Margaret Ramogama
Customer Service Representative
Pretoria
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Knowledgeable and dedicated customer service professional with extensive experience in Telecommunication industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
30
30
years of professional experience
3
3
years of post-secondary education
5
5
Languages
Work History
Customer Service Representative
Telkom SA SOC
Pretoria
02.2020 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Operating Room Assistant
Life Healthcare Groenkloof Hospital
Pretoria
03.2018 - 12.2018
- Adhered to universal precautions, applying aseptic techniques to operating room equipment and personnel.
- Participated in OR suite turnaround procedures such as cleaning and case cart management.
- Delivered direct care to patients under supervision of charge nurse.
- Verified compliance with sterile field protocols, immediately reporting breaches to [Type] supervisor during procedures.
- Maintained operating room's inventory of products and replenished stock, when needed.
- Opened and distributed sterile supplies during medical procedures.
- Assisted in transporting patients, [Type] carts and equipment before and during surgical procedures.
- Oversaw proper handling of specimens and cultures, complying with prescribed hospital procedure and [Area of certification] regulations.
- Cleaned and sterilized room after surgery and counted instruments and sponges used to account for supplies.
- Maintained equipment and supplies, confirming sufficient inventory levels prior to procedures.
- Passed instruments and other sterile supplies to surgeons.
- Confirmed presence of required medical equipment prior to scheduled appointments.
- Maintained functional knowledge of operational procedures to anticipate needs of surgeons.
- Monitored patients' vital signs.
- Prepared patients for surgery and transported patients to and from operating room.
- Applied antiseptics and sterile dressings to cover surgical locations and boost healing.
- Kept views unobstructed by retracting, sponging and suctioning surgical sites.
- Protected patients from infection by setting up and managing sterile operating fields.
- Arranged supplies and instrumentation to meet needs of individual surgeons and enhance team efficiency.
- Quickly responded to emergency situations during procedures with life-saving aid.
- Gowned and gloved staff to help team prepare for surgeries.
- Minimized surgical bleeding with skilled ligation and clamping of blood vessels.
- Paid close attention to operating procedures for adherence to established surgical techniques.
Operating Department Assistant
Life Healtcare College
Pretoria
02.2017 - 12.2017
- Carried out day-to-day duties accurately and efficiently.
- Collaborated with team members to achieve target results.
- Identified issues, analyzed information and provided solutions to problems.
- Used coordination and planning skills to achieve results according to schedule.
- Developed and maintained courteous and effective working relationships.
- Prepared variety of different written communications, reports and documents.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Adhered to social distancing protocols and wore mask or face shield.
Call Centre Customer Representative
Telkom SA SOC
Pretoria
11.2005 - 07.2015
- Carried out day-to-day duties accurately and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Identified issues, analyzed information and provided solutions to problems.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked with customers to understand needs and provide excellent service.
- Participated in team-building activities to enhance working relationships.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Increased customer satisfaction by resolving issues.
- Maintained excellent attendance record, consistently arriving to work on time.
- Exceeded goals through effective task prioritization and great work ethic.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Successfully maintained clean, valid driver's license and access to reliable transportation.
Technical Support Officer
Telkom SA SOC
Brits
03.2001 - 11.2005
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Drove operational improvements which resulted in savings and improved profit margins.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Admin Support Officer
Telkom SA SOC
Rustenburg
06.1998 - 02.2001
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Increased customer service success rates by quickly resolving issues.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Completed daily logs for management review.
- Performed wide-ranging administrative, financial and service-related functions.
- Ordered and distributed office supplies while adhering to fixed office budget.
- Directed automation of office procedures such as correspondence management, recordkeeping and online communications.
Technical Assistant
Department of Post and Telecommunication
Rustenburg
11.1989 - 05.1998
- Provided technical guidance and support to team members.
- Gathered, organized and distributed technical documentation.
- Installed technical hardware and software in deskside support environment.
- Updated supervisor on status of projects.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Education
High School Diploma -
Kgamanyane High School
Rustenburg,South Africa 01.1986 - 11.1988
No Degree - Information Technology
PC Training
Pretoria,ZA 04.2001 -
GED -
Educom Training Academy
Pretoria,South Africa 01.2016 - 04.2016
No Degree - Nursing Assistance
Thuto Bophelo Nursing College
Pretoria 04.2001 -
No Degree - Surgical Technology
Life Healthcare College
Pretoria,ZA 04.2001 -
Skills
Technical Support
undefinedAccomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved best performer] by completing 229 emails with accuracy and efficiency.
- Resolved product issue through consumer testing.
- Supervised team of 15 staff members when acting as Ops manager.
- Achieved customer satisfaction through effectively helping with customer telephone issues.
Affiliations
None
Additional Information
I am a hard worker and team player
Willing to learn new things and fast learner
Going extra mile to achieve what the customer need
Customer satisfaction is my priority
Can perform under stress
Willing to work overtime and after hours
Available for relocation
Got code B driver's licence
No Criminal Record
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
Customer Service Representative
Telkom SA SOC
02.2020 - Current
Operating Room Assistant
Life Healthcare Groenkloof Hospital
03.2018 - 12.2018
Operating Department Assistant
Life Healtcare College
02.2017 - 12.2017
GED -
Educom Training Academy
01.2016 - 04.2016
Call Centre Customer Representative
Telkom SA SOC
11.2005 - 07.2015
No Degree - Information Technology
PC Training
04.2001 -
No Degree - Nursing Assistance
Thuto Bophelo Nursing College
04.2001 -
No Degree - Surgical Technology
Life Healthcare College
04.2001 -
Technical Support Officer
Telkom SA SOC
03.2001 - 11.2005
Admin Support Officer
Telkom SA SOC
06.1998 - 02.2001
Technical Assistant
Department of Post and Telecommunication
11.1989 - 05.1998
High School Diploma -
Kgamanyane High School
01.1986 - 11.1988
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