Summary
Overview
Work History
Education
Skills
Websites
Driving License - Category
References
Timeline
Generic

Mathapelo Rapholo

CALL CENTRE AGENT & ADMINISTRATION
Randburg

Summary

I am an enthusiastic and hardworking individual who has the drive to succeed at any level, a goal setter who will not rest until the result has been achieved in life or business. A driven individual who is always willing to take on any task and handle any situation presented to me. I can learn and adapt to surroundings and have the ability to work individually as well as with a team. I enjoy new challenges and being able to overcome obstacles and improve myself and my performance. I believe that my skills would benefit the company through my knowledge and experience through the various sectors of my employment.

Experienced with customer service and providing support. Utilizes communication and problem-solving skills to address concerns efficiently. Track record of maintaining positive customer relationships and ensuring satisfaction.

Overview

11
11
years of professional experience
4047
4047
years of post-secondary education

Work History

CALL CENTRE/RETAIL SUPPORT AGENT (INBOUND)

Computicket
10.2018 - Current
  • Managed multiple priorities successfully while maintaining strict adherence to deadlines within a fast-paced environment.
  • Authorizing refunds, boosting store operation efficiency.
  • Handle bookings, refunds, ensuring customer satisfaction.
  • Resolve diverse queries via email, WhatsApp, and Freshdesk chat.
  • Execute security checks, ensuring secure transactions.


FRAUD ADMIN/SUPPORT LINE (SHOPRITE)

Computicket
09.2020 - 02.2022
  • Investigated chargebacks, blocked fraudsters efficiently.
  • Verified bookings for Call Centre and Website via bank, ensured transaction accuracy.
  • Conducted security checks, managed virtual voucher delivery.
  • Sending vouchers to the purchaser if the voucher did not generate.
  • Assist all Shoprite Group stores with Money Transfer queries.
  • Conducted security checks, blocked fraudulent cards, facilitated replacements.
  • Excellent communication skills, both verbal and written.

SALES CONSULTANT (PERMANENT CROSSED TRAINED)

Truworths
05.2014 - 08.2018
  • Supervised and managed store in manager's absence.
  • Collaborated with manager on store administration tasks.
  • Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
  • Used consultative sales techniques to understand customer needs and recommend relevant products and services.
  • Perform sales and transactions via POS system.
  • Selling, Rica and activating cell phones.
  • Selling jewellery and stock taking.
  • Enhanced customer experience through stellar merchandising.
  • House keeping the store.


Education

HIGHER CERTIFICATE - ECONOMICS AND MANAGEMENT SCIENCES

University of South Africa
12-2022

BACHELOR OF COMMERCE - PROJECT MANAGEMENT

Mancosa
Durban, South Africa
12-2026

Skills

  • Leadership
  • Teamwork
  • Logical thinker
  • Problem solver
  • Excellent time management
  • Adapts to new routine
  • Accepts responsibility
  • Prefers involvement
  • Follows schedules
  • Client orientated
  • Communication
  • Organization
  • Live chat support
  • Social media support
  • Complaint handling

Driving License - Category

Yes

References

Lee-ann Kerr
Computicket
011 340  8025
leeannk@computicket.com

Jessica Ramokotjo
Shoprite
0860010707
jramokotjo@shoprite.co.za

Nompilo Biyela
Shoprite
0860010709
nbiyela@shoprite.co.za

Rachel Huma
Truworths
0118851205

Timeline

FRAUD ADMIN/SUPPORT LINE (SHOPRITE)

Computicket
09.2020 - 02.2022

CALL CENTRE/RETAIL SUPPORT AGENT (INBOUND)

Computicket
10.2018 - Current

SALES CONSULTANT (PERMANENT CROSSED TRAINED)

Truworths
05.2014 - 08.2018

HIGHER CERTIFICATE - ECONOMICS AND MANAGEMENT SCIENCES

University of South Africa

BACHELOR OF COMMERCE - PROJECT MANAGEMENT

Mancosa

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Mathapelo RapholoCALL CENTRE AGENT & ADMINISTRATION