Jane Lolo Charity Letlape
Centurion
Summary
I am a quality-driven Call Centre and Customer Experience professional with 15+ years of experience in public-sector contact centres, CRM environments, and service excellence functions. I specialize in conducting quality assessments, analysing performance data, and implementing process improvements to enhance customer satisfaction and operational efficiency.
Proficient in tools such as Queue Metrics (TELVIVA), DCE Portal, ICMS (Bokamoso), Claims View & Dashboard, and CRM systems, ITSM7. I excel at streamlining workflows and optimizing processes. I am committed to continuous improvement and operational excellence, guided by initiatives like the CEM Africa Roadshow and adherence to Batho Pele Principles.
Overview
20
20
years of professional experience
Work History
Call Centre Agent
Road Accident Fund
05.2026 - Current
- Manage Tier 3 email correspondence, route enquiries received from the Contact Centre to the appropriate departments, and ensure timely resolution within prescribed turnaround times.
- Remained calm under pressure to handle customer complaints and solve problems.
- Followed-up on customer interactions to provide further support.
- Responded to customer emails with accurate, professional replies.
CRM Project (TQM: Quality Assurance secondment)
ROAD ACCIDENT FUND
09.2023 - 04.2026
- Total Quality Management (Continuous)
- Quality Assessment for agent effectiveness
- Repeat Calls Analysis
- Call Handling processes (compliance to process guides and scripts)
- Products and service management enhancement (Client Experience Reports and Insights initiatives)
- Implementation of efforts following feedback from "Agent Effort to Resolve" and :Claimant Effort to Accessibility" Assessments.
- Activity Based Costs (Analysis, Quantifying and Reporting) (Monthly feedback with DCE data as input)
- SLA analysis for improvement and reporting
- Workflows and Processes analysis for performance enhancements
- Assist in setting quality standards (monthly)
- Recommending corrective actions with Management when quality standards are not met.
- Plans for improvement in quality standards
- Call Centre, Team, and Agent Performance Management analysis (Monthly - DCE and Telephony)
- Ensure performance and quality decisions aligned to organisational values: Gather and analyses data to guide decision making in improving performance.
- Identifying product/systems/processes related training/coaching gaps.
- Alteram Call Centre Stakeholder Relationships management.
- Workforce Management Trend Analysis
Call Centre Agent
ROAD ACCIDENT FUND
02.2017 - 06.2023
- To answer calls in prompt and efficient manner
- Capture all information received from external stakeholders on the system.
- Provide accurate information to claimants, general public, doctors, attorneys
- Provide accurate feedback to the business on queries and requirements
- Provide and update claimant information accurately on database
- Assist claimants with completing and correctly filling in the RAF claim forms
- Assist claimants with details of claims officer
- Attend to email queries
- Complete and correct claim information on the system
- Document administration
- Data capturer
Call Centre Consultant: The NSG Contact Centre
SITA
12.2015 - 01.2017
- Capture calls on the ITSM7
- Assign calls to be generated on the Training Management System
- Do reports on the ITSM7
- Provide e-mail and Telephone support
- Serving customers in a polite and professional manner.
- Adhering to Service Level Agreement
- Tracking and monitoring of status and progress of all open incident requests
- Attending calls on a queue should there be calls waiting
- Ensuring that clients receives quality customer service at all times
- Communicate policies guidelines to the customer with regards to support and local services.
Helpdesk Consultant: Escalation (Presidential Hotline)
SITA
06.2012 - 11.2015
- Dealing with all escalated queries through a telephone
- Providing e-mail and Telephone support to Public Liaisons Officers
- Monitoring Public Liaison Officer's access to ITSM7
- Monitoring calls assigned to Province/ Ministry
- Update work log with any communication
- Monitoring Corruption calls
- Daily updating Public Liaison Officer Database and Report
- Monitoring of calls assigned to Presidency
- Monitoring quality of 1st line calls logged
- Update calls on behalf of Public Liaison Officer
- Assign calls on behalf of Modify Public Liaison Officers
- Re-opening of logged calls with invalid responses
- Capture and escalate Presidential Hotline IDMS/correspondence calls
- Provide support for Department of Public Works
- Provide support for National Department of Justice
- Provide Support for Limpopo Province Departments
- Conducting customer satisfaction
- Drafting reports of high impact incidents
- Tracking and monitoring of status and progress of all open incident requests
Presidential Hotline Agent
SITA
08.2009 - 06.2012
- Serving customers in a polite and professional manner.
