Lerato Mashinini

• Conducted regular performance reviews for team members, identifying strengths and opportunities for development to foster professional growth.
• Ensured the daily, weekly and monthly requirements of the clients for your specific account are fulfilled. These include but are not limited to reports sharing, product and incentive loading, claims & support tickets are finalized promptly.
• Facilitate interactions between the internal team and the platform developers for the overall success of the account.
• Carry out troubleshooting
• Ensure that members of staff adhere to clients’ specifications to guarantee client satisfaction
• Create the procedures and the specifications to follow for execution for operational success
• Assign tasks to team members in such a way that the more pressing tasks are completed first
• Mentor team members, identify shortcomings, and conduct training on the job to equip staff with knowledge in order to build a highly skilled department
• Ensure that members of the operations team adhere to company rules and work ethics
• Coordinate transactional operations and monitor ongoing business processes in the organization.
• Fostered a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
• Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
• Served as an escalation point for challenging customer situations, resolving conflicts professionally while preserving strong client relationships.
• Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.

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• Inbound and Outbound calls
• Updating web based systems and accessing online portals for courier updates
• SKU validation
• Booking in devices with service centres
• Handled confidential documents securely, maintaining privacy and trust among colleagues and clients.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.