monitoring behavior, taking attendance, and completing other administrative tasks as needed.
  • Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
  • Assisted classroom teacher in supervising snack time and indoor and outdoor play.
  • Participated in parent-teacher conferences to discuss student progress, address concerns, and develop strategies for academic success.
  • Enhanced classroom management through the implementation of positive reinforcement techniques and clear expectations for behavior.
  • Provided support to help students with special needs learn and grow.
  • Developed strong rapport with students, fostering trust and mutual respect to create a positive classroom atmosphere conducive to learning.
  • Encouraged social-emotional growth among students by modeling appropriate behavior and guiding conversations around self-awareness, empathy, and responsible decision making.
  • Supported students with special needs by adapting lessons and providing necessary accommodations in collaboration with special education staff.
  • Managed resources efficiently by organizing materials, tracking inventory, and preparing resources necessary for daily instruction.
  • Supported student learning objectives through personalized and small group assistance.
  • Provided tutoring services after school hours, assisting struggling students and helping them reach their academic goals.
  • Coordinated with other staff members to ensure seamless transitions between classes or grade levels for students requiring additional support services.
  • Implemented data-driven instruction, analyzing assessment results to inform future lesson planning and instructional practices.
  • Facilitated small group instruction targeted toward specific skill gaps or areas needing improvement based on identified student needs.
  • Organized and led practice, research and lab assignments.
  • Promoted a safe and inclusive learning environment by addressing instances of bullying or discrimination promptly and effectively.

Cashier Team Lead

MIRA
03.2020 - 12.2020
  • Streamlined daily processes for increased efficiency, implementing new procedures and best practices.
  • Held team meetings to gain feedback, provide updates and set policies.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Evaluated work of at least 5 floor employees to improve performance.
  • Served as a positive role model for staff, exemplifying strong leadership qualities and a commitment to company values.
  • Maintained accurate records pertaining to personnel matters such as attendance tracking or performance evaluation documentation.
  • Ensured store cleanliness and safety with consistent inspections and proactive maintenance tasks.
  • Managed inventory levels to minimize stock discrepancies, conducting routine audits and adjusting orders accordingly.
  • Collaborated with management team for strategic planning purposes, offering valuable insights based on firsthand experience at the floor level.

Education

Public Relations And Organizational Communication

UNISA
East London
04.2001 -

No Degree - Information Technology Project Management

DAMELIN COLLEGE
East London
04.2001 -

High School Diploma -

Phandulwazi Agricultural High School
Alice
04.2001 -

Skills

Problem-Solving

Languages

English
Advanced (C1)

Interests

Learning something new

enjoy reading

I enjoy reading , it calms me down and also helps me with getting new information and knowledge.

Timeline

Social Behavior Change Agent

EPWP
04.2022 - Current

Educational Assistant

Mrs Sonia Van Der Merwe
02.2021 - 12.2023

Cashier Team Lead

MIRA
03.2020 - 12.2020

Public Relations And Organizational Communication

UNISA
04.2001 -

No Degree - Information Technology Project Management

DAMELIN COLLEGE
04.2001 -

High School Diploma -

Phandulwazi Agricultural High School
04.2001 -

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Phakama MadikaneSocial Behavior Change Agent (SBCA)