Exercising
Ipeleng Tlape
ESL Teacher
Johannesburg
Summary
I am an ambitious individual who is prepared to achieve the desired goals of the company. My desire is to be part of a dynamic company and to be able to unleash my full potential. I am a hard worker, self-motivated and goal oriented individual who is always looking for a challenge to enhance my skills and knowledge.
Overview
4
4
years of professional experience
2
2
Certifications
1
1
Language
Work History
Call Center Manager, Senior Team Leader / Operations Manager
- Keneilwe Stone - "Webhelp, 078 1704 655
- Mr Mfundo Mdlalose - "Webhelp SA"
Team Leader
Aegis Global
- Analyzed Call Center data and prepared reports for upper management
- Coached call center staff through challenging customer service issues
- Prepared work schedules to promote sufficient coverage for shifts
- Evaluated staff producticity and performance
- Generated reports detailing metrics such as call times (Average Handling Time),
- Quality Assurance,
- Customer Satisfaction metrica (Net Promoter Score)
- Handled Advanced issues (customer escalation) with ease
- Oversaw team of agents focused on in-bound calls
- Motivates employees to increase productivity and maximize service quality with hands-on leadership style., Coached and Mentored a team of Customer Service Advisers within company processes and procedures.
Call Center Agent
Aegis Global
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Educated customers on company systems, form completion, and access to services
- Processed debit and credit card and electronic check payments
- Leveraged sales expertise to promote products and capitalize on upsell opportunities
- Approved and terminated customer contracts upon request.
- Attended telephone skills and program information training sessions to boost aptitude
- Boosted customer service satisfaction ratings through consistent quality control
- Compiled status and performance reports for team leaders to address company strengths and weakness
Customer Service Manager
- 082 6823 972
- Lindani Nkosinathi Mkhungo - "Aegis Global
Director Entrepreneurship, President
Own It ZA, Webhelp SA
Randburg
10.2014 - 01.2011
- Idea generation and scanning of the best suitable idea
- Product analysis and market research
- Determination of form of ownership/organization
- Completion of promotional formalities
- Raising Capital
- Undertaking the business operations
- Sales and Promotion
- Ipeleng.tlape@icloud.com 067 768 4798 340 Pretoria Avenue Rand
store Promoter
Tevo ( PTY) Ltd
01.2007 - 12.2008
- Determined customers' needs and provided brand awareness and recommendations to fulfill requirements
- Analyzed industry trends and benchmarked competitors to inform marketing strategies
- Created reports to track performance of marketing campaigns and suggest improvements
- Created and launched campaigns across digital and traditional channels to drive sales
- Distributed advertising and marketing collateral to store locations
- Responded to customer inquiries promptly and professionally to increase customer satisfaction
- Tracked key performance indicators to measure success of campaigns
- Performed LIVE demonstration for customers on new products.
Education
TEFL Universal 120 Hour Advanced TEFL (Teach English as a Foreign Language) Course Certificate (120 - undefined
TEFL Universal TEYL (Teaching English to Young Learners) Course Certificate (50 hours) Omni H.R. Consulting Raising the Bar Coaching Program Certificate (27 Credits) Academy of York Human Resources and Labour Relations Management - undefined
Call Center Certificate - undefined
Prestige Business College
Skills
Excellent communication skills (Verbal and Written)Excellent Leadership and Management SkillsExcellent customer serviceTime management skillsStaff ManagementFlexibilityCOMPUTER SKILLSMicrosoft WordMicrosoft ExcelMicrosoft PowerPointInternet and Email
Staff Management
Staff Management
Performance improvements
Employee engagement
Sales and marketing
Business administration
Certification
Ramaine High School
Accomplishments
- Supervised team of over 15 staff members.
Interests
Reading
Hiking
Timeline
Director Entrepreneurship, President
Own It ZA, Webhelp SA
10.2014 - 01.2011
store Promoter
Tevo ( PTY) Ltd
01.2007 - 12.2008
Call Center Manager, Senior Team Leader / Operations Manager
Team Leader
Aegis Global
Call Center Agent
Aegis Global
Customer Service Manager
TEFL Universal 120 Hour Advanced TEFL (Teach English as a Foreign Language) Course Certificate (120 - undefined
TEFL Universal TEYL (Teaching English to Young Learners) Course Certificate (50 hours) Omni H.R. Consulting Raising the Bar Coaching Program Certificate (27 Credits) Academy of York Human Resources and Labour Relations Management - undefined
Call Center Certificate - undefined
Prestige Business College