Lesego Maria Mokone
Client Service Manager
Daspoort
Summary
Professional with strong background in client services, adept at building and maintaining relationships to drive client satisfaction and business success. Reliable team player with focus on collaboration, adaptability, and achieving measurable results. Skilled in conflict resolution, project management, and strategic planning, consistently delivering high-quality outcomes. Known for effective communication, problem-solving, and proactive approach to evolving client needs.
Overview
17
17
years of professional experience
1
1
year of post-secondary education
3
3
Languages
Work History
Client Service Manager
Mix telematics Africa
10.2023 - Current
- Managing Customer Care, Corporate Department and Social Media Platforms Complaints, communicates job expectations, and performs appraisals and monthly KPA ratings
- Initiate disciplinary action and performance managing staff where required
- Responsible for recruitment of staff
- Evaluate calls, emails, social media interactions and ensure alignments with the Quality Enablement department as well as conduct couching’s to staff
- Ensure the specified Service Levels for any interaction with a client are measured and met
- Manage call volumes through appropriate capacity planning and design of shift schedules taking into consideration times service to clients including Saturday’s
- Ensure dropped calls are 5% or less based on industry standards
- Drive First Call Resolution
- Ensure any systems issues are reported to the correct departments for speedy resolution
- Deal with customer escalations
- Managing the daily reports ensuring updating daily and monthly reports
- Managing attendance and adherence of the department
- Maintaining compliance with all company policies and procedures
Client Service Supervisor
Mix telematics Africa
09.2022 - 09.2023
- Ensuring that all duties are assigned fairly to each consultant
- Ensuring that the team works within the required SLA and delivers excellent service according to the SOP’S Maintain compliance with all company policies and procedures
- Monitoring feedback and proper communication of the resolutions to necessary parties
- Staff coaching and training when required
- Encourage team development and staff motivation
- Ensure that all social media platforms and Legal complaints are attended to
- Provide monthly reports on all social media complaints
- Ensuring that the team meets agreed targets and objectives as discussed on a regular basis
- Ensuring departmental SLA is maintained and improved upon
- Document, analyze and institute preventive measures for future complaints
- Communicate and coordinate with the internal department
- Direct request and unresolved issues to the designated resource and obtain satisfactory resolutions
- Attending escalations from team leaders
Cancellation Consultant
Mix telematics Africa
07.2020 - 08.2022
- Manage all customer retention complaints, queries ensuring satisfaction
- Ensuring customer information has been captured and processed correctly
- Responsible for resolving customer disputes relating to the account by
- Ensuring satisfactory queries for clients who are at risk of cancelling their service by ensuring the right process has been followed if the customer cannot be returned
- Ensuring customer information has been captured and processed correctly Processing/data capturing
Retention Consultant
Mix telematics Africa
06.2015 - 06.2020
- Respond to customer queries and address service complaints in a timely manner
- Selling tracking devices and retaining existing customers and making booking arrangements for fitments
- Liaison with fitment Centre for assisting customer with new installation or upgrade
- Track contracts that are soon to expire and contact customers for renewals
- Analyze customer feedback and develop new techniques to ensure customer retention
- Explain to customers about new products and benefits
- Provide excellent customer service and ensure customers satisfaction
- Build positive working relationships with customers for repeat businesses
- Make sales calls to existing and new customers for business growth
- Perform customer negotiations
- Schedule appointments and maintain and update appointment calendars
- Analyze data to determine answers to questions from customers or members of the public
Customer Service Consultant
Mix telematics Africa
05.2011 - 05.2015
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Refer unresolved customer grievances to designated departments for further investigation
- Review insurance policy terms to determine whether a particular loss is covered by insurance
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
- Solicit sales of new or additional services or products
- Data capturing/Processing
- Dealing with tracking units queries referring them to relevant departments
- Providing them with a copy of contracts and insurance certificates on vehicle systems
- Making arrangements for clients for repairs, installation liaison with fitment centres
- To managing accounts meeting adhered with SLA delivery strictly on the turnaround time
Legal Recoveries Agent
Absa Card
06.2008 - 04.2011
- Company Overview: Credit Operations and Delivery
- Analyzing all operations and support service requests from legal collections, third party management and dispute
- Liaison with Attorney’s regarding client’s accounts
- Managing the daily workflow, adhering SLA delivery strictly on the turnaround time
- Monitoring clients’ accounts, identifying accounts in arrears
- Credit cards which have been handed over to the legal department are referred for closure
- Accounts to the closure of the administration department for legal procedures
- Administrative journals (set-off) on the outstanding balances on account
- Credit Operations and Delivery
Personal Assistant
Standard Bank
01.2008 - 05.2008
- Company Overview: Financial Advisor
- Handling queries for Liberty Active, Liberty Life and Stanlib
- Making sure that investment accounts are updated
- Following up on queries and making sure they are resolved
- Arranging and co-coordinating meetings, booking arrangements
- Appointments for financial meetings
- Compiling and filling clients’ documents and doing care supervision
- Financial Advisor
Education
Bachelor of Business Administration -
Mancosa
01.2024 - Current
Generic Management Certificate - undefined
Imsimbi Training
Basic Excel Certificate - undefined
Kwelanga Training
Visual Basic Certificate - undefined
Havatech (Skills Training Employment Centre)
National Senior Certificate - undefined
Holy Trinity Catholic
Skills
Client relationship building
Exceptional communication
Training and mentoring
Effective negotiation
Client experience management
Problem-solving
Client issue resolution
Excellent time management skills
Handling escalations
Conflict resolution techniques
Talent development
Report preparation
Exceptional interpersonal communication
Conflict management
Staff Training and coaching
Deadline oriented
Personal Information
ID Number: 8512120481086
Timeline
Bachelor of Business Administration -
Mancosa
01.2024 - Current
Client Service Manager
Mix telematics Africa
10.2023 - Current
Client Service Supervisor
Mix telematics Africa
09.2022 - 09.2023
Cancellation Consultant
Mix telematics Africa
07.2020 - 08.2022
Retention Consultant
Mix telematics Africa
06.2015 - 06.2020
Customer Service Consultant
Mix telematics Africa
05.2011 - 05.2015
Legal Recoveries Agent
Absa Card
06.2008 - 04.2011
Personal Assistant
Standard Bank
01.2008 - 05.2008
Generic Management Certificate - undefined
Imsimbi Training
Basic Excel Certificate - undefined
Kwelanga Training
Visual Basic Certificate - undefined
Havatech (Skills Training Employment Centre)
National Senior Certificate - undefined
Holy Trinity Catholic
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