MASHAPA MAPULA LUCIA
Cosmo city ,South africa
Summary
Customer-focused and reliable graduate with a Diploma in Tourism Management, bringing strong communication, problem-solving, and customer service skills. Experienced in handling client inquiries, resolving issues professionally, and maintaining high service standards. Eager to contribute to FNB’s customer experience through efficient call handling, active listening, and compliance with service protocols. Organised and proactive, able to manage tasks with precision and prioritisation. Demonstrates excellent communication skills and proficiency in Microsoft Office, supporting smooth office operations. Eager to bring dedication and reliability to call center role.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
Work history
Administrative Assistant (Retail)
Automobile Association (AA)
Randburg, Gauteng
2025.02 - 2026.01
- Assisted in monthly stocktaking activities, contributing to accurate inventory records.
- Provide administrative support, including document management, filing, and data entry.
- Contributed to team effort by accomplishing related results as needed.
- Successfully delivered on tasks within tight deadlines.
Receptionists and Resturant
NAHAKWE LODGE
Mopani, Limpopo
2022.07 - 2022.12
- Collaborated with team members in organising company events, enhancing team cohesion and morale building activities.
- Managed phone calls, resulting in effective communication flow within company, managed over 50 customers calls per day.
- Exhibited excellent multitasking skills by balancing various responsibilities simultaneously without compromising efficiency or quality of work output.
- Administered mail distribution process, ensuring each department received its correspondence in timely manner.
Volunteer youth worker
IEC (Electoral Commission of South Africa)
Soweto, Gauteng
2019.03 - 2019.03
• Assisted with voter registration and voting processes.
• Guided voters through procedures and provided necessary information.
• Participated in vote counting and result collection.
Education
Higher National Diploma - Tourism Management
VAAL UNIVERSITY OF TECHNOLOGY
Vanderbijlpark, Gauteng 2019.02 - 2022.12
Grade 12 -
Tulip Combined School
Roodepoort, Gauteng 2016.01 - 2017.12
Skills
- Customer Service & Call Handling
- Clear Verbal Communication
- Active Listening & Empathy
- Problem Solving & Conflict Resolution
- Data Capturing & Accuracy
- Time Management & Multitasking
- Professional Telephone Etiquette
- Teamwork & Adaptability
Languages
English
Proficient (C2)
Northen Sotho
Proficient (C2)
References
References available upon request.
Timeline
Administrative Assistant (Retail)
Automobile Association (AA)
2025.02 - 2026.01
Receptionists and Resturant
NAHAKWE LODGE
2022.07 - 2022.12
Volunteer youth worker
IEC (Electoral Commission of South Africa)
2019.03 - 2019.03
Higher National Diploma - Tourism Management
VAAL UNIVERSITY OF TECHNOLOGY
2019.02 - 2022.12
Grade 12 -
Tulip Combined School
2016.01 - 2017.12