Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Masego Kgame

Team Lead, Customer Service Clerk
Pretoria

Summary

Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and multi -tasking and well-known for executing successful, new initiatives. Creates dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success.

Developed key skills in high-volume, customer-focused environment, including data management, problem-solving, and effective communication. Seeking to transition into new field, leveraging these transferrable skills to contribute to dynamic team. Capable of adapting quickly and delivering results in various professional settings.

Overview

1
1
year of professional experience
14
14
years of post-secondary education
2
2
Languages

Work History

Team Lead-Customer Service

Postbank
Pretoria
11.2024 - Current
  • Do pre-tet on equipment allocated for functionality, ensure access to front end system, and report any issues to the Regional Operations Managers.
  • Ensure all distribution sites are operational i.e all dignity services, marketing material, stationery, cards ans equipment are available. Escalate issues to the Regional Operations Manager if required.
  • Ensure that staff follow the SOPs that have been documented.
  • Ensure that each site is appropriately staffed on a daily basis. Re-allocate customer service clerks from 1 site to another if required.
  • Attend to all issues raised by staff based at the various distribution points. Escalate issues that cannot be resolved to ROM.
  • Oversee the accurate completion of daily attendance registers by staff and ensure timeous submission of weekly attendance time sheets.
  • Report any system related issues to the ROM and or contact centre to assist in resolution.
  • Oversee the accurate completion of daily attendance register by staff as and ensure timeous submission of weekly attendance time sheets.
  • Send daily reports, statistics as per SOP to the ROM or as and when required.
  • Perform ad hoc allocation of Customer Service Clerks for system access and authorize on the system.
  • Ensure all customer complaints are attended to promptly.
  • Ensure queues at the distribution sites are appropriately managed.
  • Frequently inspected production area to verify proper equipment operation.
  • Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.

Call Centre Agent- (Sales Representative)

New Wave Financial Solutions
Sunninghill, Johannesburg
02.2024 - 05.2024
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Effectively communicated complex information in digestible format for callers of varying levels of technical understanding.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Electoral Registration Officer-Deputy Presiding

Independent Electoral Commission
Pretoria
08.2023 - 02.2024
  • Handled budgets, disciplinary actions, evaluations and event planning, adhering to all regulations
  • Monitored changes in legislation and accreditation standards affecting information security or privacy
  • Explained registration procedures and policies in detail, answering patient questions
  • Resolved scheduling conflicts and assigned teaching staff to classes based on specific qualifications
  • Planned, developed and maintained various health record indexes or storage and retrieval systems
  • Prepared paper charts for scanning and indexing following established protocols
  • Explained, conducted and assisted with operation of Voter Management Device
  • Addressed concerns quickly to avoid lasting issues

Education

Senior Certificate - Matric

St Anne's High School
Rustenburg, NW
01.2016 - 11.2025

Diploma - Financial Accounting

Jeppe College
Pretoria , Gauteng
02.2004 - 11.2007

Articulated Dump Truck Operator - Mining/ Construction

African Training Academy
Rustenburg, NW
09.2023 - 11.2023

Skills

Additional Information

References:


1. Name: Mr Daniel Mareme

Position : Area Manager

Institution: Postbank

Contact Details: 082 264 4994

email address : daniel.mareme@postbank.co.za


2. Name : Mr Darryn Singh

Position : CEO

Institution: New Wave Financial Solutions

Contact Details : 083 325 7984

email address : darryn@nwfs.co.za


3. Name : Mr Themba Zwane

Position : Area Manager

Institution: Independent Electoral commission (IEC)

Contact Details: 084 230 4150

email address : themba.zwane@iec.gov.za






Timeline

Team Lead-Customer Service

Postbank
11.2024 - Current

Call Centre Agent- (Sales Representative)

New Wave Financial Solutions
02.2024 - 05.2024

Articulated Dump Truck Operator - Mining/ Construction

African Training Academy
09.2023 - 11.2023

Electoral Registration Officer-Deputy Presiding

Independent Electoral Commission
08.2023 - 02.2024

Senior Certificate - Matric

St Anne's High School
01.2016 - 11.2025

Diploma - Financial Accounting

Jeppe College
02.2004 - 11.2007

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Masego KgameTeam Lead, Customer Service Clerk