Baratang Matlhoko
Call Centre Agent
Rustenburg
Summary
Talented Receptionist driven to improve productivity and customer relations with attention to detail and professional demeanour.
Polished communicator and administrative expert with a background in maintaining professional reception spaces for corporate offices. Experienced with common software programs, learns quickly and seeks out opportunities to serve staff and guest needs.
Organised office professional knowledgeable about reception work. Smoothly manages correspondence, mail and guests to support office efficiency. Reliable under pressure in high tempo environment leveraging articulate communication skills with people of diverse backgrounds.
Overview
2027
2027
years of professional experience
3
3
Languages
Work History
Call Center Representative
Pyramid Group Funerals
2025 - Current
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- 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.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Excelled in working independently as well as collaborating with teams, utilizing strong multitasking skills to manage competing priorities.
- Maintained strict confidentiality while handling sensitive client information and records.
- Corrected data entry errors to prevent duplication or data degradation.
- Verified accuracy and validity of data entered in databases
- Entered client information into databases quickly and with minimal errors.
- Scanned documents and saved in database to keep records of essential organizational information.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Ensured timely completion of assigned tasks, maintaining a high level of professionalism under pressure and tight deadlines.
- Provided exceptional customer service when responding to inquiries related to captured data or other relevant issues.
- Reduced manual input errors with thorough proofreading and attention to detail in all data entries.
- Contributed to a positive work atmosphere through effective communication and collaboration with colleagues.
Senior Receptionist
Discovery Health
03.2019 - 10.2021
- Organised and prioritised administrative workload using time management and multitasking skills.
- Managed high volume workload by delegating and prioritising tasks among 3 admin staff.
- Organised and scheduled reception staff rota for 11 staff.
- Embodied brand values and company policy, representing the business in a positive way during interactions with guests.
- Assisted with administrative recruitment, posting job descriptions and screening applicants.
- Helped established clear systems and procedures for ensuring productive front desk operations.
- Provided exceptional service and friendly atmosphere in a customer-facing role.
- Provided informative and helpful communication to staff and customers.
- Coordinated bookings for conference and meeting rooms, including organising catering and room set up.
- Delivered comprehensive training for reception desk team, including customer service and client records management.
- Managed office stockroom and supply inventory, performing stocktakes and ordering.
- Managed 50+ meeting room and training room bookings daily using Condeco.
Pay point controller
Woolworths
09.2014 - 02.2019
- Provided guidance, training and leadership to employees to shape goals and meet targeted objectives.
- Created internal controls and corrective actions to reduce risk or deficiencies.
- Spearheaded transition to automated billing functions, leading team to comply with changes.
- Develop improved business processes to provide greater transparency, more accurate reporting and better identification of cost-saving opportunities.
- Complied with guidelines and developed policies to maintain compliance with other regulatory statutes.
Till Operator
Woolworths
02.2011 - 08.2014
- Maintained high productivity by efficiently processing cash, credit and debit payments.
- Helped customers with specific item requests by answering questions and offering knowledgeable product advice.
- Assessed customer needs through clear communication, anticipating and responding appropriately to queries.
- Packed purchased items properly to prevent damage to delicate products.
- Trained new team members in cash register operation, stock procedures and customer service.
- Maintained clean, tidy and organised checkout areas.
- Maintained neat and clean shop floor and storage areas.
- Handled high-volume credit and cash transactions using Point Of Sale (POS) systems efficiently.
- Worked closely with front-of-house staff to facilitate positive customer experiences.
- Monitored shop floor for suspicious customer behaviour and signs of theft, following company procedures to prevent shoplifting.
- Implemented visual merchandising standards for engaging front-lane displays and endcaps.
- Maximised customer satisfaction by assisting with purchase selections, locating items and promoting rewards programs.
- Promoted sale prices and promotions and redeemed coupons to offer competitive prices and boost customer loyalty.
- Protected customer purchases by wrapping and bagging items.
- Minimised fraudulent transactions by assessing notes when processing payments.
- Consulted with customers to help with purchasing decisions.
- Coordinated assistance for customer's special requests and service needs.
- Processed refunds and exchanges at customer service desk.
- Used POS machines to scan items and process transactions.
- Processed payments by cash, cheque, or card to complete transactions.
Education
Call Centre Certificate - Call Centre Operations
Cornerstone Training
Sandton01.2009
Matric -
Matthews Mangope High School
Zeerust01.2007
Skills
service excellence
Data entry
Customer service
Complaint resolution
Problem-solving skills
Call center customer service
Interpersonal skills
FLUENT IN ENGLISH
Documentation and reporting
Logging call information
Call handling
Computer skills
Active listening
Teamwork and collaboration
Problem-solving
Languages
3,B1,6,C2,6,C2
Timeline
Senior Receptionist
Discovery Health
03.2019 - 10.2021
Pay point controller
Woolworths
09.2014 - 02.2019
Till Operator
Woolworths
02.2011 - 08.2014
Call Centre Certificate - Call Centre Operations
Cornerstone Training
Matric -
Matthews Mangope High School
Call Center Representative
Pyramid Group Funerals
2025 - Current