Lebogang Mokholoane
Johannesburg,GP
Summary
A dedicated professional with a strong focus on collaborative teamwork and analytical problem-solving. Demonstrates a detail-oriented approach in team empowerment, training development, and coaching techniques. Skilled in reporting strategies, supervision of teams, efficient prioritisation, resolving disputes, performance reviews, and setting SMART goals. Committed to driving organisational success through effective leadership and continuous improvement.
Overview
5
5
years of professional experience
Work history
Marketing assistant
Freelancer
Remote, USA
2024.11 - Current
- Collaborated on budget planning processes whilst maintaining cost efficiency measures.
- Administered online advertising initiatives, increasing web traffic considerably.
- Delivered accurate marketing collateral, ensuring consistent brand messaging.
- Enhanced social media presence with regular, engaging updates.
Team Leader
Merchant's CX (BPO) Comcast Xfinity
2023.07 - 2024.07
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Assisted in recruitment to build team of top performers.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
Retention Specialist
Merchant's CX (BPO) Comcast Xfinity
2022.09 - 2023.07
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Increased customer retention rates by developing and implementing effective loyalty strategies.
Billing Specialist
Merchant's CX (BPO) Comcast Xfinity
2022.06 - 2022.09
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Developed and maintained billing procedures to make timely payments.
- Improved billing accuracy by implementing a streamlined invoicing process.
Retail Sales Associate
Legit
2021.06 - 2022.06
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Collaborated with team members to meet and exceed monthly sales targets consistently.
- Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
Education
Certificate of Higher Education - Teaching
TEFL
Johannesburg, South Africa 2024.07 - 2024.09
High School Diploma -
Diversity High School
Johannesburg, South AfricaSkills
- Collaborative teamwork
- Analytical problem-solving
- Detail-oriented approach
- Team empowerment
- Training development
- Coaching techniques
- Reporting strategies
- supervision of teams
- Efficient prioritization
- resolving disputes
- performance reviews
- SMART goals
Timeline
Marketing assistant
Freelancer
2024.11 - Current
Certificate of Higher Education - Teaching
TEFL
2024.07 - 2024.09
Team Leader
Merchant's CX (BPO) Comcast Xfinity
2023.07 - 2024.07
Retention Specialist
Merchant's CX (BPO) Comcast Xfinity
2022.09 - 2023.07
Billing Specialist
Merchant's CX (BPO) Comcast Xfinity
2022.06 - 2022.09
Retail Sales Associate
Legit
2021.06 - 2022.06
High School Diploma -
Diversity High School