Martha Tsotetsi
Omni-Channel (Stand-in Team Leader)
Daveyton
Summary
Personable and reliable with talent for building strong customer relationships and delivering exceptional service. Possess solid understanding of customer service principles and effective communication techniques, including resolving issues and providing accurate information. Committed to driving customer satisfaction and contributing to overall success of team.
Overview
19
19
years of professional experience
6
6
years of post-secondary education
4
4
Languages
Work History
Omni Channel Representative (Stand in Team Leader)
MultiChoice Pty Ltd
Randburg
12.2013 - Current
- Manage service levels on shift by ensuring adherence to planned schedules.
- Resolve and/or escalate operational challenges that could impede on successful delivery of Customer Care objectives.
- Ensure that all staff deliver what is expected of them with regard to customer service, sales, and customer retention targets.
- Ensure that corrective action is taken where people have failed to meet service standards.
- Ensure that CSCs are well aware of their performance requirements & KPIs, and deliver according to these requirements.
- Ensure that skill & knowledge gaps are addressed through Coaching.
- Ensure that training on new products, services & processes is done by all people.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Debt Collector
MBD
06.2012 - 12.2013
- I used to collected for a company previously knows as Edcon
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained consistently high success rate of collecting on overdue accounts.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
- I worked with customers from outside the Province which were from Namibia, Zwazilnad And Lesotho
Teacher Assistant
Melodi Pramary School
Daveyton
03.2011 - 06.2012
- Adhered to classroom protocols to keep areas clean, neat, and organized.
- I assisted learners with home works giving extra lessons to those that needed help after school
- And I was coughing the girls soccer team
- Assisted teachers with supervision and care of group of children.
Cashier
Kumnandi Food Company
Benoni
06.2006 - 02.2011
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
Education
Grade 12 -
H.B Nyathi Secondary School
Daveyton, South Africa 04.2001 - 12.2006
Skills
Teamwork\Team player
Problem Solving
Customer Service
Adaptability
Ability to manage stress
Ability to work independently
Accountability
Customer support
Technical troubleshooting
Personal Information
- Date of Birth: 08/30/86
- Gender: Female
- Nationality: South African
Reading
I love reading as it stimulates the mind and enhance the brain function, through reading you can travel to places you have never been to and see things you had never thought your imagination would ever see.
Timeline
Omni Channel Representative (Stand in Team Leader)
MultiChoice Pty Ltd
12.2013 - Current
Debt Collector
MBD
06.2012 - 12.2013
Teacher Assistant
Melodi Pramary School
03.2011 - 06.2012
Cashier
Kumnandi Food Company
06.2006 - 02.2011
Grade 12 -
H.B Nyathi Secondary School
04.2001 - 12.2006
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