Molebogeng Masemola
Team Leader
Roodepoort,GP
Summary
Results-driven team leader and customer service professional with expertise in debt management and employee contributions within the Government Employees Medical Scheme (GEMS). Proven leadership skills in managing teams, resolving complex debt issues, and ensuring accurate contributions. Adept at driving operational efficiency, mentoring staff, and fostering strong client relationships. Committed to balancing organizational objectives with excellent customer service delivery.
Overview
6
6
years of professional experience
4
4
Languages
Work History
Team Leader
GEMS Contributions and Debt Management
05.2025 - Current
- Complete and submit operational reports (MTD, weekly and monthly reports).
- Do RCA for workforce management
- Conduct regular one-on-one meetings, team meetings, and performance reviews to ensure continuous improvement and professional growth
- Foster a positive, customer-centric team culture that promotes collaboration, accountability, and excellence in service delivery
- Conduct quality monitoring through call listening.
- Monitor and analyze key performance indicators (KPIs) including response times, resolution rates, customer satisfaction scores, and service level agreements
- Presented comprehensive business cases to support strategic initiatives and operational improvements
Call Centre Agent
Afrocentric Group, Roodepoort
01.2021 - Current
- Handled inquiries related to financial implications for government employees.
- Assisted clients in arranging payment plans for outstanding arrears.
- Achieved first call resolution to enhance customer satisfaction.
- Supported management by reviewing weekly and monthly SLA reports.
- Responded promptly to customer concerns and escalated issues when necessary.
- Maintained accurate records of customer interactions and transactions.
Debt Collector
Groenewald Lubbe Incorporated, Randburg
03.2020 - 12.2020
- Contacted debtors to follow up on overdue payments and outstanding balances.
- Verified accuracy of account and contact details before collection attempts.
- Negotiated payment arrangements with customers to facilitate debt recovery.
- Ensured invoices were correctly issued and payments properly allocated.
- Handled customer inquiries professionally to maintain positive relations.
- Implemented and followed company collection strategies and procedures.
Education
No Degree - Human Resource Management
Udemy
04.2001 -
National Senior Certificate -
Forte High School
01-2015
Skills
Microsoft Office Suite
Multi-tasking
Adaptability and Flexibility
Strong Learning Agility
Creativity and Willingness to Assist Others
Organizational Skills
Detail- Oriented
Workload Prioritization And Deadline Management
DECLARATION
I hereby declare that the above information is true and correct to the best of my knowledge and belief. Molebogeng Masemola
Timeline
Team Leader
GEMS Contributions and Debt Management
05.2025 - Current
Call Centre Agent
Afrocentric Group, Roodepoort
01.2021 - Current
Debt Collector
Groenewald Lubbe Incorporated, Randburg
03.2020 - 12.2020
No Degree - Human Resource Management
Udemy
04.2001 -
National Senior Certificate -
Forte High School