Fortune Tsepo Mulaudzi

• Enhanced team performance by conducting thorough statistical analysis and identifying areas for improvement.
• Assist the Customer Service team with all Sportsbook and Racebook wager disputes, settlements, re-settlements, and cancellations.
• Updating and translating the Sports Quick links across all brands on regular occasions.
  -Liaise with Customer Service leadership to warrant CSR’s reach an acceptable sports knowledge (main sports).
  -Ensure Sportsbook and Racebook information in the help section is up to date based on player feedback and day to day cases.
  -Assist trading to get help section updates done.
  -Verify players are contacted re voided wagers, gestures of goodwill etc. properly and in a timely manner by reviewing the Bulk-mailing dashboard.
  -Investigating and liaising between Trading & CS Teams on the weekly Player Feedback reports.
  -Maintaining, monitoring and escalating Tableau reports, such as:
  >Cancelled Wagers Report
  >Invalid CS Escalations
  >Traders Voided Wagers Emails
  >Wrong Settlements
  >Negative customer accounts report
• Developed comprehensive game plans with coaching staff, utilizing advanced analytics to maximize team success.

• Responding to queries via live chat, email, phone and Socials.
• Dealing with all queries sportsbook related.
• Advising on promotions and welcome offers.
• Advising on status of withdrawal and deposits.
• Escalation to KYC team for accounts that are suspended.
• Closing account and escalations of new accounts.
• Educating customers on responsible gambling.
• Assisting KYC team to verify customers documentation.
• Reduced customer complaints by promptly identifying problems and implementing effective solutions.
• Regularly exceeded performance goals by prioritizing tasks, managing time effectively, and remaining focused on delivering exceptional customer experiences.
• Established rapport with customers through active listening and personalized attention, fostering long-term relationships based on trust and loyalty.
• Streamlined call handling for improved productivity and reduced wait times.
• Delivered exceptional support by accurately tracking customer requests and providing timely updates on resolution progress.
• Mentored junior agents to develop their skills and elevate the team''s overall performance.
• Implemented new procedures to enhance communication between departments, leading to a more cohesive customer service experience.
• Improved internal processes by identifying inefficiencies and suggesting actionable improvements during regular team meetings.
• Enhanced customer satisfaction by efficiently resolving complex issues and addressing concerns.
• Maintained detailed records of customer interactions using CRM software, enabling efficient follow-up actions when needed.

• Responding to customer queries via live chat and email.
• Helping customers to track orders and place orders.
• Taking payment’s and making payments arrangements
• Arranging deliveries and also collections.
• Investigation of fraudulent accounts and escalation.
• Closing of accounts and reopening dormant accounts.
• Assisting with testing all systems and processes.
• Mentored junior team members, contributing to their professional development and overall team success.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
• Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
• Established strong rapport with customers, fostering long-term relationships and repeat business.
• Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
• Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
• Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
• Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
• Escalated issues to proper supervisors when standard processes were not effective.
• Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.

• Collection of Debts.
• Arrangements of overdue Debts or Loans.
• Negotiating of Debt Settlement plan.
• Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
• Counseled debtors on payment options and arranged installment agreements.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Negotiated to collect balance in full.
• Maintained high volume of calls and met demands of busy and productive group.
• Processed payments and applied to customer balances.
• Persistently reached out to customers with extremely past due accounts to recover lost revenue.
• Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
• Maximized revenue recovery through diligent research, verification of debtor information, and persistent contact efforts.
• Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
• Promoted a positive work environment by contributing innovative ideas for process improvement within the team.
• Negotiated with account holders to devise repayment plans and minimize collections receivables.

• Sales of travel packages
• Handling payments and processing funds
• Promoting new products on social media
• Liaising with clients and suppliers daily
• Logistics Travel Arrangements.
• Domestic Travel arrangements.
• Resolving TravelIT Passwords for customers and system issues
• TravelIT query response and Updating of VIP Travellers profiles.
• System Support Helpdesk on failed and expired travel requests.
• Created detailed reports for clients highlighting areas of success, growth opportunities, and recommendations for future enhancements in their logistics operations.
• Improved supply chain efficiency by implementing innovative logistics strategies and optimizing transportation routes.
• Evaluated potential logistics partners based on their capabilities, pricing, and service levels to ensure optimal selection for clients'' specific needs.
• Managed cross-functional teams to execute complex logistics projects, resulting in successful completion and increased client satisfaction.
• Enhanced customer satisfaction by streamlining order fulfillment procedures and ensuring timely delivery of products.
• Reduced operational costs for clients through detailed analysis of their current logistics processes and identification of areas for improvement.
• Implemented advanced technology solutions to automate manual processes, resulting in increased accuracy and reduced time spent on repetitive tasks.

Modules: Introduction to Tourism organizations, Marketing Tourism, Tourism planning, Financial Management, Economics of Tourism