Karabo Olofentse Mokgatle
Protea North Soweto ,Gauteng
Summary
Accomplished professional with a proven track record in delivering exceptional customer service in high-pressure environments. Demonstrates expertise in enhancing negotiations to optimise outcomes and excels in clear, effective communication. Utilises analytical skills to drive strategic improvements and is skilled in active listening to enhance workplace communication. Proficient in problem solving, conflict resolution, and coordinating call handling procedures, with a focus on achieving organisational goals.
Overview
2
2
Languages
1
1
year of post-secondary education
9
9
years of professional experience
Work History
Call center agent
Merchants DoorDash
Parktown, Johannesburg, South Africa
11.2023 - I currently work here
- Followed up dasher calls with further information or instructions when necessary.
- Last mile delivery dashers support from pick up to drop off.
- Employed strong communication skills to explain complex information in a clear and understandable manner to dashers.
- Handled incoming telephone calls promptly to minimise dasher waiting times and enhance dasher satisfaction ratings.
- Managed inbound calls and forwarded to correct departments
- Gave dasherss information about available products and services to build awareness.
- Attended regular training to enhance performance and expand knowledge.
- Maintained up-to-date knowledge of company policies and procedures to provide accurate information to dashers.
- De-escalated negative correspondence to achieve positive outcome.
- Adapted to rapidly changing work environments and Dasher needs, ensuring high levels of service despite challenges.
Running and managing my own snack shop
Self employed
Soweto, South Africa
05.2018 - 10.2023
- Engaged with customers to better understand needs and deliver excellent service.
- Built and maintained courteous and effective working relationships.
- Actively listened to customers to fully understand requests and address concerns.
- Enhanced customer satisfaction through outstanding customer service
- Developed excellent working knowledge of industry trends and improvements in processes.
- Achieved efficient scheduling through effective planning and coordination
Account management consultant Vehicle finance
Standard Bank of South Africa
Johannesburg, South Africa
09.2014 - 03.2018
- Analysed financial data to identify opportunities for cost reduction and revenue enhancement.
- Crafted solutions to reoccurring issues by analysing root causes.
- Used exceptional networking and relationship-building abilities to nurture positive, professional stakeholder relations.
- Delivered educational presentations on preventive healthcare measures to community groups, enhancing public health awareness.
- Demonstrated expertise in change management strategy, visioning and developing process, structure and behaviour.
- Monitored industry trends to advise clients on potential impacts and adaptation strategies available to maintain a healthy credit profile.
- Utilised analytics to provide insights into customer behaviour, driving rehabilitation growth.
- Worked collaboratively with clients to bring defaulted VAF accounts up to date.
- Negotiated with personal and business clients to secure advantageous contracts amendment for clients.
- Followed established policies and procedures in handling calls, keeping patient data confidential and maintaining professionalism.
Education
Delf A1 French - Languages French
Alliance Francais
Johannesburg 01.2015 - 12.2015
Basic computing and office administration
Funda Center Community College
Johannesburg 01.2005 - 06.2005
Matric - Matric
Damelin Eden
Johannesburg 01.2002 - 01.2002
Skills
- Delivered exceptional customer service in high-pressure environment
- Enhanced negotiations to optimise outcomes
- Excelled in delivering clear and effective communication
- Utilised analytical skills to drive strategic improvements
- Skilled in active listening to enhance workplace communication
- Problem solving
- Conflict resolution
- Coordinated call handling procedures
Languages
English
First language
French
Beginner
A1
Interests
- Ballroom dance
Accomplishments
- I have been part of the my voice forum from 2024
Timeline
Call center agent
Merchants DoorDash
11.2023 - I currently work here
Running and managing my own snack shop
Self employed
05.2018 - 10.2023
Delf A1 French - Languages French
Alliance Francais
01.2015 - 12.2015
Account management consultant Vehicle finance
Standard Bank of South Africa
09.2014 - 03.2018
Basic computing and office administration
Funda Center Community College
01.2005 - 06.2005
Matric - Matric
Damelin Eden
01.2002 - 01.2002