Makoma Mirriam Japhtaline Kekana
Tshwane
Summary
Experienced Public Service professional and Case Resolution Clerk with extensive knowledge of legislation and processes. Proven ability to lead teams in problem-solving and manage workflows, ensuring accountability and service delivery. Delivers case resolution across Home Affairs services, providing customers with accurate information and timely updates. Manages escalations effectively as Acting 2IC while maintaining clear records and service standards.
Overview
1
1
Language
21
21
years of professional experience
Work History
Case resolution clerk
Department of Home Affairs
01.2016 - Current
- Resolved customer queries within set timeframes and managed escalations according to agreed turnaround times to enhance service delivery.
- Interacted with various departmental systems to efficiently resolve diverse cases, including standard and high-level enquiries.
- Identify customer needs and provide information on a broad range of Home Affairs Services and functions
- Logged all customer calls and case management activities on CRM to maintain accurate records and facilitate follow-up.
- Understand key performance indicators and comply with timeframes agreed upon
- Managed incoming communications in the ministerial mailbox
- Provided supervisory support in absence of manager to provide supervisory/admin support.
- Documented significant accomplishments in role
Partner/channel hotline agent
Altech Autopage Cellular
01.2011 - 01.2016
- As a channel support agent, my duty was to effectively respond and resolve all queries within the contact centre from retail channels and corporate customers.
- Deal with difficult Business Partners in a manner that makes them feel appreciated. Seek information to understand Business Partners' needs and expectations.
- Communicated changes and issues impacting Business Partners via email to maintain transparency.
- Followed up with Business Partners to ensure their needs were fulfilled and strengthen relationships.
- Share information with Business Partners to build rapport and gain understanding.
- Be service orientated in all interactions with internal and external customers
- Exhibit a friendly and professional manner in all dealings with internal and external customers.
- Captured and updated client information in database with accuracy to ensure data integrity.
- Capture accurate notes on the tickler during each call from Business Partners.
- Provided support as acting second-in-command
- Acting Second-in-Command (2IC) to provide supervisory support Manage workflows for the partner hotline.
- Assisting with onboarding new agents.
- Oversaw team activities and provided guidance
- Monitoring team in the absence of the team leader
- Performed various administrative duties to support operations
- Tested IVR functions and performance during designated period
- Did testing for new systems that are being introduced
- Testing performance and the IVR, ensuring that calls are routed according to the call segments.
- Doing test cases, before the system goes live
- Documented significant professional successes
Fulfilment agent (Temp- till contract end due to retrenchment)
Altech Autopage Cellular
05.2009 - 12.2009
- Captured requests from business partners on the system to ensure timely processing.
- Processed new line requests swiftly and activation queries
- Resolved requests via national AAPC mailbox, enhancing communication and support.
- Conducted thorough reviews of new application approvals to maintain quality standards.
- Name change delegation and follow-up
- Name change delegation and follow-up issues that may affect business partners.
Admin Assistant (Temp)
Vodacom
08.2008 - 11.2008
- Answered calls and recorded messages for efficient communication flow
- Filled and dispatched new communications to ensure timely updates
- Gathered information and distributed reports to franchisees for informed decision-making
- Updating new details of franchisees
- Acted as Second-in-Command, assisting in management duties.
- Acting Second-in-Command (2IC) to provide supervisory support Manage workflows.
- General admin function
Risk Mitigation Agent (Temp)
ABSA
05.2008 - 08.2008
- Ensured clients with vehicle finance from AVAF maintained car insurance and referred to ABSA insurance as needed.
- Provided tailored solutions to clients and ABSA, addressing specific needs and enhancing service delivery.
- Encouraged clients to explore supplementary product options to enhance their coverage.
- Responded to client queries regarding products and services
- Provide relevant information to address the need for insurance
- Obtaining customer acceptance for a proposed solution
- Handling customer account balances
- Making outbound calls
- Communicating relevant changes to Customers
Customer service Agent (Temp)
Vodacom Customer care
01.2006 - 01.2008
- Supported customer care team by addressing inquiries and providing assistance
- Coached and trained new agents to improve team performance
- Identified and implemented key achievement to enhance service delivery during tenure
- Administering of Sim swap
- Locking/ Unlocking lines
- Blacklisting of Handsets
- Account Enquiries, (balances)
- Updating of banking details, addresses
- Queries, issuing out PIN and PUK.
- Coaching 13/ 08/2007 - 26/08/20007
Education
National diploma - Public Administration and Management
UNISA
Pretoria, GP01-2022
Certificate - accounting skills
Tshwane University of Technology
01-2004
Matric -
Hoërskool Voortrekkerhoogte
01-2003
Skills
- Case management
- CRM updates
- CRM logging
- Query resolution
- Escalation management
- Delivery resolution
- Dispute resolution
- Call centre management
- Data accuracy
- Quality assurance
- Stakeholder engagement
- Logistics coordination
- Departmental systems
- Client support
- Case follow-up
Custom
- Disability Status: Yes
- Type of Disability: Chronic back Pain
Languages
English
Proficient
C2
Timeline
Case resolution clerk
Department of Home Affairs
01.2016 - Current
Partner/channel hotline agent
Altech Autopage Cellular
01.2011 - 01.2016
Fulfilment agent (Temp- till contract end due to retrenchment)
Altech Autopage Cellular
05.2009 - 12.2009
Admin Assistant (Temp)
Vodacom
08.2008 - 11.2008
Risk Mitigation Agent (Temp)
ABSA
05.2008 - 08.2008
Customer service Agent (Temp)
Vodacom Customer care
01.2006 - 01.2008
National diploma - Public Administration and Management
UNISA
Certificate - accounting skills
Tshwane University of Technology
Matric -
Hoërskool Voortrekkerhoogte