IPELENG TLAPE
Customer Service Specialist
Randburg
Summary
Accomplished Team Leader with a proven track record at Aegis BPO and Web-help SA, enhancing team productivity and customer satisfaction through expert coaching and efficient process implementation. Skilled in CRM and known for exceptional customer service excellence, consistently achieving results by fostering client relationships and staff development. 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.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Customer Support Specialist
Telesure Investment Holdings
2023.11 - Current
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring high level of professionalism at all times.
- Managed high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Delivered exceptional customer service experiences by maintaining positive attitude, active listening skills, and empathetic responses to customer concerns.
Sales Consultant
Own-IT ZA
2019.02 - 2023.10
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Responded to telephone and in-person requests for information.
- Provided sales and customer service assistance to walk-in traffic
- Boosted customer satisfaction by providing personalized consultations and tailored product recommendations.
- Followed up with existing customers to provide additional support and address concerns.
- Streamlined sales processes to improve efficiency, leading to quicker deal closings and increased productivity.
Team Leader
Webhelp South Africa
2014.10 - 2018.11
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Team Leader
Aegis BPO
2011.02 - 2014.09
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Coached and mentored a team of Customer Service Consultants within company processes and procedures.
Customer Service Representative
Aegis BPO
2009.10 - 2011.01
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Educational Assessment, Testing, And Measurement
Train You Can PTY LTD
Durban, South Africa 2023.06 - Current
International Business Management
Bizz Course
2023
Virtual Assistant Course
Type Whizz
2023.03 - 2023.07
Teaching English As A Second Language
TEFL Universal
2023.02 - 2024.07
Omni Consulting
2016.01 - 2016.03
Human Resources Management
Academy Of York
2014.01 - 2014.09
Prestige Bussiness College
2007.01 - 2007.06
High School Diploma -
Ramaine High School
Mafikeng, South Africa 2001.04 -
Skills
Customer service excellence
Customer Relationship Management (CRM)
Call center experience
Complaint Handling
Quality Assurance
Team Leadership
Operations Management
Staff Development
Performance Management
Coaching Techniques
Client relationship
Structural Assessment
Additional Information
REFERENCES
Name : Mr. Limal Coolman
Position: Team Leader
Company: Telesure Investment Holdings
Contact Numbers: 065 973 4613
Name : Mr. Abdur Rahman Waleed
Position: Director
Company: Own-IT ZA
Contact Numbers:+1770 656 2417
Name : Keneilwe Stone
Position: Call Centre Manager
Company: Webhelp SA
Contact Numbers: 078 1704 655
Name : Mr. Mfundo Mdlalose
Position: Customer Service Manager
Company: Webhelp SA
Contact Numbers: 082 6823 972
Name : Mr Lindani Mkhungo
Position: Senior Team Leader
Company: Aegis Global
Contact Numbers: 078 9348 294
Timeline
Customer Support Specialist
Telesure Investment Holdings
2023.11 - Current
Educational Assessment, Testing, And Measurement
Train You Can PTY LTD
2023.06 - Current
Virtual Assistant Course
Type Whizz
2023.03 - 2023.07
Teaching English As A Second Language
TEFL Universal
2023.02 - 2024.07
Sales Consultant
Own-IT ZA
2019.02 - 2023.10
Omni Consulting
2016.01 - 2016.03
Team Leader
Webhelp South Africa
2014.10 - 2018.11
Human Resources Management
Academy Of York
2014.01 - 2014.09
Team Leader
Aegis BPO
2011.02 - 2014.09
Customer Service Representative
Aegis BPO
2009.10 - 2011.01
Prestige Bussiness College
2007.01 - 2007.06
High School Diploma -
Ramaine High School
2001.04 -
International Business Management
Bizz Course
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