Mokgadi Angelina Letsoalo's Resume'
Alberton
Summary
Customer Service Center Manager with proven success in enhancing customer satisfaction and operational efficiency. Expertise in customer conflict resolution, team development, and process improvement. Dedicated to delivering exceptional customer experiences and driving business growth through strategic service initiatives. Strong commitment to fostering positive relationships and ensuring effective daily operations.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Services Centre Manager
Rand Water, Head Office
Johannesburg
05.2019 - Current
- Manage the Rand Water Customer Service Centre, customers and consumers relationships and internal & external queries and complaints via telephone lines, emails, Rand Water-App and face-to-face interactions and internal helpdesks (IT, Records, HR & Facilities).
- Lead the achievement of service targets within agreed SLAs, maintaining high standards of customer service satisfaction.
- Manage and optimise budget within Deparmental limits, ensuring efficient resource allocation.
- Implemented and continually improve customer relationship systems, enhancing customer engagement and experience.
- Manage and enforce customer service policies, processes, and procedures to align with industry best practices, business continuity, corporate, statutory, and regulatory compliance.
- Ensured team compliance with satisfaction standards, fostering a culture of excellence.
- Comply with the Rules of the RWPF, policies and legislation applicable to it.
- Inducted on the business of the RWPF, the governance principles and other relevant aspects that are beneficial to the provident fund.
Scientific Services Specialist
Rand Water, Head Office
Johanneburg
06.2005 - 04.2019
- Render a scientific specialist service to Rand Water's broad customer base (Municipalities, Mines, Industries, Schools, Consumers, Private Companies & Direct Customers) and maintain effective communication channels and information databases for this service.
- Liaise with the Water Quality Advisors, Process Quality Technicians & Managers, Process Technology Manager, Water Quality Assurance Manager and Laboratory Section Heads on technical water quality issues /compliance, and communicate to customers through the Customer Service Center.
Microbiologist
Rand Water, Analytical Services
Vereening
12.2002 - 05.2005
- Conducted routine and adhoc water sampling, boosting data accuracy.
- Ensured high-quality media preparation and QC standards for results.
- Contributed to inter-analysis study, enhancing process efficiency.
- Calibrated equipment for precise and reliable measurements.
Temp-Biotechnologist
Rand Water, Analytical Services
Vereening
01.2001 - 03.2002
- Microbiological analysis on different water samples (drinking and raw water).
Education
Management Adcancement Programme - Business Administration
Wits Business School
Johannesburg12-2019
B.Tech: Quality - Science: Mathematics and Statistics
Tshwane University of Technology
Pretoria12-2018
B. Tech: Biotechnology - Applied Science
Vaal University of Technology
Vanderbijlpark12-2011
Project Management - Business Administration
WITS BUSINESS SCHOOL
Johannesburg01-2005
National Diploma: Biotechnology - Applied and Computer Sciences
Vaal University of Technology
Vanderbijlpark12-2002
Matric - Grade 12: Sciences
Marobathota High School
Polokwane12-1997
Skills
- Written and verbal reporting
- Customer relationship management
- Budget management
- Data analysis and presentation
- Customer service technology
- Complaint resolution
- Communication and decision-making
- Interpersonal and social skills
- Professional and analytical skills
- Research
- Customer service skills
- Engagement and negotiation skills
- Time management and planning
- Adaptability and flexibility
Certification
- ISO 9001:2015: Understanding and Implementation of Quality Management Systems, SABS Training Center
- ISO 9001:2015: Quality Management System Auditing, SABS Training Center (SAATCA Approved)
LANGUAGES
Sepedi
Proficient
C2
English
Proficient
C2
Afrikaans
Upper Intermediate
B2
Isizulu
Upper Intermediate
B2
Custom Section
Driver's Licence: Code B
References
- Nimrod Vanto, Departmental Manager, 0744810359
- Mapula Mametja, Regional Account Executive, 0123622018
- Luvuyo Magavu, Regional Account Executive, 0116820914
Hobbies and Interests
- Golf
- Hiking
Accomplishments
- Recognised for Section Mover & Shaker of the year (Site) for the year 2023/2024
- Recognised for Boss of the year (Site) for the year 2024/2025
- Recognised for Boss of the year (Corporate) for the year 2024/2025.
Timeline
Customer Services Centre Manager
Rand Water, Head Office
05.2019 - Current
Scientific Services Specialist
Rand Water, Head Office
06.2005 - 04.2019
Microbiologist
Rand Water, Analytical Services
12.2002 - 05.2005
Temp-Biotechnologist
Rand Water, Analytical Services
01.2001 - 03.2002
Management Adcancement Programme - Business Administration
Wits Business School
B.Tech: Quality - Science: Mathematics and Statistics
Tshwane University of Technology
B. Tech: Biotechnology - Applied Science
Vaal University of Technology
Project Management - Business Administration
WITS BUSINESS SCHOOL
National Diploma: Biotechnology - Applied and Computer Sciences
Vaal University of Technology
Matric - Grade 12: Sciences
Marobathota High School