Summary
Overview
Work History
Education
Skills
Application Letter
Drives License
Language Skills
Personal Information
References
Training
Timeline
Generic

Matlhodi Tsoaela

Makong Village

Summary

Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level remote worker position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

10
10
years of professional experience

Work History

Service Consultant

Capitec Bank
08.2010 - 06.2015


  • Served as a key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.
  • Provided exceptional support to customers, resulting in a significant decrease in complaint rates.
  • Applied advanced Area skills and knowledge of Software on daily basis.
  • Developed strong relationships with clients, leading to increased loyalty and repeat business.
  • Consistently met or exceeded monthly sales goals by identifying upselling opportunities during client interactions.
  • Handled customer issues with confidence, using complex problem solving to provide effective resolution.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Suggested additional services to customers in order to meet upsell goals.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
  • Examined customer document for loan applications and opening of new savings accounts
  • Received superior customer service satisfaction scores for Number consecutive quarters.

Outbound Call Center Debts Collector

Norton Lambrianos Call Center
09.2009 - 07.2010


  • Contacted customers to discuss payment schedules and set up or immediately process payments.
  • Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Developed strong relationships with clients, fostering trust and facilitating successful account resolutions.
  • Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
  • Consistently met or exceeded individual performance metrics while contributing to team goals as a reliable team player.
  • Negotiated settlements in a timely manner, reducing the number of long-term delinquent accounts.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Assisted customers in understanding their financial obligations, providing education on credit management and offering solutions to prevent future delinquencies.
  • Documented changes in accounts and on credit reports.
  • Negotiated to collect balance in full.
  • Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
  • Worked in call center environment handling manual and automatically dialed outbound calls.

Outbound Call Center Debts Collections

African Bank
10.2008 - 01.2009


  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • 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.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Collaborated with team members to share best practices and improve overall team performance in meeting targets.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Boosted customer service satisfaction ratings through consistent quality control.
  • Performed various clerical duties by filing and faxing documents and capturing note on the customer databases.

Call Center Sales

Innovation Group
05.2008 - 08.2008


  • Developed strong relationships with clients, leading to increased loyalty and repeat business.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Responded to customer calls and emails to answer questions about products and services.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Collaborated with team members to share best practices and improve overall team performance in meeting targets.
  • Attended telephone skills and program information training sessions to boost aptitude.

Outbound and Inbound Call Center Debts Collections

JM Attorneys
09.2007 - 05.2008
  • Collecting Outstanding Monies, Allocation of Payments, Problem Solving, Data Capturing, Attend to Client Queries
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Responded to customer calls and emails to answer questions about products and services.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • 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.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Collaborated with team members to share best practices and improve overall team performance in meeting targets.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Developed and updated databases to handle customer data.
  • Responded proactively and positively to rapid change.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Maintained up-to-date knowledge of product and service changes.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Cashier and Customer Services

Woolworths
11.2005 - 09.2007


  • Greeted customers entering store and responded promptly to customer needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Answered questions about store policies and addressed customer concerns.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.
  • Addressed customer needs and made product recommendations to increase sales.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Proactively addressed long lines by opening additional registers when necessary, enhancing customer experience.
  • Promoted store promotions and incentive programs to increase overall sales revenue.
  • Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
  • Improved transaction speed without sacrificing accuracy by staying up-to-date on product pricing changes.
  • Developed rapport with regular customers, offering personalized service that fostered brand loyalty.
  • Prevented loss by vigilantly monitoring potential theft or fraud situations instore.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Used POS system to enter orders, process payments and issue receipts.
  • Learned duties for various positions and provided backup at key times.
  • Worked with floor team and managers to meet wide range of customer needs.

Education

SHE Incident Investigating Skills Programme -

Nosa
Gauteng,South Africa
08.2015

Consultant Skills Programme - Banking And Financial Support Services

Capitec Bank
Capetown,South Africa
08.2010

Grade 12 - Commerce

Thabo Senior Secodary School
Gauteng
12.2004

Skills

  • Cash Handling
  • Client Relationship Building
  • Customer Relations
  • Public Speaking
  • Schedule Management
  • Complaint resolution
  • Issue Resolution
  • Sales expertise
  • Technical Support
  • Account Management
  • Telemarketing expertise
  • Strong Work Ethic
  • Customer Service
  • Attention to Detail
  • Listening Skills
  • Multitasking and Organization
  • Excellent Communication
  • Computer Skills
  • Handling Customer Complaints
  • Team Collaboration
  • Data Entry
  • Customer Relationship Management
  • Conflict Resolution
  • Customer Retention
  • Data Processing
  • Client rapport
  • Records Management
  • Call Center Operations
  • Clerical Support
  • Problem Resolution
  • Relationship Building
  • Microsoft Office
  • Money handling abilities
  • Inbound Call Management
  • Customer Data Confidentiality

Application Letter

First and for most I will like to thank you for taking your precious time into considering looking at my cv , it gives me the greatest pleasure into having an opportunity of such capacity of applying in this company. I’m a fast learner and given an opportunity I’m able to reach the company standards and values. I have good communication verbal and writing skills. Able to solve problems that are at the level of my capacity and give it my best short to provide solutions and feedback. Open minded is what I am because I know that not everything in life is black and white somehow a rainbow, one has the opportunity in everything. I am a team player and there is no I in a team but we, being accountable is one of my strongest nature, on that note I am assertive, sharp, and full of ideas, a good listener, smart, hard worker who also work well under pressure. I believe in job descriptions but I am a person who would like to know each and everything that happens on a company I working for that gives me an opportunity of knowing my role as an employee and to learn more in the company. A company that is able to trust and invest in me will never regard it, because I will be an asset that they will never want to let go of Once again thank you for taking your time Yours sincerely Matlhodi Lydia Phala

Drives License

Code10 (C1)

Language Skills

  • English
  • Tswana
  • Zulu
  • South Sotho

Personal Information

  • ID Number: 8612200790081
  • Dependents: Two
  • Criminal Record: None
  • Gender: Female
  • Nationality: South African

References

  • Nohlanga Mabope, Capitec Bank, Manager, (011) 333-3872
  • Essop Heyman, Capitec Bank, Manager, (011)333-3872 0833660039
  • Lulu Mosala, Old Mutual, Manager, 0722396677

Training

  • Nosa, She Incident Investigation Skills Programme, Ohs Legislation and Incidents Investigation, 08/2015
  • Capitec Bank, Consultant Skills Programme, Cashier and Customer Service, 08/2010

Timeline

Service Consultant

Capitec Bank
08.2010 - 06.2015

Outbound Call Center Debts Collector

Norton Lambrianos Call Center
09.2009 - 07.2010

Outbound Call Center Debts Collections

African Bank
10.2008 - 01.2009

Call Center Sales

Innovation Group
05.2008 - 08.2008

Outbound and Inbound Call Center Debts Collections

JM Attorneys
09.2007 - 05.2008

Cashier and Customer Services

Woolworths
11.2005 - 09.2007

SHE Incident Investigating Skills Programme -

Nosa

Consultant Skills Programme - Banking And Financial Support Services

Capitec Bank

Grade 12 - Commerce

Thabo Senior Secodary School

Similar Profiles

CREATE PROFILE
Matlhodi Tsoaela