Lesego Sathekge
Customer Experience Specialist
Johannesburg
Summary
Knowledgeable and dedicated customer service professional with extensive experience in call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Willing to work in a dynamic, challenging and growth oriented company that allows me to utilize my knowledge and experience to contribute for the growth of the organization.
Overview
4
4
years of professional experience
9
9
years of post-secondary education
2
2
Certifications
Work History
Customer Experience Specialist (NPS CHAMPION)
Merchants Comcast
Johannesburg
01.2022 - Current
- Leverages transactional, behavioral, demographic, survey, and
- NPS feedback data to inform stakeholders and to identify, size and address business issues and opportunities to increase conversion, revenue, margin, customer satisfaction and other
- KPIs, as well as to support investment and other strategic decisions
- Conducts NPS research, including text analytics, amalgamation of multiple data sources, cross-platform survey data analysis, and ad hoc analyses
- Supports the establishment of goals and metrics for measuring the organization’s performance against customer experience objectives
- Links the insights from NPS feedback throughout the customer journey to drive the development of new and improved business processes to address customer pain points and, improve the customers’ net promoter score
- Employs rigorous analytical methodologies
- Employs new methodologies and technology to improve efficiency, accuracy, and timeliness of results
- Establishes and maintains a formal process for cultivating, analyzing, and acting on customer feedback to drive an exceptional customer experience and effectively respond to customer needs
- Participates in communicating research results to executives and other stakeholders
- Applies statistical methods to identify drivers of business results based on customer feedback and customer journey touchpoints
- Distributes reports to business stakeholders on a regular basis
- Participates in communicating research results to executives and other stakeholders
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Responded proactively and positively to rapid change.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Trained staff on operating procedures and company services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Lease Administrator
Lethaprojects
Johannesburg
11.2021 - 12.2022
- Managing the commission calculation and payment process
- Process all invoice for payment on obtaining the approval from asset management
- Oversee and track tenant improvement allowances and ensure improvement is being administered properly
- Abstract all new leases, enter, and manage all lease notes maintaining critical dates and tickler files
- Review and prepare for execution and distribution, leases and exhibits to proper parties
- New lease creation, including lease terms, lease obligations, payment terms, critical dates for completion or renewal, and contact information for all parties.
- Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
Business Unit Trainer
Merchants, Comcast
Johannesburg
01.2021 - 01.2022
- Deliver product, systems, and customer experience training to all
- Agents
- Sale Training (Inbound and outbound)
- Training all skills: Prepaid, Postpaid products, Hybrid, Service
- Technical and Outbound Retentions
- Deliver refresher training as required
- Operates within agreed training schedule and meets quality standards
- Delivers on-the-job training
- Creates a training environment conducive to providing the best possible learning experience
- To provide analytics empowering performance improvement
- Analyzing trends to make enhancements and improvements to support improved business effectiveness
- Develop and maintaining training material/programs and content on a variety of topics for blended learning (classroom, video, eLearning and online learning and simulations)
- Conduct training needs analyses to identify and refine training needs based on individually identified learning/knowledge gaps and in line with business needs
- Biweekly Client engagement to improve business standards
- Works closely with their clients to determine competency gaps within the business
- Report, monitor, and manage Return on Investment in learning
- Improve Business performance - One-on-One performance feedback
- Building and maintaining strong relationships with existing clients and ensure that all client engagements are managed professionally
- Developing and managing projects
- Set up processes and systems to ensure that proper records of training are kept (including electronic LMS)
Customer Care Representative
Merchants, Comcast
Johannesburg
07.2020 - 01.2021
- Strives for First Call Resolution while handling all issues with urgency, ownership and accountability
- Explains billing cycles, processes, and prorates effectively to ensure that customers understand their statements
- Navigates through a variety of software applications to manage customer account information and resolve billing issues
- Resolves delinquent account balances
- Corrects errors and discrepancies on customers’ billing statements as necessary
- Identify opportunities for process improvements & provide feedback and possible solutions to leadership
- Communicates effectively with customers in a professional manner while setting accurate expectations for issue resolution
- Acts as a product consultant to business owners by articulating product features and benefits and making recommendations for new lines of business
- Supports growth of Comcast Business by introducing customer to new products, higher tiers of service, etc
- On all eligible calls.
Customer Care Representative
Merchants, Vodacom
Johannesburg
04.2020 - 07.2020
- Ensures all oral and written communication, including email, consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards (where applicable)
- Offers a solution-based approach to all customer interactions tailored to the needs of the individual customer
- Responds to all customers with willingness and appropriate tone and language
- Ensures follow-up action is taken when necessary and provides feedback to the customer
- Ensures own product, system, process and policy knowledge is current
- Ensures that knowledge is shared amongst all team members to provide exceptional customer service
- Drives the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback when required
- Serves as an escalation point where required and works to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
Education
Bachelor Pass- Matric -
Pretoria West High School
Pretoria West 01.2014 - 12.2018
Diploma - LAW
University of South Africa
Pregoria 01.2020 - 10.2023
Skills
Sales expertise
Complaint resolution
Active Listening
Computer Skills
Leadership
Management skills
Problem solving skills
Training development aptitude
Service standard complications
Staff education and training
Materials Preparation
Feedback collection
Employee training
Data organization
Analytical and Critical Thinking
MS Office
Administrative support
Telephone and email etiquette
Performance improvement
Problem-Solving
Attention to Detail
Data Entry
Certification
Certified [NPS CHAMPION ], [Comcast]
Communication
- Innovative and Creative
- Strong written and oral ability
- Excellent computer skills
- Adapting and responding to change
- Coping with pressure and setbacks
- Deciding and initiating action
- Interpersonal skills
- Administrative skills
- Customer service skills
Leadership
My Voice Representative
The My Voice Forum is a forum which provides employees an opportunity to raise their employment related concerns as well as make suggestions for improvement along with management to improve workplaces for all employees.
- Delivering results and meeting customer expectation
- Presenting and communicating information
- Writing and reporting
- Deciding and initiating action
- Working with people
- Achieving personal target, personal work goals and setbacks
- Following instructions and procedures
Timeline
Certified [NPS CHAMPION ], [Comcast]
08-2023
Customer Experience Specialist (NPS CHAMPION)
Merchants Comcast
01.2022 - Current
Lease Administrator
Lethaprojects
11.2021 - 12.2022
Certified Business Unit Trainer
05-2021
Business Unit Trainer
Merchants, Comcast
01.2021 - 01.2022
Customer Care Representative
Merchants, Comcast
07.2020 - 01.2021
Customer Care Representative
Merchants, Vodacom
04.2020 - 07.2020
Diploma - LAW
University of South Africa
01.2020 - 10.2023
Bachelor Pass- Matric -
Pretoria West High School
01.2014 - 12.2018