- Adhering to Service Level Agreement
- Dealing with all escalated queries through a telephone
- Tracking and monitoring of status and progress of all open incident requests
- Attending calls on a queue should there be calls waiting
- Ensuring that clients receives quality customer service at all times
- Communicate policies guidelines to the customer with regards to support and local services.
- Assign calls to relevant departments
- Arrangement of client follow ups on meetings
- Error Reporting
Fitness Consultant
Wellness Dynamics Private Health Club
07.2007 - 08.2008
- Do Promotions
- Receptionist
- Administration
- Prepare and perform fitness assessments
- Reason for leaving: Company closed down
Lifestyle Consultant
Virgin Active
09.2006 - 07.2007
- Ignitions (assist members with training programs)
- Preparation of exercise machines
- Help with diet plan programs
- Member Service- application process
- Interacting with clients
- Plan session appointments
- Reason for leaving: My internship ended (Completed)
Education
Certificate - Information Technology NQF Level 5
MANCOSA
12-2023
Technical Support - NQF Level 4
Richfield Graduate Institute of Technology
12-2022
ND - Sport Management
Vaal University of Technology (VUT)
12-2017
ComptiA A+ Training Certificate - Hardware, Networking, Laptops and Operational Procedures, Operating Systems, Security, Mobile Devices and Troubleshooting
CTU Training Solutions
12-2014
Matric - Mathematics, Physical Science, Biology, Geography, English, Afrikaans, Setswana
Ramotshere High School
12-2002
Skills
- Self-motivated and responsible
- Team collaboration
- Decision-making and leadership
- Problem-solving strategies
- Milestone and budget management
- Open and clear communication
- Relationship building and customer engagement
- Queue metrics analysis
- TELVIVA expertise
- Customer relationship management (CRM)
- Service level agreements (SLA)
- Claims management systems
- Government portal navigation
- Company policy adherence
- Customer service excellence
- Voice of the customer insights
- Call center operations management
- Quality assurance practices
- Customer relationship management
- Voice of the customer
- Call center operations
- Quality assurance
- Call handling
- Customer feedback analysis
- Problem solving
- Performance management
- Customer Service
- Problem solving strength
- Customer relations
- Teamwork and collaboration
- Customer relationship building
- Customer satisfaction focus
- Target achievement
- Interpersonal communication skills
- Client service
- Computer expertise
- Customer needs analysis
- Product and service knowledge
- CRM Software proficiency
Custom Section
Good
References
- Neale Lines, Road Accident Fund, Team Lead, 0126211666, NealeL@raf.co.za
- Pamela Jack, Road Accident Fund, Manager, 0126211600, pamelaj@raf.co.za
- Engrett Aphane, SITA, Manager, 0126577512, engrett.aphane@sita.co.za
Timeline
Call Centre Agent
Road Accident Fund
05.2026 - Current
CRM Project (TQM: Quality Assurance secondment)
ROAD ACCIDENT FUND
09.2023 - 04.2026
Call Centre Agent
ROAD ACCIDENT FUND
02.2017 - 06.2023
Call Centre Consultant: The NSG Contact Centre
SITA
12.2015 - 01.2017
Helpdesk Consultant: Escalation (Presidential Hotline)
SITA
06.2012 - 11.2015
Presidential Hotline Agent
SITA
08.2009 - 06.2012
Fitness Consultant
Wellness Dynamics Private Health Club
07.2007 - 08.2008
Lifestyle Consultant
Virgin Active
09.2006 - 07.2007
Certificate - Information Technology NQF Level 5
MANCOSA
Technical Support - NQF Level 4
Richfield Graduate Institute of Technology
ND - Sport Management
Vaal University of Technology (VUT)
ComptiA A+ Training Certificate - Hardware, Networking, Laptops and Operational Procedures, Operating Systems, Security, Mobile Devices and Troubleshooting
CTU Training Solutions
Matric - Mathematics, Physical Science, Biology, Geography, English, Afrikaans, Setswana
Ramotshere High School