LORRAINE KHUTSO MASHEGO
Customer Relations Officer
Mbombela
Summary
Resourceful administrative expert with a strong background in customer service and office management. Demonstrated ability to manage schedules and streamline processes, enhancing operational efficiency. Proven track record in client-facing positions, focusing on enrollment support and effective complaint resolution while maintaining professionalism.
Experienced with managing customer relationships and delivering exceptional support to ensure satisfaction and loyalty. Utilizes effective communication and problem-solving skills to address client needs and implement solutions. Track record of fostering strong collaborations and adapting to dynamic environments for continuous improvement.
Overview
4
4
Languages
18
18
years of professional experience
Work History
Customer Success Specialist
Clinical Care Platform (CCP)
12.2025 - Current
- Onboard new members through personalised email and WhatsApp communications, ensuring timely platform access and profile completion within 7 days.
- Build strong member relationships through proactive engagement, retention initiatives and ongoing support to maximise satisfaction and reduce churn.
- Drive revenue growth by converting leads, upselling monthly members to annual subscriptions, and promoting relevant eLearning courses, mentorship programmes and membership benefits.
- Manage leads from multiple channels including WhatsApp, email, webinars and referral campaigns, ensuring timely follow-up and conversion tracking.
- Support eLearning members with course access, technical assistance, progress monitoring and completion strategies.
- Coordinate and grow the member referral programme while tracking leads and recognising active referrers.
- Manage the monthly Member Spotlight initiative in collaboration with the content team.
- Compile and present weekly and monthly reports on Customer Success metrics including onboarding, engagement, retention, conversions and response times.
- Support webinar planning, member communications and post-webinar follow-up to drive membership and course enrolments.
- Deliver exceptional customer support by resolving member enquiries, payment issues and platform-related queries while maintaining agreed response time targets.
- Clinical Care Platform is a virtual digital learning platform advancing healthcare excellence through CPD-accredited eLearning, live webinars, clinical guidelines and a professional community.
Training Coordinator
AQuaH Training School
01.2022 - 01.2025
- Designed and updated training curricula to align with industry standards.
- Organised classes, assigned instructors and ensured smooth execution of training sessions.
- Assisted learners with enrolment, course materials and general enquiries.
- Tracked student progress, evaluated training effectiveness and implemented improvements.
- Managed records, prepared reports and ensured compliance with accreditation requirements.
Customer Relations Officer
AQuaH Training School
01.2018 - 01.2021
- Assisted prospective and current students with enquiries about courses, admissions and requirements.
- Guided students through application processes and registration.
- Addressed student and faculty concerns professionally, escalating issues when necessary.
- Provided accurate information about school policies; responded to emails and calls.
- Created a welcoming environment demonstrating empathy and ensuring confidentiality.
Customer Service
Woolworths — Ilanga Mall
01.2016 - 01.2017
- Greeted and assisted customers with enquiries and product recommendations.
- Processed transactions at all points including cash, card and digital payments.
- Maintained hygiene and safety standards in food handling and merchandising.
- Handled customer complaints professionally and offered appropriate solutions.
Senior Travel Consultant
Sisonke Ma Africa Travel
01.2010 - 01.2013
- Booked flights, hotels, transport and travel-related services with accuracy.
- Guided clients through visa applications, travel insurance and required documentation.
- Recommended additional services and premium packages to enhance client travel experiences.
- Addressed flight cancellations, booking changes and travel disruptions efficiently.
Office Management (In-Service Training)
Good People Management
01.2009 - 01.2010
- Managed schedules, handled correspondence and oversaw filing systems.
- Acted as point of contact for internal and external enquiries and coordinated meetings.
- Assisted with onboarding, training coordination and workplace policy compliance.
Education
Tourism and Hospitality studies
Tshwane University of Technology
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Acek Academy
01-2003
Skills
Customer relationship management
Customer engagement
Client onboarding
Member onboarding & retention
Customer feedback analysis
Scheduling & diary management
Records management & filing
Office administration
Computer proficiency
Problem solving & crisis management
Time management & organisational skills
Customer advocacy
References
- Mr B, Nziyane, Junior Manager, 079 541 7839, Sisonke Ma Africa Travel
- Keibitsamang, Segakweng, HR Officer, 064 543 1647, ATS / AQuaH / CCP
PERSONAL INFORMATION
- Nationality: South African
- Driving Licence: Code 10 (C1)
Timeline
Customer Success Specialist
Clinical Care Platform (CCP)
12.2025 - Current
Training Coordinator
AQuaH Training School
01.2022 - 01.2025
Customer Relations Officer
AQuaH Training School
01.2018 - 01.2021
Customer Service
Woolworths — Ilanga Mall
01.2016 - 01.2017
Senior Travel Consultant
Sisonke Ma Africa Travel
01.2010 - 01.2013
Office Management (In-Service Training)
Good People Management
01.2009 - 01.2010
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Acek Academy
Tourism and Hospitality studies
Tshwane University of Technology