Michael Sello Matsha
Administrative Assistant
Pretoria
Summary
Proven problem-solver and adept communicator, I significantly enhanced customer satisfaction at the South African Post Office by leading teams to streamline operations and resolve complaints efficiently. Expert in training and mentoring, my approach improved service quality, demonstrating a strong blend of leadership and customer service skills.
Knowledgeable Call Center Representative with experience assisting RTMC customers. Accomplished in recording accurate information while exceeding customers' expectations in high-volume call center. Gifted in keeping sensitive and confidential information private.
Friendly, adaptable, and quick to learn, well-suited to customer-focused roles. Knowledge of effective communication and problem-solving techniques, combined with proficiency in using call center software and handling customer inquiries. Dedicated to delivering high-quality service and enhancing customer satisfaction.
Proficient Call CentreAgent with superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker.
Overview
11
11
years of professional experience
Work History
Call Center Agent
Road Traffic Management Corporation
12.2023 - Current
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
- Developed expert knowledge of company products and services to provide accurate information to customers.
- Educated customers about billing, payment processing and support policies and procedures.
Shift Supervisor
South African Post Office
11.2013 - 01.2023
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained workplace safety by enforcing strict adherence to company policies and industry regulations.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
- Improved customer satisfaction rates with consistent quality checks and timely resolution of complaints.
- Enforced company policies and regulations with employees.
Education
Matric Senior Certificate
Lehlabile Senior Secondary School
Pretoria, South Africa01-1992
Skills
Problem-solving skills
Customer communications
Resolving issues
Training and mentoring
Additional Information
Contact Person
- South African Post Office Manager
Mrs Lynette Potgieter
082 395 5713
lynette.potgieter@postoffice.co.za
- Call Centre Manager
Mrs Magdeline Ndlovu
067 427 9516
MagdelineM@rtmc.co.za
- Call Centre Team Leader
Mr Lehlogonolo Ngwenya
073 496 5634
lehlogonoloN@rtmc.co.za
Timeline
Call Center Agent
Road Traffic Management Corporation
12.2023 - Current
Shift Supervisor
South African Post Office
11.2013 - 01.2023
Matric Senior Certificate
Lehlabile Senior Secondary School
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