Mapule Linnah Molatudi
Roodepoort
Summary
Customer Service Specialist with a strong foundation in customer communications and support. Organises and manages multiple tasks while resolving inquiries efficiently. Proactively addresses problems to ensure prompt customer satisfaction and maintains accurate records. Builds positive relationships through effective communication and attentive service.
Overview
14
14
years of professional experience
Work History
Call center agent
Unemployment insurance fund (UIF)
03.2025 - Current
- Assessed progress and productivity in line with service level agreements to ensure compliance.
- Ensured client satisfaction by delivering timely responses and effective solutions to challenges.
Call center agent
Road accident fund (Raf)
05.2023 - 10.2023
- Assisted with queries, provided ongoing support for claims and payment updates
- Allocated and assigned tickets for customer queries to ensure timely resolution
- Updated and logged customer notes for each interaction, routing and resolving queries according to established procedures
Call center agent
03.2014 - 12.2016
- Obtain minimum Quality Assurance Score in line with clients SLA
- Answer customer calls within agreed client SLA ensuring excellent customer service.
- Resolve customer queries, provide information and /technical support where required to ensure first call resolution within agreed AHT
- Escalate queries following the standard process where necessary
- Ensure accurate call notes are recorded
- Updated and recorded customer information accurately in the system.
Fieldwork
02.2013 - 03.2013
- Conducted transportation surveys to gather insights on commuter preferences.
- Transported preferred commuters predominantly in South Africa.
- Assessed affordability of public transport experiences for commuters.
Administration
07.2012 - 12.2012
- Representative to sign up new clients (walk in)
- Administered policy on cash payments.
Education
Certificate of Higher Education - Supply chain Management
IQ Academey
Johannesburg, GP01-2026
Risk management -
01-2022
Data capturing -
01-2017
Grade 12 -
01-2009
Skills
- Organisational Skills
- Effective communication
- Time management skills
- Problem Solving
- IT proficiency
- Customer service
- Risk assessment
- Client communication
- Computer proficiency
- Complaint handling
- Customer relationship
Custom
- Mentor, popitladi@gmail.com, 0780319324
- Supervisor, Kcsesinyi@gmail.com, 011 618 4710/078 084 9184
- Team leader, VeronicaClaansen@merchantssa.co.za, 072 328 6773
Timeline
Call center agent
Unemployment insurance fund (UIF)
03.2025 - Current
Call center agent
Road accident fund (Raf)
05.2023 - 10.2023
Call center agent
03.2014 - 12.2016
Fieldwork
02.2013 - 03.2013
Administration
07.2012 - 12.2012
Certificate of Higher Education - Supply chain Management
IQ Academey