Itumeleng Kgotse
Jabavu,Soweto
Summary
Detail-oriented administrative professional skilled in managing diverse tasks and ensuring compliance with service level agreements. Experience includes processing payments, analyzing fraud cases, and conducting client consultations. Strong team player with a focus on prioritizing deadlines and enhancing operational efficiency through staff training.
Overview
1
1
Language
2
2
years of post-secondary education
19
19
years of professional experience
Work History
Regional Operations Coordinator
Britelink MCT
09.2021 - 04.2026
- Managed all maintenance and installations assigned to PODs.
- Effectively and efficiently manage the assignment of technicians' jobs.
- Ensure that all technicians are on time for all appointments.
- Ensure that all technicians always have tickets assigned to them.
- Assign all teams in POD available for installation as per booking standard.
- Verified work orders followed the correct process from assignment to live activation.
- Conducted regular follow-ups with maintenance technicians to ensure timely ticket resolution. with maintenance technicians on tickets.
- Manage the environmental technicians according to the network assessment plan.
- Create and manage installation maintenance tickets.
- Initiated contact with clients to schedule service appointments and confirm access availability. to schedule appointments for service access. to determine the client's availability to access the premise.
- Investigate tickets, assign a maintenance or install technician to assess.
- Effectively and efficiently manage the assignment of technicians' jobs.
- Constantly communicate with the team on site to establish time in and time out.
- Compiled daily reports on technician performance and installation metrics.
- Reason for leaving : Retrenched
Call Centre Agent
Tsebo Facilities Solutions
10.2018 - 10.2020
- Answer all helpdesk related calls within 20 seconds
- Logged calls accurately in the system to ensure effective tracking and resolution
- Tracked calls in alignment with service level agreements for compliance
- Entered detailed fault information into the system for troubleshooting
- Recorded precise location details to assist in service delivery
- Organized incoming calls by type and urgency for efficient handling
- Documented all pertinent information and comments for each call
- Finalized and documented calls in the system upon resolution
- Provided feedback on job progress to enhance team communication and service quality
Call Centre Agent
CEB Maintenance Africa Pty Ltd / Business Connexions
06.2016 - 08.2018
- Answer calls, log and close calls as per client
- Migrated Managed Shoprite Online data migration to enhance system integration. data from Remedy I.T. Service Management to Navision for system integration.
- Transitioned Facilitated Foschini Online data integration for streamlined operations. data from ITSM to Navision for better tracking.
- Migrated Clicks Online data from Remedy to Microsoft Dynamics 365 Business Central for better data management.
- Assigned incoming calls efficiently to appropriate team members. and actioned within SLA agreements.
- Closed and updated client calls to track resolution status. for clients to ensure resolution
- Providing support to the client calling such on the 1st level, diagnosis and resolution of calls
- Ensuring that all assets changes are communicated to the relevant Dept, daily
- Conducted follow-up on unresolved customer queries to ensure prompt resolution.
- Left position due to company-wide retrenchment affecting multiple roles.
Financial Consultant (Call Centre)
Shoprite Financial Service (MFin)
03.2015 - 10.2015
- Managed inbound calls from customers seeking assistance
- Resolved telephonic complaints and general queries professionally, adhering to set standards
- Delivered customer support via telephone to assist clients with their inquiries.
- Conducted outbound sales calls to potential customers
- Followed established written communication principles to ensure clarity and professionalism in correspondence.
- Upheld customer service standards while promoting a positive company image
- Raised complaints and inquiries to the appropriate operational level for effective resolution.
- Escalate complaints/enquiries/information to relevant operational level
- Followed up on customer inquiries and complaints.
Financial Consultant (Call Centre)
WNS (MFin Finances)
07.2014 - 03.2015
- Handled inbound calls to assist customers with inquiries
- Delivered telephonic customer support to enhance client satisfaction
- Resolved telephonic complaints and general queries professionally, adhering to set standards
- Conducted outbound sales calls to engage potential customers
- Left position due to Shoprite's acquisition of MFin Finance project.
Collections Agent
KOEGELENBERG ATTORNEYS
Stellenbosch
12.2013 - 07.2014
- Collected outstanding payments from clients
- Negotiated payment terms with clients
- Followed up on default payments to facilitate timely collections
- Coordinated payment arrangements with clients
- Executed setup of debit orders for clients
- Arrangement of payment
- Updated client records in database
- Handled inbound and outbound calls for customer support
- Reason for leaving : Offered a new job WNS
Fraud Analyst
FIRST NATIONAL BANK
Johannesburg (Bank City)
12.2007 - 01.2012
- Implemented fraud prevention strategies
- Analyzed fraudulent activities
- Confirmed client payment plans
- Reviewed cancelled debit cards to identify potential fraud cases
- Analyzed client spending patterns to detect anomalies and mitigate risk
- Served as client consultant for banking services
- Assessed client risk levels to inform fraud prevention strategies
- Reason for leaving : Started my own business
Temporary Clerk / Admin Officer
ABSA GROUP
Johannesburg (Kempton Park)
12.2006 - 02.2007
- Managed filing and emailing of correspondence to facilitate timely communication.
- Typed and faxed documents to ensure relevant parties received necessary information.
- Scanning and Processing payment for building loans
- Executed contract obligations to finalize projects effectively.
Education
N4 & N5 National Certificates - Financial Management
Central Johannesburg College Park Town Campus
Joburg 01.2003 - 01.2004
N3 National Certificate -
Central Johannesburg College
Parktown 06.2001 - 01.2002
Some College (No Degree) - Financial Management
Central Johannesburg College
Parktown Some College (No Degree) - Financial Management
Central Johannesburg College
Parktown Skills
- Data entry
- Call handling
- Incident tracking
- Customer database management
- Service level adherence
- Result and deadline driven and able to prioritize tasks and manage multiple tasks
- Work well under pressure
- Attention to detail
- I am able to take ownership of problems and coordinate to resolution
- Independent and team-oriented
- Oral and written communication
Personal Information
- Date of Birth: 1982-07-24
- Gender: Male
- Nationality: South African
- Driving License: Code 10
- Marital Status: Single
- ID Type: I.D number
- ID Number: 8207245656080
PERSONAL DETAILS
- Date of Birth: 1982-07-24
- Gender: Male
- Nationality: South African
- Driving License: Code 10
- Marital Status: Single
- ID Type: I.D number
- ID Number: 8207245656080
Languages
English
Advanced
C1
Timeline
Regional Operations Coordinator
Britelink MCT
09.2021 - 04.2026
Call Centre Agent
Tsebo Facilities Solutions
10.2018 - 10.2020
Call Centre Agent
CEB Maintenance Africa Pty Ltd / Business Connexions
06.2016 - 08.2018
Financial Consultant (Call Centre)
Shoprite Financial Service (MFin)
03.2015 - 10.2015
Financial Consultant (Call Centre)
WNS (MFin Finances)
07.2014 - 03.2015
Collections Agent
KOEGELENBERG ATTORNEYS
12.2013 - 07.2014
Fraud Analyst
FIRST NATIONAL BANK
12.2007 - 01.2012
Temporary Clerk / Admin Officer
ABSA GROUP
12.2006 - 02.2007
N4 & N5 National Certificates - Financial Management
Central Johannesburg College Park Town Campus
01.2003 - 01.2004
N3 National Certificate -
Central Johannesburg College
06.2001 - 01.2002
Some College (No Degree) - Financial Management
Central Johannesburg College
Some College (No Degree) - Financial Management
Central Johannesburg College