Lolo Letlape
Centurion,South Africa
Summary
Accomplished professional with expertise in IT service management and quality assurance, holding CompTIA A+ and ITIL Foundation certificates. Demonstrates strong skills in stakeholder relationship management, SLA monitoring, and customer experience enhancement. Proficient in using tools such as Queue Metrics (TELVIVA), DCE Portal, and CRM systems to optimise workflow and process analysis. Committed to continuous improvement through initiatives like the CEM Africa Roadshow and adherence to Batho Pele Principles.
Resourceful employee with outstanding knowledge to develop and maintain healthy customer pipeline. Consistently works to attract new business opportunities. Talent in administrative oversight, recruitment processes and customer service improvements.
Overview
20
20
years of professional experience
Work history
Quality Assurance (Secondment)
Road Accident Fund (RAF)
2023.09 - 2026.02
- Conduct quality assessments to evaluate agent effectiveness, compliance, and adherence to service standards.
- Analyse repeat call trends, identify root causes, and recommend actionable process improvements to enhance first-call resolution.
- Review workflows and operational processes to improve efficiency and overall customer experience.
- Compile and present monthly quality assurance reports.
- Facilitate quality calibration sessions with team leaders to align evaluation standards, improve scoring accuracy, and enhance overall call handling quality and compliance.
Call Centre Agent
Road Accident Fund (RAF)
2017.02 - 2023.09
- Answer incoming calls promptly and professionally.
- Capture and accurately record all information received from external stakeholders on the system.
- Provide accurate and clear information to claimants, members of the public, doctors, and attorneys.
- Deliver precise feedback to the business regarding queries and stakeholder requirements.
- Update and maintain claimant information accurately on the database.
- Assist claimants in completing and correctly filling in RAF claim forms.
- Provide claimants with details of their assigned Claims Officer.
- Respond to and manage email queries efficiently.
- Verify, complete, and correct claim information on the system.
- Perform general document administration duties.
- Capture data accurately and maintain proper records.
Call Centre Consultant – NSG
State Information Technology Agency (SITA)
2015.12 - 2017.01
- Log and assign calls on ITSM7.
- Provide professional telephonic and email support.
Helpdesk Consultant – Escalation
State Information Technology Agency (SITA)
2012.06 - 2015.11
- Manage escalated National Service Delivery queries.
- Track corruption and high-impact cases.
Presidential Hotline Agent
State Information Technology Agency (SITA)
2009.08 - 2012.06
- Log and resolve service delivery cases.
- Assign cases and ensure follow-ups.
Fitness Consultant
Wellness Dynamics Private Health Club
2007.07 - 2008.08
- Conduct fitness assessments and promotions.
Lifestyle Consultant
Virgin Active
2006.09 - 2007.07
- Assist with training programmes and member services.
Education
Certificate in IT - NQF 5
MANCOSA
Technical Support - NQF 4
Richfield
ND - Sport Management, NQF 6
Vaal University of Technology
Matric - undefined
Ramoshtere High School
Skills
- CompTIA A Attendance Certificate CTU
- ITIL Foundation Attendance Certificate, BYTES
- Quality Assurance & TQM
- Agent Coaching & Performance Insights
- Stakeholder Relationship Management
- Queue Metrics (TELVIVA)
- DCE Portal
- Claims View, Claims Dashboard
- ICMS (Bokamoso)
- CRM & Customer Experience
- SLA Monitoring & Reporting
- Workflow & Process Analysis
- Attended CEM Africa Roadshow Johannesburg Edition
- Batho Pele Principles
Languages
English
Setswana
Sesotho
Sepedi
References
Available upon request
Timeline
Quality Assurance (Secondment)
Road Accident Fund (RAF)
2023.09 - 2026.02
Call Centre Agent
Road Accident Fund (RAF)
2017.02 - 2023.09
Call Centre Consultant – NSG
State Information Technology Agency (SITA)
2015.12 - 2017.01
Helpdesk Consultant – Escalation
State Information Technology Agency (SITA)
2012.06 - 2015.11
Presidential Hotline Agent
State Information Technology Agency (SITA)
2009.08 - 2012.06
Fitness Consultant
Wellness Dynamics Private Health Club
2007.07 - 2008.08
Lifestyle Consultant
Virgin Active
2006.09 - 2007.07
Technical Support - NQF 4
Richfield
ND - Sport Management, NQF 6
Vaal University of Technology
Matric - undefined
Ramoshtere High School
Certificate in IT - NQF 5
MANCOSA