Kgomotso Ramorola
Emergency Call Center Agent
Ekurhuleni
Summary
Committed professional with a solid history of accomplishment in helping people handle emotionally-charged, life-threatening and dangerous situations. Knowledgeable about dispatch procedures and policies. Successful at keeping callers calm and gathering required information to support police and other first responder actions. Reads maps, understands tracking information and provides timely updates to field personnel. Attentive telecommunications professional with training and experience to handle stressful situations. Organized and thorough in documenting calls. Helps first responders coordinate emergency actions and support local community. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
1
1
Certification
7
7
Languages
Work History
Emergency Dispatcher
Altech Netstar
Midrand
05.2016 - Current
- Optimized productivity to improve on-time emergency response and life support.
- Eliminated risks and emergency response delays by efficiently monitoring public safety field units.
- Cultivated client rapport by interfacing with callers to aid with medical emergencies.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Tracked stolen articles into National Crime Information Center and monitored government-regulated alarms.
Call Center Agent
Multichoice
Midrand
02.2012 - 09.2016
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Addressed customer account discrepancies and concerns.
- Automated processes to manage remote network.
- Maintained user account data by initiating account access and establishing in database.
Education
Grade 10 - High School Administration
Afrikaans Hoer Germiston
Germiston Lampton 05.2007 - 12.2010
Matric - High School Administration
Jeppe College
Johannesburg 01.2011 - 12.2013
Skills
CRM
undefinedAccomplishments
- Supervised team of Number staff members.
- I am a TYC for my Supervisor
- Able to conduct Supervisor duties
Additional Information
As a TYC I assist my Supervisor with handling queries at task, I am well aware of handling a team and conducting reports and escalations.
Certification
PSIRA GRADE C and PSIRA GradeD
Timeline
Emergency Dispatcher
Altech Netstar
05.2016 - Current
PSIRA GRADE C and PSIRA GradeD
05-2016
Call Center Agent
Multichoice
02.2012 - 09.2016
Matric - High School Administration
Jeppe College
01.2011 - 12.2013
Grade 10 - High School Administration
Afrikaans Hoer Germiston
05.2007 - 12.2010
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