Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Karabo Maoko

Inbound Agent
Pretoria

Summary

Dynamic sales professional with a proven track record at Mahala Admin, excelling in inbound sales and customer relationship building. Demonstrated exceptional problem-solving abilities and achieved high customer satisfaction rates through effective communication and upselling techniques. Proficient in CRM software, consistently exceeding sales targets while fostering a positive team environment.

Experienced with customer engagement, communication, and problem-solving. Utilizes persuasive communication to connect with clients and understand their needs. Knowledge of sales strategies and techniques that drive customer satisfaction and retention.

Overview

8
8
years of professional experience
1
1
Certification
8
8
Languages

Work History

Inbound Sales Representative

Mahala Admin
09.2024 - 07.2025
  • Proactively reached out to potential clients who had expressed interest in our products or services but hadn''t yet made a purchase decision, nurturing those leads into closed deals eventually.
  • Served as a reliable resource for colleagues, sharing insights gained from challenging situations faced during daily operations.
  • Played a key role in increasing upsell opportunities by staying knowledgeable about promotions or special offers.
  • Assisted customers with troubleshooting issues related to their purchases, demonstrating exceptional problem-solving skills and empathy towards their concerns.
  • Worked with multiple means of communication within fast-paced environment.
  • Documented details of calls and customer interactions.
  • Diffused escalated situations by remaining calm under pressure and delivering empathetic resolutions for dissatisfied customers.
  • Assisted callers with navigating company website and online services, improving overall user experience.
  • Collaborated with team members to share best practices and improve overall performance.
  • Handled time-sensitive inquiries effectively, minimizing delays between customer requests and appropriate resolutions.
  • Showcased expert communication skills when relaying detailed information about products or services over the phone.
  • Resolved complex issues for customers, resulting in increased loyalty and repeat business.
  • Maintained accurate records of all customer interactions in the company''s CRM system, ensuring seamless follow-up on unresolved issues.
  • Provided exceptional customer service, leading to numerous positive reviews from satisfied clients.
  • Managed high call volume periods adeptly, employing effective multitasking abilities to ensure minimal disruption in service.
  • Worked closely with team leads to develop strategies aimed at enhancing overall performance levels within the department.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.

Outbound Agent

Mahala Loyalty Programme
05.2021 - 09.2024
  • Increased customer satisfaction by addressing and resolving inquiries promptly and professionally.
  • Utilized CRM software for accurate record-keeping, tracking leads, and managing follow-up activities.
  • Achieved success in cold calling campaigns by researching prospects thoroughly before initiating contact.
  • Improved sales conversion rates by tailoring product presentations to customer needs and preferences.
  • Collaborated with team members to share best practices, streamline processes, and enhance overall performance.
  • Developed rapport with potential clients quickly, establishing trust in the company''s offerings.
  • Built strong client relationships through effective communication and active listening skills.
  • Contributed to a positive work environment by actively participating in team meetings, offering support to colleagues when needed.
  • Adhered strictly to company policies regarding ethical sales practices and procedures, maintaining a strong reputation for integrity.
  • Conducted follow-ups with customers after sale completion to ensure ongoing satisfaction and promote future opportunities.
  • Participated in regular training sessions to stay up-to-date on industry trends, product developments, and selling strategies.
  • Enhanced the company''s reputation by delivering exceptional service, building trust, and ensuring repeat business.
  • Maintained extensive knowledge of products and services to provide comprehensive information during sales calls.
  • Managed time effectively to maximize productivity while maintaining high levels of customer satisfaction.
  • Consistently met or exceeded monthly sales targets with a focus on excellent customer service.
  • Set personal goals for professional growth that aligned with departmental objectives, driving overall success.
  • Overcame sales objections with persuasive negotiation techniques that led to successful deal closures.
  • Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
  • Set up appointments with interested customers according to schedule availability.
  • Followed up with customers to confirm satisfaction with purchases and resolve last-minute issues.
  • Made average of 82 outbound and inbound calls per day.
  • Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
  • Implemented upselling techniques to increase revenue and move product.

Data Capturer/QA

Mahala Loyalty Programme
07.2017 - 09.2021
  • Excelled in working independently as well as collaborating with teams, utilizing strong multitasking skills to manage competing priorities.
  • Maintained strict confidentiality while handling sensitive client information and records.
  • Corrected data entry errors to prevent duplication or data degradation.
  • Verified accuracy and validity of data entered in databases
  • Entered client information into databases quickly and with minimal errors.
  • Obtained scanned records and uploaded into database.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Applied data entry knowledge skills to resolve indecipherable or garbled messages.
  • Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
  • Enhanced data accuracy by meticulously entering and verifying information in various databases.
  • Provided exceptional customer service when responding to inquiries related to captured data or other relevant issues.
  • Maintained files, records, and chronologies of entry activities.
  • Reduced manual input errors with thorough proofreading and attention to detail in all data entries.
  • Kept optimal quality levels to prevent critical errors and support team performance targets.
  • Collaborated with team members to complete large-scale data capture projects on time and within budget constraints.
  • Optimized workflow processes by identifying areas of improvement in current data capture methods.
  • Utilized specialized software tools for seamless integration of captured data into the company''s systems.
  • Committed to continuous learning, actively seeking opportunities for professional development within the field of Data Capturing.
  • Uploaded or transmitted data using secure protocols.
  • Checked for accuracy by verifying data and records.
  • Used computer software to store and retrieve data.
  • Updated and maintained customer information, documents and records.
  • Followed data entry protocols, rules and regulations.
  • Created spreadsheets for more efficient recordkeeping.
  • Compared transcribed data with source document to detect and correct errors.
  • Analyzed current data records to provide detailed reports.
  • Utilized techniques for increasing data entry speed.
  • Kept scripts and test cases updated with current requirements.
  • Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Promoted a culture of continuous improvement within the QA team through regular training and skill development sessions.
  • Streamlined QA processes for efficiency, implementing test automation tools and methodologies.
  • Established clear communication channels between developers and QA analysts, fostering a collaborative environment.
  • Mentored junior QA analysts in best practices, helping to elevate their skills and boost overall team performance.
  • Ensured compliance with industry standards by conducting thorough audits on all aspects of the SDLC process.
  • Collaborated with cross-functional teams to ensure timely delivery of high-quality products and services.
  • Provided expert consultation on quality assurance matters to both internal stakeholders and external clients.
  • Conducted audits of existing data entry processes.

Education

High School Diploma -

Kwa-manala High School
Mpumalanga
04.2001 -

Skills

High-volume call centers

Inbound sales

Goal oriented

Data entry skills

Call decisioning

Data entry proficiency

Customer relationship building

Quality control procedures

Sales reporting

Product knowledge

Lead qualification

Email communication

Relationship building

Objection handling

Cold calling

Closing skills

Quality assurance standards

Call handling

Sales

High-energy sales tactics

Direct selling

Closing sales

Quick thinking

Teamwork

Call center experience

Customer service

Positive attitude

Microsoft office

Problem-solving

Customer engagement

Time management

Problem-solving abilities

Multitasking

Computer literacy

Outbound and inbound calls

Time management abilities

Active listening

Organizational skills

Scripted calls

Record keeping

Quality assurance

Certification

[Area of certification], [Company Name] - [Timeframe]

Timeline

Inbound Sales Representative

Mahala Admin
09.2024 - 07.2025

Outbound Agent

Mahala Loyalty Programme
05.2021 - 09.2024

Data Capturer/QA

Mahala Loyalty Programme
07.2017 - 09.2021

High School Diploma -

Kwa-manala High School
04.2001 -

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Karabo MaokoInbound Agent