Liteboho Mpapa
Customer Service Representative
Cape Town
Summary
I am a highly organized and detail-oriented Customer Service Representative with strong expertise in administrative support, data entry, and client interaction. With experience in claims administration, transcription, and virtual assistance, I excel in communication, problem-solving, and providing high-quality customer service. Known for a strong work ethic, ability to multitask, and efficiency in handling customer inquiries, I am committed to ensuring customer satisfaction and streamlining operations.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work History
Transcriptionist
Freelancer
Cape Town
01.2021 - Current
- Typing out accurate transcripts from audios and videos [600 minutes of audio a week]
- Delivering quality transcripts meeting client's requirements (such as time-coding the transcript) in a timely manner
- Working well independently and within a team
- Utilized excellent organizational skills to manage large volumes of incoming audio files for transcribing
- Applied active listening techniques when transcribing audio recordings in order to capture full context
- Demonstrated strong attention to detail in order to accurately capture the nuances of conversations during transcription process
- Carefully proofread transcripts for accuracy prior to submitting them for review and approval by client or supervisor
Warehouse Supervisor
Top Recyclers
Cape Town
01.2019 - 01.2021
- Breaking down company goals into workable weekly goals for the team of 30 members
- Ensuring the warehouse is well organized for easy access to customers
- Ensuring that only good quality commodities are bought in
- Training incoming new employees
- Supervised, scheduled, and trained staff to drive safe and efficient operation of warehouse and delivery functions
- Guided loading and unloading of goods, maintaining safety standards at all times
- Directed daily activities and workload for warehouse team to achieve output goal requirements
- Trained new warehouse personnel in proper storage techniques and safety procedures
- Motivated, trained and coached employees, encouraging optimum performance and engagement
- Planned layout of warehouse to achieve optimum space for product
Claims Administration Learner
RGA Company of South Africa
Cape Town
01.2018 - 01.2019
- Processing over 100 claims a week
- Ensure the integrity of the operations of the claims department through accurate and timely processing of data
- Ensure the integrity of the claims data is maintained and all data validations are completed as planned
- Reconcile payments entered into Operations Claims database to ensure accuracy of reporting
- Maintain agreed service standards
- Provide reporting and analysis as required
- Follow guidelines to ensure that the Operations Department does not contribute to wide fluctuations in company results due to inappropriate statement processing or accruals
- Ensure that data mappings for applicable portfolio are maintained and up to date
- Collaborated with colleagues across departments to ensure accuracy of claims information
- Maintained detailed records of all claim processing activities, including data entry into computer system
- Developed strong organizational and problem-solving skills to efficiently manage multiple tasks simultaneously
- Accurately processed high volumes of insurance claims in a timely manner
HR Intern
RGA Company of South Africa
Cape Town
01.2016 - 12.2016
- Provided administrative support to the HR department, including filing, scheduling meetings
- Updated employee databases with new hire information, terminations, leaves of absence
- Organized recruitment events such as job fairs and college campus visits
- Analyzed applicant qualifications against job requirements to determine suitability for positions
- Developed and maintained employee records, ensuring accuracy and confidentiality of data
Education
BBA - Business Administration
Tertiary School in Business Administration
Cape Town 01.2014 - 11.2016
High School Diploma -
Marian RC High School
Cape Town 01.2008 - 11.2012
Skills
Problem-solving
Active listening
Customer service
Complaint resolution
Data entry
Customer relations
Computer proficiency
Task prioritization
Client relations
Critical thinking
Certification
Virtual Assistant, ALX Africa
Timeline
Transcriptionist
Freelancer
01.2021 - Current
Warehouse Supervisor
Top Recyclers
01.2019 - 01.2021
Claims Administration Learner
RGA Company of South Africa
01.2018 - 01.2019
HR Intern
RGA Company of South Africa
01.2016 - 12.2016
BBA - Business Administration
Tertiary School in Business Administration
01.2014 - 11.2016
High School Diploma -
Marian RC High School
01.2008 - 11.2012
Virtual Assistant, ALX Africa
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