Summary
Overview
Work History
Education
Skills
Certification
Custom
Timeline
Generic
Lebogang Mogoane

Lebogang Mogoane

Special Handling Supervisor
Sandton

Summary

Experienced Supervisor leads team members to complete jobs on-time. Assigns tasks, coach employees, and implements company procedures. Excellent communication and listening skills. Provides leadership and vision, driving teams to meet goals.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Special Handling Supervisor

TransUnion
07.2024 - Current
  • Systematically track inbound and outbound customer service exchanges across various platforms
  • Optimized workflow, achieving 20% decrease in wait time
  • Perform continuous audits and assessments of agent performance based on established quality criteria.
  • Coached staff, enhancing customer satisfaction scores.
  • Prepare and present clear, data-driven quality reports to management and stakeholders.
  • Coordinate with team to resolve all issues within required timeframe
    following procedure and policy.
  • Handle day to day escalation issues on phone and mail.
  • Educate consumers on credit bureaus and credit freeze ,
    bankruptcies , fraud , human trafficking.
  • Analyze key performance indicators (KPIs) such as CSAT and FRT to identify trends and pinpoint areas for improvement in service quality.
  • Tools : CRM , Salesforce , onbase , Recurly , TPFlow , Amazon connect , TU Administration portal,CRS +.

Customer Service Operation (Logistics)

Amazon
09.2022 - 06.2024
  • Serve as the primary point of contact for customers, addressing inquiries and resolving complaints in a professional and timely manner.
  • Facilitate seamless collaboration with internal teams including operations, logistics, and sales to effectively address customer needs
  • Maintain accurate records of customer interactions, transactions, and feedback.
  • Proactively provide updates to customers on shipment schedules, delays, or changes.
  • Educate customers on shipping procedures, documentation requirements, and other relevant information.
  • Detect and refer complex issues to appropriate departments for resolution.
  • Build and maintain strong relationships with customers to foster loyalty and satisfaction.

Customer Service Representative - Technical

Amazon
01.2022 - 09.2022
  • Engaged with customers through phone, email, and chat to uphold call center service standards.
  • Leveraged diverse software tools for effective navigation of customer accounts.
  • Researched and analyzed policies to provide effective solutions in a fast-paced setting.
  • Troubleshot D2 digital and technical issues for Amazon devices, addressing both software and hardware challenges.



Technical Support Representative

Webhelp (handling Amazon).
06.2021 - 12.2021
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.

Academic Tutor and Counselor

Masifunde Non Profit Organisation
02.2019 - 10.2019
  • Empowered students to take ownership of their learning process, setting goals and tracking progress towards those objectives.
  • Supported students with helpful study habits and exam strategies.
  • Created special handouts, study guides, and enrichment materials to boost student knowledge.
  • Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
  • Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
  • Developed goal-oriented psychoeducational and activity therapy groups to improve clients' level of functioning.
  • Facilitated group counseling sessions to support and encourage client growth.
  • Assisted clients in exploring feelings and understanding behaviors.

Check in Agent

Bidair Service ( Singapore Airlines and Air Zimbabwe).
12.2014 - 12.2015
  • Managed challenging situations professionally, deescalating conflicts and finding appropriate resolutions.
  • Streamlined the check-in process for a smoother experience, managing passenger reservations with accuracy.
  • Collaborated with team members to maintain high-quality service standards during peak travel times.
  • Ensured accurate flight information was communicated to passengers, minimizing confusion and delays.
  • ake care of children, VIPs and people who need special
    assistance.
    ● Follow strict safety and security measures.

Education

Bachelor of Arts - Psychology And English Studies.

Nelson Mandela University
Summerstrand ,Port Elizabeth.
04.2001 -

No Degree - Cabin Crew License

EPT Aviation Pty Ltd.
Pomona , Kempton Park
04.2001 -

High School Diploma -

Dalpark Learning Academy.
Benoni, South Africa
04.2001 -

Skills

  • Team Leadership
  • Customer Service
  • Performance Management
  • Process Improvement

  • Training & Development
  • CRM Systems
  • Conflict Resolution
  • Data Analysis

Certification

  • Certified Call Center Manager - International Customer Service Association
  • Six Sigma Green Belt - Lean Six Sigma Institute

Custom

  • Volunteered at local community center
  • Mentored new customer service representatives

Timeline

Special Handling Supervisor

TransUnion
07.2024 - Current

Customer Service Operation (Logistics)

Amazon
09.2022 - 06.2024

Customer Service Representative - Technical

Amazon
01.2022 - 09.2022

Technical Support Representative

Webhelp (handling Amazon).
06.2021 - 12.2021

Academic Tutor and Counselor

Masifunde Non Profit Organisation
02.2019 - 10.2019

Check in Agent

Bidair Service ( Singapore Airlines and Air Zimbabwe).
12.2014 - 12.2015

Bachelor of Arts - Psychology And English Studies.

Nelson Mandela University
04.2001 -

No Degree - Cabin Crew License

EPT Aviation Pty Ltd.
04.2001 -

High School Diploma -

Dalpark Learning Academy.
04.2001 -
Lebogang MogoaneSpecial Handling Supervisor