Lebogang Menwe
Customer Service/ Live Chat Agent
Johannesburg
Summary
I am an experienced customer service agent. My specialty is customer service, having worked for more than a decade in customer and technical support and half a decade in online casinos.
I am excellent at multi-tasking, able to work under pressure, capable of adapting to change easily, and have excellent problem-solving skills..
My personal mission statement is to always amaze and inspire my clients, family, and friends, and to live an abundant, fun, and balanced life.
Overview
11
11
years of professional experience
Work History
Live Chat Agent
Verpakt Managment Service
03.2023 - Current
- Achieved high levels of customer retention, establishing rapport and trust through empathetic interactions.
- Increased sales conversions with persuasive product recommendations tailored to individual customer needs.
- Playing integral role in mentoring new team members, sharing expertise and best practices to enhance overall team performance.
- Converting Leads into registered and depositing players.
- Assisting existing players to make successful deposits.
- Upselling existing and newly registered players.
- Provided Banking technical support to assist clients making deposits using various web wallets, credit cards and bank transfers.
- Complying with the monthly KPI (Productivity & Punctuality)
- Escalating to relevant department where first contact resolution not possible.
- Escalating to Risk related issues to relevant departments
- KYC verification
Live Chat Support Agent
BLUE ION
06.2019 - 03.2023
- Drove revenue growth by consistently meeting & exceeding daily weekly & monthly deposit targets through strategic planning and execution.
- Provided Technical Support via Email, Chat, Inbound and Outbound
- Converting leads via live chat to register gaming accounts and to ensure that they become depositing clients.
- Taking overflow VIP chats, assisting VIP clients.
- Strong knowledge of Casino Games and Products.
- Assisting players with documents queries and liaising with Risk and Fraud team to ensure player send through correct documents.
- Crediting bonuses to players accounts as informed by account financial metrics.
- Compiling daily shift report to Floor manager.
- Retention marketing Inbound and Outbound calling, to ensure customers continues taking out various online casino products and services.
- Upselling customers via live chat, Inbound phone calls.
- Reporting monthly to management, discussing sales targets and Strategies.
- Ensuring first contact resolution.
- Strong knowledge of Gambling Compliance, Fraud and Risk (KYC), EU GDPR policy required.
- Assisting with Bitcoin Deposit and up-selling of Bitcoin deposit
- Withdrawal verification and approval
- Client Liaison with VIP player
- Dealing with players from USA, Canada & France
- Risk and Fraud (Suspicious activity reports, Compliance audits, and blocking accounts.
- Dealing with players from USA, Canada & France
- Strong knowledge of Gambling Compliance, Fraud and Risk
- Strong problem solving, analytical, multi-tasking skills as well as ability to adapt to change and ability to handle pressure required in a fast-paced environment.
Customer Service
Multichoice DStv
08.2014 - 08.2019
- Inbound Customer Service
- Assisting via Live Chat on “DStv Now App’’
- Outbound Calls “Retaining Customer”
- Client Liaison
- Assisting with technical (Satellite Configurations and cable connections)
- Reconnecting accounts for customer
- Marketing/Upselling Decoder insurance and Decoder Price price lock
- Activating New account
- Performing Decoder Ownership
- Funds Allocation to customer's Account.
- Written Correspondence
- Service Center (assisting face to face)
- Resolved issues and maintained customer service standards.
- Utilized customer feedback to improve customer service.
Inbound Call Centre Agent
Bytes (Vodacom Outsource)
06.2013 - 07.2014
- Answering high volume of calls
- Logging services request
- Enlightening customer with daily promotions
- Airtime Recharge for customers
- Performing Sim swaps
- Locking and Blacklisting of mobile devices
- Assisting customers with Blackberry phones
Education
High School Diploma -
Willow Crescent Secondary School
Eldorado Park, Soweto, Johannesburg SA 04.2001 -
Skills
Customer Education
Issue Escalation
Telephone Etiquette
Customer services
Customer Engagement
Quick Typing
Empathy Display
Quality Control
Customer Service
Promotional support
Problem-Solving
Self Motivation
Effective Communication
Call Metrics
Computer Skills
[40] Wpm Typing Speed
Calm and Professional Under Pressure
Problem-solving aptitude
Organizational Skills
Time Management
Call Center Operations
Quality Assurance Controls
Active Listening
English Fluency
Excellent Communication
Problem-solving abilities
Sales and Upselling
Time management abilities
Attention to Detail
Management interaction
Training and mentoring
Timeline
Live Chat Agent
Verpakt Managment Service
03.2023 - Current
Live Chat Support Agent
BLUE ION
06.2019 - 03.2023
Customer Service
Multichoice DStv
08.2014 - 08.2019
Inbound Call Centre Agent
Bytes (Vodacom Outsource)
06.2013 - 07.2014
High School Diploma -
Willow Crescent Secondary School
04.2001 -