LETTA MALETJEPE MASHEGO

"From 2011 till date : Served in various roles across different departments within MTN CXO, undertaking diverse responsibilities and contributing to customer experience operations, process improvements and cross-functional initiatives."

· Channel and Sales Support

· MobileMoney FS

· Fraud department

· Social media/ Emails Department

· Post-paid

· Prepaid Low value and High Value

Operational Processes

• Work with existing processes and procedures in such a way that operational efficiencies and performance are enhanced
• Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance
• Work consistently according to standard operating procedures

Task execution

• Strive to make customers feel valued and important
• Maintain excellent customer relationships
• Support the work performed by others

Problem solving

• Address problems on a case-by-case basis, ensuring an optimal balance between the response to the situation and the core purpose of the organization
• Sort, accumulate and analyze information about a particular situation or problem to assist with problem solving , Initiate resolution of operational problems
• Follow clear and linear procedures to find practical solutions to problems pertaining to dealing with callers
• Offer input and judgments relevant to own technical expertise and experience
• Base judgement predominantly on knowledge, skills and experience to solve problems
• Exercise judgement through the senses, i.e. hearing, sight, etc, e.g. using training and experience with discretion centered around quality in order to solve problems

• Compliance monitoring.
• Calibration sessions.
• Monitoring customers and agents interaction.
• Led quality assurance initiatives, resulting in improved compliance with industry standards and regulations.
• Developed and implemented testing protocols, enhancing product reliability and customer satisfaction.
• Training and coaching junior staff on quality assurance practices, fostering a culture of continuous improvement.

• Ensuring that social media and traditional media queries/complaints are properly recorded and maintained on the Customer Relationship Management System.
• Ensuring that communication is clear accurate and resolved as quickly and efficiently as possible.
• Collecting customer information and analyzing customer needs making recommendations and referring to relevant departments.
• Attracting potential customers by answering product and service questions, suggesting information about other products and services available.
• Providing product and service information to customers.
• Contributing to team effort by accomplishing related results as stipulated in Service Level Agreements as and when needed.
• Managed high-volume inbound calls, ensuring accurate resolution of customer inquiries and concerns.
• Collaborated with cross-functional teams to address service issues, resulting in improved customer satisfaction.