Dikeledi Flora Malatji
Contact Centre Agent
Midrand
Summary
Results-driven professional with a unique blend of analytical and business expertise, demonstrating a proven ability to drive processes and teams towards success. Background in Analytical Chemistry and Business Administration brings a detail-oriented approach and strong problem-solving skills. Seasoned Laboratory Technician and experienced Contact Centre Agent with excellent communication and leadership skills. Excited to leverage skills and experience to lead teams, drive projects, and contribute to organizational growth in a supervisory or leadership capacity.
Overview
23
23
years of professional experience
2025
2025
years of post-secondary education
5
5
Languages
Work History
Laboratory Assistant
Technikon North-West (Tswane University of Technology)
- Teaching students about basic rules
- Of being in the laboratory
- Maintaining stores of equipment and Chemicals and preparation reagents Maintenance of health, safety and Environmental standards.
- Reason for leaving: End of contract
Service Agent
Eskom Holdings SOC Ltd
11.2010 - Current
- Handling inbound interactions:
- Receiving calls and identifying the customer in accordance to standard customer service quality templates
- Determining the customer's exact request and analyzing the customer request in accordance to the different Customer Services Categories (APM, ATS, DCE, ESP, OIL, Load Shedding)
- Logging a customer's request at the appropriate priority and capturing relevant information from the customer to ensure sufficient information is gathered for relevant process partners to take action if requested.
- Updating the applicable systems to activate the customer's request while ensuring customer details are up to date.
- Handling service related interactions according to the OCI process (i. Update and validate meter readings)
- Trigger appropriate process to ensure sales & marketing, customer service, Account Operations and Engineering (process partner's) processes and value chains to ensure delivery of appropriate service(i.e. Rebill requested, requesting adjustments on customer accounts, ESP Emergency).
- Keeping the customer informed / updated telephonically or by other means and providing advice to customers on Eskom related services (prepaid /vending and other relevant information such as electricity usage, etc)
- Closing the interaction when all necessary actions have been completed
- Escalating complaints/disputes to the next level of management
- Extracting, record and action voice mail messages when required
Project Administrator
SITA (Contracted to Department of Education)
12.2009 - 06.2010
- Plan and schedule meetings and appointments with clients (schools)
- Give support to all schools which have implemented the SA-SAMS system
- Do General adhoc duties and Prepare and compile management PowerPoint Presentation
Office Assistant
Limpopo Medi-Clinic
11.2008 - 11.2009
- Plan and schedule meetings and appointments
- Organize and maintain paper and electronic files
- Create spreadsheets; compose correspondence; manage databases; and create presentations
- Prepare agendas and make arrangements for meetings of committees and executive boards.
- Responsible for office area management
- Manage all internal and external correspondence
- Set up and maintain an effective filing system
- Reason for Leaving: Temporary
Office Administrator
Magnum Simplex International (Pty) Ltd
12.2006 - 10.2008
- Prepare and compile management PowerPoint presentations
- Assist in various management projects as required.
- Managing attendance, agenda and Venues for forums
- Compile type and distribute management reports to all stakeholders.
- Manage and control of expense budgets and manage the fixed assets register.
- Co-ordinate meetings, conferences, seminars and workshops
- Screening of incoming calls and directing them to relevant persons
- Responsible for office area management
- Manage all internal and external correspondence
- Set up and maintain an effective filing system
- Cheque requisitions, Bank transfer, Banking, SARS payments, General Payment
- Perform other duties as assigned
Office Administrator
MOTCOM IT SERVICES
02.2006 - 11.2006
- Route incoming and outgoing correspondence
- Managing and controlling appointment and the diary commitment of the Director.
- Answering all telephone calls
- Liaising with travel agency to make and confirm booking arrangement
- Do general Office administration work
- Answering the switchboard of 6 lines and 28 extensions
- Photocopying and typing of documents, Faxing
- General Office duties e.g. planning staff socials, birthdays and year-end functions
- PA type duties like taking minutes in a meeting
- Booking and making reservations for flights and accommodation
Laboratory Technician
Coca-Cola Fortune (Polokwane)
09.2002 - 12.2005
- Packaging of raw material delivered to the plant i.e. PET bottles, sugar
- Testing and testing of carbon dioxide Washer caustic concentration and
- Caustic carry over, collect samples Analyze in the production, calibration
- Verify and validate data, carry out different laboratory procedure
- Label and store samples
- Preparing internal quality reports
- And record keeping of laboratory, Housekeeping in the work area.
- To analyze a sample in order to determines the identity and concentration of a Specific sample components
- Reason for leaving: End of contract
Education
Postgraduate Diploma - Business Management
MANCOSA
Degree in Bachelor of Business Administration - undefined
MANCOSA
National Diploma - Analytical Chemistry
Tshwane University of Technology
Grade 12 - undefined
Task Academy School
Skills
- Time management Skills
- Interpersonal Skills
- Computer Skills
- Telephone skills
- Communication Skills
- Planning Skills
- Analytical Skills
- Problem Solving Skills
- Team Player
- Accuracy
References
Karabo Van Wyk, Supervisor, 0732028131, ESKOM HOLDINGS SOC LTD
Laura Christison-Wood, Middle Manager Marketing, 0834124232,ESKOM HOLDINGS SOC LTD
PERSONAL DETAILS
- Title: Mrs.
- Surname: Malatji
- First Names: Dikeledi Flora
- Nationality: South African
- Telephone Numbers: 0823411948
- E-mail address: malatjnf@eskom.co.za
- Linkedin :www.linkedin.com/in/dike-mphela-19531056
Timeline
Service Agent
Eskom Holdings SOC Ltd
11.2010 - Current
Project Administrator
SITA (Contracted to Department of Education)
12.2009 - 06.2010
Office Assistant
Limpopo Medi-Clinic
11.2008 - 11.2009
Office Administrator
Magnum Simplex International (Pty) Ltd
12.2006 - 10.2008
Office Administrator
MOTCOM IT SERVICES
02.2006 - 11.2006
Laboratory Technician
Coca-Cola Fortune (Polokwane)
09.2002 - 12.2005
Laboratory Assistant
Technikon North-West (Tswane University of Technology)
Degree in Bachelor of Business Administration - undefined
MANCOSA
National Diploma - Analytical Chemistry
Tshwane University of Technology
Grade 12 - undefined
Task Academy School
Postgraduate Diploma - Business Management
MANCOSA
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