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 -