KABELO MOENG
Contact Center Consultant
Sandton
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
10
10
years of professional experience
4
4
Languages
Work History
Contact Center Consultant
Alexander Forbes Financial Services
Sandton
01.2022 - Current
- Monitored quality assurance standards within the contact center, consistently meeting or exceeding established benchmarks for service excellence.
- Enhanced customer satisfaction by providing timely and effective solutions to contact center inquiries.
- Assisted in designing customized training programs tailored to individual agent needs for continuous professional development.
- Coordinated cross-functional teams to resolve multi-departmental inquiries quickly and effectively for clients.
- Provided valuable insights from customer interactions, contributing to product development initiatives that led to enhanced user experiences.
- Managed escalated calls effectively, resolving complex issues while maintaining a high level of professionalism and empathy.
- Trained new employees on company policies, procedures, and contact center best practices for seamless integration into the team.
Insurance Debt Collector
Auto And General
Fourways
08.2020 - 12.2020
- Improved debt recovery rates by implementing effective negotiation strategies and maintaining professionalism in challenging situations.
- Developed rapport with debtors by demonstrating understanding of their situations while clearly outlining available solutions for resolving debts owed.
- Exceeded performance targets for successful debt recoveries, contributing to company''s overall financial stability.
- Enhanced client relationships by providing regular updates on account status and diligently adhering to communication guidelines.
- Achieved successful settlements by skillfully negotiating terms agreeable to both parties involved in disputes.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
Customer Service Representative
Isuzu Motors South Africa
Waterfall, South Africa
10.2018 - 07.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Utilized CRM software to track customer interactions, ensuring consistent follow-up and issue resolution.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Investigated and resolved customer inquiries and complaints quickly.
Fixed Line Retentions
Telkom
Randburg, South Africa
11.2016 - 11.2018
- Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer calls and emails to answer questions about products and services.
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
Debt Collector
VVM Attorney
Randburg
09.2014 - 11.2015
- Maintained comprehensive knowledge of state and federal debt collection laws, protecting the company from potential legal issues.
- Improved debt recovery rates by implementing effective negotiation strategies and maintaining professionalism in challenging situations.
- Conducted thorough research and investigations into debtor backgrounds, identifying assets and potential leverage points for negotiations.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Processed debtor payments and updated accounts to reflect new balance.
Education
Metric(Diploma) -
Sikhululekile High School
PretoriaSkills
Quality Assurance Controls
undefinedReferences
- Sara Meko (Manager), Isuzu South Africa, 078 129 1589
- William Kekana, Telesure, 0785274071
- Lebogang Tshwane, Telkom, 0760372580
- Rozena (Manager), VVM Attorneys, (011) 329-8500 / 062 272 0267
- Brian Setoaba (Manager), Alex Forbes, 061 454 3314
Hiking
I feel a quiet elation when I step onto a trail with a backpack full of supplies. Like I'm ready to take on the world and that feeling permeates throughout the entire adventure, as if just the spirit of heading out into nature for a night or more is enough to feel free, wild and happy. As Alain de Botton wrote, “The pleasure we derive from journeys is perhaps dependent more on the mindset with which we travel than on the destination we travel to.”
Timeline
Contact Center Consultant
Alexander Forbes Financial Services
01.2022 - Current
Insurance Debt Collector
Auto And General
08.2020 - 12.2020
Customer Service Representative
Isuzu Motors South Africa
10.2018 - 07.2020
Fixed Line Retentions
Telkom
11.2016 - 11.2018
Debt Collector
VVM Attorney
09.2014 - 11.2015
Metric(Diploma) -
Sikhululekile High School
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