Bonisiwe Tholakele Magubane
Contact Centre Agent
Johannesburg
Summary
A customer service team's underlying focus is on problem solving in the short term. Support roles generally fall under conflict resolution, responding to tickets, answering phone calls from struggling customers, and responding to all customer concerns.
Overview
14
14
years of professional experience
Work History
Trainee Journalist
Greater Durban Television
7 2003 - 07.2003
- Studio camera person
- Field reporting and photographer
- Demonstrated respect, friendliness and willingness to help wherever needed
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Researched and analyzed newsworthy events, trends and issues
Radio Programme Intern
Agenda Feminist Media
01.2003 - 01.2003
- Write gender based articles for local radio stations
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments
- Prepared written summaries of meeting discussions to ensure clear communication throughout the team while promoting accountability for action items
Call Centre Agent
Track and Ball Gaming
5 2017 - 11.2019
- Take telephone bets
- Customer service
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Promptly responded to inquiries and requests from prospective customers
Admin loader and Tele-bet Clerk
World Sport Betting
09.2015 - 11.2016
- Load sports for our website
- Take telephone bets, resulting, correspondence and attending to queries.
- Collaborated with team members, resulting in increased productivity and timely deliveries
Telebet Clerk
Marshalls World of Sport
10.2014 - 08.2015
- Take telephone bets
- Attend to customer queries
Tote Operator
Attieh Michael & Associates
11.2011 - 09.2014
- Assist in daily operations of the Tote Ticket sales
- Take telephone bets, settling client’s credit
- Banking
Tote Assistant Supervisor
Betting World
07.2010 - 10.2011
- Assist in daily operations of the tote
- Cash book balancing and banking
- Ticket sales and paying out winning tickets
- Display sport and race information
- Support promotions and help customers
Tab Operator
Betting World
07.2009 - 06.2010
- Paying out winning tickets
- Display sport and race information
- Support promotions and help customers
Assistant Immigration Consultant
Ernst & Young
10.2008 - 01.2009
- Manage expatriates by contacting abroad South African Embassies
- Assist in Work Permit applications for expatriates coming and leaving South Africa
PR Assistant and Administration Officer
Hunt PR CC
07.2007 - 08.2008
- General administration (including stationery management, switchboard, typing, filling, diary management and PA duties)
- Assist in event and PR co-ordination
- PR and media liaison for the AE’s
Admin Clerk
Busa Toyota Fitment Centre (Netstar)
08.2006 - 06.2007
- Filling, receiving cash
- Book cars for fitments, organise transport for clients
Communications Intern
eThekwini Municipality Communication Department
06.2005 - 07.2006
- Compile and write articles for the Municipal Newsletter
- Developing relationships and liaising with Community Radio Stations and local media
- Coordinate media briefing
Journalism and PR Intern
South African Police Services (SAPS)
06.2004 - 12.2004
- Assist in administration and writing press releases and distribute them
Education
National Diploma: Journalism -
Durban Institute of Technology
Durban 01.2024 - 06.2004
Skills
- Verbal Communication
- Phone Skills
- Listening
- Data Entry Skills
- People Skills
- Informing
- Customer Focus
- Customer Service
- Attention to Detail
- Professionalism
- Multi-tasking
High School Education
Isivananda Technical High School, Grade 12, Isizulu (HG), English (HG), Afrikaans (HG), Physical Science (SG), Mathematics (SG), Technical Drawing (SG), Motor Mechanics (SG), 2000
Personal Information
- ID Number: 8402100378082
- Place of Birth: Durban
- Gender: Female
- Nationality: African
- Driving License: C1
References
- Neo Poolo, First Bet, Head: Admin, 0848896714, 0676294225
- Mark Speckman, Betway, Responsible Gambling, 0761529141
- Collin Fourie, Track and Ball Gaming, 0825551998
Timeline
National Diploma: Journalism -
Durban Institute of Technology
01.2024 - 06.2004
Admin loader and Tele-bet Clerk
World Sport Betting
09.2015 - 11.2016
Telebet Clerk
Marshalls World of Sport
10.2014 - 08.2015
Tote Operator
Attieh Michael & Associates
11.2011 - 09.2014
Tote Assistant Supervisor
Betting World
07.2010 - 10.2011
Tab Operator
Betting World
07.2009 - 06.2010
Assistant Immigration Consultant
Ernst & Young
10.2008 - 01.2009
PR Assistant and Administration Officer
Hunt PR CC
07.2007 - 08.2008
Admin Clerk
Busa Toyota Fitment Centre (Netstar)
08.2006 - 06.2007
Communications Intern
eThekwini Municipality Communication Department
06.2005 - 07.2006
Journalism and PR Intern
South African Police Services (SAPS)
06.2004 - 12.2004
Radio Programme Intern
Agenda Feminist Media
01.2003 - 01.2003
Trainee Journalist
Greater Durban Television
7 2003 - 07.2003
Call Centre Agent
Track and Ball Gaming
5 2017 - 11.2019
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