Special Handling Supervisor
Lebogang Mogoane
TransUnion
Benoni
12
years of professional experience
Supervisor with strengths in workflow improvement, performance audits, and customer escalation management. Works across CRM and service platforms to track exchanges, prepare data-driven reports, and guide teams toward faster resolution, stronger compliance, and better customer experience.
Work History
2 Years
07.2024 - 07.2026
2 Years
Special Handling Supervisor
TransUnion
07.2024 - 07.2026
- 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 to improve customer satisfaction scores.
- Prepared and presented data-driven quality reports to management and stakeholders, highlighting performance insights.
- Coordinate with team to resolve all issues within required time frame
following procedure and policy. - Managed daily escalation issues through phone and email communication.
- Educate consumers on credit bureaus and credit freeze.
bankruptcies , fraud , human trafficking. - Analyzed key performance indicators (KPIs) like CSAT and FRT to identify trends and areas for improvement in service quality.
- Tools : CRM , Salesforce , onbase , Recurly , TPFlow , Amazon connect , TU Administration portal,CRS +.
1 Year 9 Months
09.2022 - 06.2024
1 Year 9 Months
Customer Service Operation (Logistics)
Amazon
09.2022 - 06.2024
- Acted as the primary point of contact for customers, addressing inquiries and resolving complaints professionally and promptly.
- Proactively provide updates to customers on shipment schedules, delays, or changes.
- Facilitated collaboration with internal teams including operations, logistics, and sales to address customer needs effectively.
- Educate customers on shipping procedures, documentation requirements, and other relevant information.
- Built and maintained relationships with customers to enhance loyalty and satisfaction.
- Maintain accurate records of customer interactions, transactions, and feedback.
- Detect and refer complex issues to appropriate departments for resolution.
8 Months
01.2022 - 09.2022
8 Months
Customer Service Representative - Technical
Amazon
01.2022 - 09.2022
- Troubleshot D2 digital and technical issues for Amazon devices, resolving software and hardware challenges to restore functionality.
- Utilized diverse software tools to navigate customer accounts effectively, improving resolution times.
- Engaged with customers via phone, email, and chat to ensure adherence to call center service standards and enhance customer satisfaction.
- Researched and analyzed policies to provide effective solutions in a fast-paced setting.
6 Months
06.2021 - 12.2021
6 Months
Technical Support Representative
Webhelp (handling Amazon).
06.2021 - 12.2021
- 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.
- Enhanced customer satisfaction through timely, accurate technical support for software and hardware issues.
- Delivered customer service by promptly addressing concerns and providing clear, concise technical solutions.
8 Months
02.2019 - 10.2019
8 Months
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.
- Inspired students to take initiative in learning, fostering self-confidence and decreasing fear of failure.
- Supported students with helpful study habits and exam strategies.
- Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
- Developed handouts, study guides, and enrichment materials that enhanced student understanding and retention.
- Developed goal-oriented psychoeducational and activity therapy groups to improve clients' level of functioning.
- Led group counseling sessions that promoted personal growth and mutual support among clients.
- Assisted clients in exploring feelings and understanding behaviors.
1 Year
12.2014 - 12.2015
1 Year
Check in Agent
Bidair Service ( Singapore Airlines and Air Zimbabwe).
12.2014 - 12.2015
- Streamlined check-in process, improving passenger experience and ensuring accurate management of reservations.
- Managed challenging situations, de-escalating conflicts and providing effective resolutions to enhance passenger satisfaction.
- Ensured accurate flight information was communicated to passengers, minimizing confusion and delays.
- Collaborated with team members to maintain high-quality service standards during peak travel times.
- Take 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. | 04-2022
No Degree - Cabin Crew License
EPT Aviation Pty Ltd. | Pomona , Kempton Park | 10-2014
High School Diploma
Dalpark Learning Academy. | Benoni, South Africa | 12-2013
Skills
CRM Systems
Data Analysis
Process Improvement
Performance Management
Escalation management
Team Leadership
Training & Development
Customer Service
Custom
- Volunteered at local community center
- Mentored new customer service representatives
Personal Information
Skills
3,5,5,4,4,5,5
Timeline
Special Handling Supervisor
TransUnion
07.2024 - 07.2026Read more
Customer Service Operation (Logistics)
Amazon
09.2022 - 06.2024Read more
Customer Service Representative - Technical
Amazon
01.2022 - 09.2022Read more
Technical Support Representative
Webhelp (handling Amazon).
06.2021 - 12.2021Read more
Academic Tutor and Counselor
Masifunde Non Profit Organisation
02.2019 - 10.2019Read more
Check in Agent
Bidair Service ( Singapore Airlines and Air Zimbabwe).
12.2014 - 12.2015Read more
Nelson Mandela University - Bachelor of Arts, Psychology And English Studies.
Read more
EPT Aviation Pty Ltd. - No Degree, Cabin Crew License
Read more
Dalpark Learning Academy. - High School Diploma,
Read more