Summary
Overview
Work History
Education
Skills
Additional Information
References
Timeline
Generic

LERATO CHARMAINE MOTSOENENG

Kwa Mashu,KZN

Summary

A versatile and results-driven professional with over 10 years of experience in customer service, contact centre operations, and management roles. Skilled in team leadership, operational efficiency, and strategic planning, with expertise in financial adjustments, customer satisfaction, and public relations. Proven ability to manage high-pressure environments, streamline operations, and align service delivery with organizational goals. Currently gaining experience in location planning and data-driven decision-making in a retail context.

Overview

13
13
years of professional experience
3
3
years of post-secondary education

Work History

Trainee Location Planner

MR Price Group
Durban
2 2024 - Current
  • Analyzed store KPIs to guide discussions and strategies aimed at maximizing sales, clearance, and optimizing space utilization
  • Collaborated with merchant planners on in-season re-forecasting to ensure accurate stock levels and drive sales performance
  • Converted store sales plans into stock plans and monitored variances to address deviations in store performance
  • Developed seasonal strategies in line with store requirements and performance data, ensuring stock optimization across multiple locations
  • Provided mentorship within the team to support talent development and contribute to a collaborative work environment.
  • Generated reports detailing findings and recommendations.
  • Gathered, organized and input information into digital database.
  • Learned new materials, processes, and programs quickly.
  • Attended training courses to build understanding of processes, techniques, and industry.
  • Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.

Acting Supervisor, Contact Centre

eThekwini Municipality
Durban
03.2021 - 06.2023
  • Managed the operations of the contact centre and correspondence branch, ensuring compliance with policies, procedures, and strategic objectives to enhance service delivery
  • Led a team of staff, overseeing performance, discipline, and productivity to create a results-oriented work environment
  • Played a key role in strategic planning and policy initiatives, contributing to decision-making processes that optimized customer service
  • Authorized financial adjustments and processed customer transactions, ensuring financial accuracy and efficient resolution of customer queries
  • Generated performance reports and statistics to support management in driving service improvements and achieving department goals
  • Ensured adherence to Health and Safety regulations, minimizing risks and ensuring a safe working environment for staff
  • Managed technical disruptions to maintain minimal downtime and ensure smooth contact centre operations.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.

Call Centre Agent

eThekwini Municipality
Durban
09.2017 - 03.2021
  • Delivered prompt and accurate service to customers regarding revenue-related queries, improving service standards and customer satisfaction
  • Processed administrative tasks, including the registration and termination of municipal accounts, and handled name change requests for customers
  • Contributed to policy changes and service initiatives aimed at improving contact centre efficiency and customer experience
  • Utilized CRM systems to manage customer interactions effectively and guided customers through the e-services platform registration process, increasing digital engagement.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.

Card Product Specialist (Team Leader 2IC)

Nedbank Contact Centre
Durban
12.2015 - 08.2017
  • Acted as the second-in-command to the Team Leader, overseeing team performance, capacity planning, and adherence to quality assurance protocols
  • Led training sessions to enhance agent performance and met Balanced Scorecard objectives, contributing to team development
  • Conducted operational reporting using Power BI to monitor performance metrics and optimize service delivery in line with organizational goals
  • Ensured consistent brand experience across customer interactions by maintaining high service standards and addressing operational challenges.

Card Product Specialist

Nedbank Contact Centre
Durban
03.2012 - 12.2015
  • Provided first-line support for credit card products, resolving customer queries and managing escalated cases to ensure high satisfaction
  • Collaborated with internal stakeholders to implement service excellence initiatives, streamlining operations and improving customer retention
  • Conducted QA testing for new product deployments, ensuring seamless integration and alignment with customer needs
  • Assisted in development of product optimization strategies, contributing to ongoing process improvements within contact centre.

Education

Bachelor of Commerce Honours in Supply Chain Management -

MANCOSA
Durban
01.2022 - 01.2023

Bachelor of Commerce in Supply Chain Management -

MANCOSA
Durban
01.2019 - 01.2021

Matric/Grade 12 -

Durban Girls’ Secondary
Durban
01.2007 - 01.2007

Skills

Leadership & Team Management: Strong experience managing teams, fostering collaboration, and improving performance and productivity

Customer Service Excellence: Proven record of delivering high levels of customer satisfaction and streamlining contact centre operations

Strategic Planning & Financial Management: Skilled in developing and implementing strategies, managing budgets, and authorizing financial adjustments

Operational Efficiency: Proficient in identifying process improvements, minimizing downtime, and ensuring optimal use of resources

Public Relations & Communication: Effective communicator and representative for the department, enhancing public relations and stakeholder engagement

Data Analysis & Reporting: Experienced in generating operational reports and using data (Power BI) to drive informed decision-making

Health & Safety Compliance: Ensured compliance with safety regulations, creating a secure and efficient work environment

Technical Proficiency: Expertise in CRM systems and contact centre technology, optimizing customer service operations through technology

Additional Information

Available upon request.

References

  • Nokukhanya Khumalo, Supervisor, eThekwini Municipality, Revenue Management Unit, Nokukhanya.Khumalo@durban.gov.za, 031 324 5569 | 072 087 0480
  • Samantha Paliathan, Team Leader, Nedbank Contact Centre, 031 820 5621 | 084 879 8176

Timeline

Bachelor of Commerce Honours in Supply Chain Management -

MANCOSA
01.2022 - 01.2023

Acting Supervisor, Contact Centre

eThekwini Municipality
03.2021 - 06.2023

Bachelor of Commerce in Supply Chain Management -

MANCOSA
01.2019 - 01.2021

Call Centre Agent

eThekwini Municipality
09.2017 - 03.2021

Card Product Specialist (Team Leader 2IC)

Nedbank Contact Centre
12.2015 - 08.2017

Card Product Specialist

Nedbank Contact Centre
03.2012 - 12.2015

Matric/Grade 12 -

Durban Girls’ Secondary
01.2007 - 01.2007

Trainee Location Planner

MR Price Group
2 2024 - Current

Similar Profiles

CREATE PROFILE
LERATO CHARMAINE MOTSOENENG