Makgabo Theoda Monyamane
Johannesburg,South Africa
Summary
Customer Service Representative with 12 years of experience in call centre operations and quality assurance. Skilled in handling customer complaints, enhancing satisfaction, and generating insightful reports. Proven ability to improve processes and foster positive relationships with clients.
Overview
15
15
years of professional experience
Work history
Customer relationship officer
CDA Solutions
Johannesburg
06.2024 - 06.2026
- Complete RMA customer experience survey (Positive and negative)
- Complete company migration (From the Department of Labour to RMA)
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Provided top-notch support for increased customer satisfaction.
- Maintained a clean, orderly work environment, promoting a conducive atmosphere for both staff and customers.
QA (Quality assurance) Analyst
SA Taxi Finance
Johannesburg
06.2023 - 11.2023
- Provide accurate and timely reports on a daily, weekly and monthly rolling basis on call quality and productivity, availability and other key metrics as determined by the business
- Provide performance expectations, action and develop quality plans to improve call quality
- Create call transcripts
- Coordinates call coaching
Customer relationship officer
SA Taxi Finance
Johannesburg
06.2023 - 11.2023
- Respond to emails and faxes within the agreed SLA
- Effectively contribute to face-to-face consultations and reduce waiting time
- Routes requests to the relevant department/person if a request was mistakenly sent to customer service
- Verify customer details before divulging any personal details for security reasons
- Resolve all queries falling within mandate (Generate account statement, calculate settlement quotations, update FICA contact details, provide information regarding account details, Fax/ email passenger liability, coordinate collection of Enatis, and generate cross-border letter)
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
Complaints and Compliance specialist
SA Taxi Finance
Johannesburg
05.2023 - 11.2023
- Communicated complaint outcomes to stakeholders clearly and promptly.
- Provides detailed summaries of complaints issues for operational meetings and forums
- Assisted with reporting, customer feedback, and complaints tasks.
- Follows up with relevant parties and manages turnaround time with other departments
- Facilitated team meetings to enhance collaboration and address complaints effectively.
- Updates existing systems with each customer interaction
- Logs keywords and provides a daily spreadsheet on all requests received
Outbound call center supervisor
SA Taxi Finance
Johannesburg
08.2018 - 05.2023
- Developed work schedule, ensured adherence, and maintained sufficient capacity to manage lead volume
- Monitored quality assurance standards to maintain compliance in processes.
- Ensures that all staff are correctly logged into the system and managed via the Avaya Supervisor function
- Compiled daily operation reports and statistics to monitor performance and inform team strategies in the outbound call center
- Continuously identify opportunities to improve performance in the team
- Prepare appropriate training for teams
- Evaluated team members' competence levels through regular assessments.
- Prepares operations for ad-hoc outbound campaigns and ensures effective execution
- Ensure that product, process and document changes are effectively implemented and communicated to all staff
- Logged all customer queries and addressed escalated issues promptly
Campaign Manager
SA Taxi Finance
Johannesburg
09.2014 - 11.2017
- Develop a campaign schedule in line with business objectives in consultation with internal stakeholders
- Determine accurate and reliable campaign reporting to the executive level
- Analyze campaign data and provide detailed Reports on campaigns
- Delivered monthly reports detailing campaign performance
- Make recommendations for campaign adjustments
- Tracked campaign results and monitored effectiveness for continuous improvement
- Manage and update outbound campaigns performance visualization
- Streamline campaign activities across the business
- Created campaign dashboard to evaluate campaign success
- Coordinated outbound campaign projects
- Communicate and liaise with stakeholders on different projects, including MI Specialists
- Determine the most effective points of interaction, ensuring that communication goes out to the right people in the correct format
- Developed scripts for SMS communications sent to clients
- Provide detailed analysis and reporting of each campaign, including interpretation, commentary and recommendations.
Inbound consultant
SA Taxi Finance
Johannesburg
11.2012 - 09.2014
- Conduct a 4-point verification check on all customers prior to divulging any personal details for security purposes
- Disclose information in adherence to regulatory requirements
- Provide information in response to customer request
- Resolve all queries falling within mandate e.g Account enquiries, Statement request, Cross border process enquiries etc
- Route/transfer calls to the relevant department
- Log all customer interaction queries on the workflow system
- SMS/Fax/email requested information or documents to customers
- Inform/advise customers of documentation to be submitted for certain requests
- Adhere to quality standards, policies and procedures
- Look for means of improving as well as promoting quality
- Attend all required training to keep abreast of latest product and processes
- Submit non FCR requests to administration/Service fulfillment team via query management system
- Logging of account changes and the status of each customer
- Operate within mandated Service level agreement
Administrator
Tenth Sports
Johannesburg
02.2011 - 10.2012
- Streamlined office operations by implementing efficient administrative procedures.
- Managed collection of outstanding client accounts, ensuring on-time payments and maintaining positive client relations.
- Processed expense reports, resulting in accurate financial records maintained consistently.
- Compiled essential data into useful spreadsheets, improving clarity and accessibility of business performance metrics.
- Coordinated logistics for delivery of goods to clients, ensuring timely arrival and enhancing customer satisfaction.
- Sorted incoming mail promptly, reducing clutter and improving organisation in the workplace.
Education
GCSEs - Leadership Development
LLC Academy
Johannesburg, South AfricaGCSEs - PowerBI
Moyo Data Academy
Johannesburg, South AfricaGCSEs - Project Management Foundementals
Siyanqoba
Johannesburg, South AfricaSkills
- Call Centre Operations
- Complaint Resolution
- Client collaboration
- Data analysis
- Report Generation
- Microsoft Excel
- Project Management Abilities
- Operations coordination
- Collection Consultative Sales
Personal Information
- Date of birth: 1988-06-13
- Gender: Female
- Nationality: South African
- Marital status: Single
Accomplishments
- Reduction of invalid leads (Campaign data), which led to higher productivity
- Improved quality assurance adherence
- Ensured adherence to QA standards
- Planned and coordinated WEBUYCARS project
- Updated and implemented campaign scripts and policies for continued company compliance
- Planned and coordinated TAXI ZAKA project
- Planned and coordinated Trade up/Trade project
- Planned and coordinated Buyback product
- Planned and coordinated Sales open-day functions
- Planned and coordinated team building
- Reduction of FPD (First payment default)
- Enhanced onboarding processes were implemented across departments for increased productivity and profits
- Created and developed critical onboarding policies to consistently exceed quality and production targets
- Recognized by Dealership for buyback elapsed projects delivering outstanding vehicles.
Timeline
Customer relationship officer
CDA Solutions
06.2024 - 06.2026
QA (Quality assurance) Analyst
SA Taxi Finance
06.2023 - 11.2023
Customer relationship officer
SA Taxi Finance
06.2023 - 11.2023
Complaints and Compliance specialist
SA Taxi Finance
05.2023 - 11.2023
Outbound call center supervisor
SA Taxi Finance
08.2018 - 05.2023
Campaign Manager
SA Taxi Finance
09.2014 - 11.2017
Inbound consultant
SA Taxi Finance
11.2012 - 09.2014
Administrator
Tenth Sports
02.2011 - 10.2012
GCSEs - Leadership Development
LLC Academy
GCSEs - PowerBI
Moyo Data Academy
GCSEs - Project Management Foundementals
Siyanqoba