Kgaugelo Mathekga
Key Account Manager
Johannesburg
Summary
Dedicated and results-driven professional with over 3 years of experience in call center operations, quality assurance, and account management. Skilled in customer relationship management, performance analysis, team leadership, and process improvement. Proven ability to enhance service quality, streamline workflows, and achieve sales targets.
Overview
8
8
years of professional experience
4042
4042
years of post-secondary education
Work History
Key Account Manager
Cartrack
04.2022 - 09.2024
- Managed a portfolio of 400+ customer accounts, ensuring satisfaction and retention.
- Upsold and cross-sold products to meet revenue targets.
- Followed up on leads and closed new business opportunities.
- Served as primary point of contact for client inquiries and escalations.
- Handled administrative tasks related to fleet service management.
Quality Assessor / Coach
Cartrack
03.2023 - 01.2024
- Conducted quality assessments on calls to ensure compliance and service standards.
- Provided coaching and constructive feedback to improve performance.
- Prepared and analyzed daily and weekly performance reports.
- Developed training materials and guided new team members.
Quality Assurance Administrator
Cartrack
08.2021 - 04.2022
- Monitored and reviewed calls for adherence to quality standards.
- Compiled and tracked quality metrics using Excel.
- Facilitated team meetings and training sessions.
- Collaborated with management to identify process improvement opportunities.
Quality Assurance Team Leader
Italk Financial Services
01.2017 - 01.2019
- Supervised QA team to maintain compliance and quality benchmarks.
- Conducted audits, analyzed performance reports, and provided actionable feedback.
- Led training sessions and team meetings to enhance skills and morale.
- Resolved conflicts and maintained a positive work environment.
Education
Certificate - Human Resource Management
Rosebank College
01-2026
NQF Level 4 - Generic Management
SETA
NQF Level 4 - Electrical Infrastructure Construction
Ekurhuleni TVET College
01.2017 - 01.2019
Matric Certificate -
Tshukutswe High School
Skills
- Key Account Management & Customer Retention
- Quality Assurance & Compliance Monitoring
- Performance Coaching & Training
- CRM Systems & Reporting
- Upselling, Cross-Selling & Lead Conversion
- Team Leadership & Conflict Resolution
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Attention to Detail & Analytical Skills
Timeline
Quality Assessor / Coach
Cartrack
03.2023 - 01.2024
Key Account Manager
Cartrack
04.2022 - 09.2024
Quality Assurance Administrator
Cartrack
08.2021 - 04.2022
Quality Assurance Team Leader
Italk Financial Services
01.2017 - 01.2019
NQF Level 4 - Electrical Infrastructure Construction
Ekurhuleni TVET College
01.2017 - 01.2019
Certificate - Human Resource Management
Rosebank College
NQF Level 4 - Generic Management
SETA
Matric Certificate -
Tshukutswe High School
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