Lebohang Makeng
Port Elizabeth
Summary
Experienced and enthusiastic Consultant with track record of success across wide range of industries. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of operations, strategy and client relationship management.
Overview
17
17
years of professional experience
Work History
Senior Customer Care Admin Consultant
Vodacom
07.2011 - 07.2023
- Resolve and respond to all Customer and Subscriber service requests
- Analyze and conduct trend analysis to identify network issues
- Identify possible improvements to be facilitated in accordance with the outcomes of the queries
- Draft weekly or ad hoc reports and statistics relating to service request and fault management activities within the portfolio
- Liaise with Customers and internal role-players regarding new process and product integration to facilitate problem resolution
- Maintain and measure Service Level Agreements with appropriate role players
- Identify areas of concern regarding the different portfolio issues and report on unusual occurrences
- Align to Customer Care Strategic Targets e.g., to increase First Call Resolution
- Liaise with internal and external support teams toward fault resolution
- Make every effort to encourage our existing client base to retain our services by building and maintaining professional client relationships
- Identify training opportunities for call center and front line staff
- Processing credit notes, debit notes and refunds.
Customer care consultant
Vodacom
01.2007 - 01.2011
- Establish customer requests and expectations, offering efficient and accurate resolution
- Manage multichannel interactions (e.g., voice, email, or chat) to ensure a consistent customer experience
- Champion better brand experiences for our customers and clients by upselling and recommending client products, services, and solutions
- Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfillment
- Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner in accordance to resources provided
- To fulfill customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times
- Deliver first class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions
- Remain current on program and product information by being committed to continuous learning.
Education
Matric -
Beacon Hill Secondary School
Contact Centre Learnership - undefined
Vodacom and SETA
Mancosa Higher Certificate in Human Resource Management - undefined
Mancosa
Mancosa Bcom Supply chain (to be completed in 2025) - undefined
Mancosa
Skills
Effective Communication
Client rapport
Reporting capabilities
Customer Relationship Management
Excellent Communication
Client Relationships
Quality Assurance
Continuous Improvement
Time management abilities
Problem-Solving
MS Office
Timeline
Senior Customer Care Admin Consultant
Vodacom
07.2011 - 07.2023
Customer care consultant
Vodacom
01.2007 - 01.2011
Matric -
Beacon Hill Secondary School
Contact Centre Learnership - undefined
Vodacom and SETA
Mancosa Higher Certificate in Human Resource Management - undefined
Mancosa
Mancosa Bcom Supply chain (to be completed in 2025) - undefined
Mancosa