Gopolang Rathlogo
Administration
135 Berg street, Amandasig, Pretoria,On
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency.
Overview
8
8
years of professional experience
1
1
year of post-secondary education
3
3
Languages
Work History
Contact Centre Agent & Administrator
MIE
Centurion, Gauteng
02.2022 - Current
- Managed Integrity Evaluation (MIE), Inbound Call Centre – Over 100% call volumes, system (Calculating and checking statements)
- Assisted customers by answering questions and responding to inquiries.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
- Established and fostered strong Type and Type relationships through application of excellent interpersonal skills.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Researched and evaluated suppliers and vendors based on quality, price, selection, availability, and distribution capabilities.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Educated customers on company systems, form completion, and access to services.
- Responded to customer requests for products, services, and company information.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Recommended products to customers, thoroughly explaining details.
- Answered over Number calls per shift to meet fast-paced call center demands.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Maintained user account data by initiating account access and establishing in database.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
City Property Administration
Pretoria , Gauteng
05.2020 - 03.2021
- Provide excellent customer service and satisfaction
- Effective and timely addressing customer queries and resolving problems as per agreed on service levels of 90% for calls and 75% for emails
- Inbound calls and emails focus
- System – Logging cases, follow ups and assisting with financial problems
- Sending statements
- Overview of contract
- CRM management -Coach and mentor team members communication etiquette
- Achieve and maintain a good working relationship with team members and the broader CPA workforce
- WhatsApp management - Professional and factual feedback on WhatsApp for any enquiry received as per WhatsApp Messages attended to.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Tracked customer service cases and updated service software with customer information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Contracts Administration Executive
Merchants, MBFS UK
08.2018 - 04.2020
- Reporting (Daily Performance and monthly updates)
- Contract administration (Updating contracts, sending settlements, and adding details
- Calculations and accuracy of figures
- Auditing Financial Tasks, Resolving and Escalation Queries
- Achieving individual and Team targets
- Meeting monthly KPI
- Worked flexible hours across night, weekend and holiday shifts.
- Gained strong leadership skills by managing projects from start to finish.
- Passionate about learning and committed to continual improvement.
- Applied effective time management techniques to meet tight deadlines.
- Gained extensive knowledge in data entry, analysis and reporting.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Demonstrated leadership skills in managing projects from concept to completion.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Worked effectively in fast-paced environments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Strengthened communication skills through regular interactions with others.
- Self-motivated, with a strong sense of personal responsibility.
- Cultivated interpersonal skills by building positive relationships with others.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Proved successful working within tight deadlines and a fast-paced environment.
Roadside Assistant, Call Centre Agent
Merchants MBSA
Centurion, Gauteng
03.2017 - 08.2018
- Reporting (Weekly Performance and monthly updates)
- Implementing and updating, processes when needed (System issues and team efforts)
- Achieving Team targets
- Buddy trainer
- Managing campaigns (Event planner for department and assisting in the community project for the unemployed)
- Product Training Agent
- Retained accurate records of purchases, titles and sales.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
- Tore down, repaired and rebuilt faulty assemblies such as power systems, steering systems and linkages.
- Utilized special alignment equipment and wheel-balancing machines to align wheels, axles, frames and steering mechanisms of automobiles.
- Implemented tracking systems to monitor parts inventory and transactions to reduce discrepancies.
- Read and followed technical documentation to complete accurate repairs.
- Checked brake systems and determined need of pad replacement, disc turning or other maintenance requirements.
- Serviced air conditioning systems, changed and topped off fluids and completed maintenance inspections.
- Tuned automotive systems and components to optimize functionality and prolong life of each piece.
Sales Assistant
Cotton ON Kids
Centurion, Gauteng
09.2016 - 03.2017
- Stock Taking &Movement
- Customer Services
- POS functions
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Helped customers locate products and checked store system for merchandise at other sites.
- Assisted customers with prompt and polite support in-person and via telephone.
- Fielded customer questions to share information about products, availability, and pricing.
- Entered, coded and processed vendor invoices and helped track expenses for capitalizations.
- Prepared PowerPoint presentations and Word documents for sales presentations.
- Communicated orders to vendors, scheduling carriers for pickup if needed.
- Facilitated ordering and processing of business cards and nameplates for sales team.
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
- Contributed to team objectives in fast-paced environment.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Attended monthly sales meetings and quarterly sales trainings.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Set and achieved company defined sales goals.
Debt Collector Call
Vertex Solutions Pty Ltd
03.2015 - 09.2016
- Sales and Targets
- Achieving Individual Targets
- Financial Administration Tasks
- Reporting
- Auditing Financial Tasks
- Resolving Queries
- Escalation Queries
- Performing Outbound/Inbound calls to clients
- R eferences
- Ran errands and provided general office support in a professional environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Proved successful working within tight deadlines and a fast-paced environment.
- Learned and adapted quickly to new technology and software applications.
- Organized and detail-oriented with a strong work ethic.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
Education
Certificate - Auxiliary Nurse
Caring Hands Academy
Waverley 02.2013 - 10.2013
Matric -
Tsogo Secondary
Mmakau, North West 01.2012 - 11.2012
Skills
Report preparation
Additional Information
Merchants :Training Future Leader Program
- Leadership
- Call Centre Fundamentals
- Management Running
- Effective Meetings
- Oral Communication
- Business Writing Skills
- Time Management
- Personal Branding
- Change Management
- HR Workshop Coaching in action
Timeline
Contact Centre Agent & Administrator
MIE
02.2022 - Current
Customer Service Representative
City Property Administration
05.2020 - 03.2021
Contracts Administration Executive
Merchants, MBFS UK
08.2018 - 04.2020
Roadside Assistant, Call Centre Agent
Merchants MBSA
03.2017 - 08.2018
Sales Assistant
Cotton ON Kids
09.2016 - 03.2017
Debt Collector Call
Vertex Solutions Pty Ltd
03.2015 - 09.2016
Certificate - Auxiliary Nurse
Caring Hands Academy
02.2013 - 10.2013
Matric -
Tsogo Secondary
01.2012 - 11.2012
Similar Profiles
ZANELE PENELOPE NGOBESEZANELE PENELOPE NGOBESE
Administration Assistant at MIEAdministration Assistant at MIE
Beeharry Ethan DwayneBeeharry Ethan Dwayne
Intern at MIEIntern at MIE
Hiyori NakanoHiyori Nakano
Nurse at National Hospital Organization Mie Chuo Medical CenterNurse at National Hospital Organization Mie Chuo Medical Center