Keduetsoe Beverly Mokome
Team Leader Absa Card
Ga-Rankuwa
Summary
Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Overview
15
15
years of professional experience
Work History
Team Leader
Absa
Pretoria
05.2018 - Current
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Led team of 13 members while providing exceptional customer service.
- Identify team goals and evaluate team progress
Service Quality Performance Enhancement Coach
Absa
Pretoria
06.2012 - 04.2018
- Created plans and communicated deadlines to complete projects on time.
- Increased customer satisfaction by resolving issues.
- Adhered to social distancing protocols and wore mask or face shield.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Deliver training, through side by side assistance to increase performance in quality results.
- Deliver leadership coaching on a one on one basis to enhance leadership capabilities on junior management levels.
- Analyze statistical reports across and provide verbal or written feedback to management to establish possible skills gaps.
- Customize learning materials in line with business needs and be utilized in coaching interventions.
Customer Service Call Center Agent
Absa
Pretoria
05.2007 - 07.2012
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Education
High School Diploma -
Holy Trinity High School
Pretoria 04.2001 -
No Degree - Customer Service Management
Khwani Trading
Pretoria 04.2001 -
Skills
Performance improvement
Client Service
Daily workflow improvement
Sales expertise
Account management
Key performance indicators
Technical Support
Complaint resolution
Employee Evaluation
Staff education and training
Accomplishments
Received a certificate in grade 12 for the best leaner in Economic management sciences.
Received a certificate for appreciation from Niroshni Govender previous Team leader.
Awarded for being the best Facilitator.
Recognized as the best Team Leader in the space within 6 months in the role.
Timeline
Team Leader
Absa
05.2018 - Current
Service Quality Performance Enhancement Coach
Absa
06.2012 - 04.2018
Customer Service Call Center Agent
Absa
05.2007 - 07.2012
High School Diploma -
Holy Trinity High School
04.2001 -
No Degree - Customer Service Management
Khwani Trading
04.2001 -