Mpho Kgopisi

• Developed and updated spreadsheets and databases to track, analyze, and report on performance and of the landscapers.
• Executed record filing system to improve document organization and management.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Sorted and distributed office mail and recorded incoming tools orders for corporate records.
• Scheduled office meetings and client appointments for staff teams.
• Restocked tools and placed purchase orders to maintain adequate stock levels.
• Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
• Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
• Assisted development and implementation of new administrative procedures.
• Processed customer orders accurately and within agreed timeframes to meet service standards.
• Created and maintained databases to track and record employees.
• Complete tender documentation for the Project Manager.
• Compile sales and tender leads for the Sales manager.
• Book meeting for senior management with potential clients .

• Contributes to the development and maintenance of standards, policies, and procedures regarding customer service.
• Responsible for actively ensuring the retention of the customer base
• Handle incoming calls on feedback, complaints, and queries.
• Handle skype chats on feedback, complaints, and queries.
• Achieve daily, weekly, and monthly targets and company performance standards.
• Represent the organization to clients professionally and efficiently, communicate effectively and maintain good relations with customers
• Achieve customer service excellence
• Achieve company set SLA and meet the company set KPI
• Interact with customers to provide them with information to address inquiries regarding their account.
• Deal with and help resolve any customer complaints.
• Answers customer inquiries/communications via email/skype text and sms chat and via calls.
• Perform all miscellaneous duties as delegated by Manager.
• Build relationships with Customers by greeting them in a courteous, friendly, and professional manner using procedures learned.
• Listen attentively to customer needs and communicate effectively with both customers and team members.
• Supply feedback to the customer and management
• Identify and escalate priority issues.
• Identify and escalate fraudulent trends that affect customers

• Successfully pacified hostile or antagonistic callers and negotiated a mutually agreeable solution by patiently providing alternatives to reconcile the customer's needs with the company's objectives.
• Provided a team with guidance, motivation, and discipline to consistently achieve sales and customer satisfaction.
• Investigate possible fraud on credit card and logging and referring for cards to be stopped.
• Possess effective communications skills, and work well with others at all levels.
• Trained in providing world-class customer service.
• Established rapport with clientele by bringing enthusiasm and energy to the workplace.
• Responded to inbound service calls in a fast-paced, high-volume call centre.
• Highly trained and skilled in processing personal and confidential information.
• Proven ability to handle large volume calls in a professional and courteous manner.
• Worked with customers, management, and other bank departments to resolve problems and answer questions.
• Identified problems and directed clients to proper advisors.

Projects

• A member of the staff representative managed by Fatima Mahomed (CCC Manager) dealing with enabling change in the CCC change due to BR3 and Migration and customer 1st.
• Consecutively maintained being B+ performer in Quality Assurance.
• Improving customer Service and Net Promoter Score by liaising with the Centurion branch and Southgate branch and Protea Gardens mall branch (pilot phase) and started a campaign for branch consultants to call customers when cards are available for collection at the branch.
• SME (Subject Matter Expert) on customer service CCC. Assisted Curriculum Specialist Kurt Geneapril and Facilitator Angie Ngobeni in the drafting and amending of the call centre Study Manual.
• Mentoring new agents. Assisting with product knowledge and integration to the contact centre.
• Facilitating and monitoring compliance training with the new agents.
• Coaching and drafting study material to assist new agents on calls.
• Monitoring absenteeism and late coming.