Mpho Matong
Trainer
Johannesburg ,GP
Summary
Dynamic professional with extensive experience at Concentrix, excelling in training and customer service. Proven track record in coaching and performance development, enhancing customer satisfaction through effective conflict resolution. Skilled in creating impactful training content and fostering strong relationships, driving target-driven performance in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Trainer
Concentrix
07.2024 - Current
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Collaborated with subject matter experts to create accurate training content.
Customer Service Representative
Concentrix
07.2022 - 06.2024
- Managed high-volume customer enquiries professionally and efficiently
- Resolved complaints and improved overall customer satisfaction
- Identified upselling and cross-selling opportunities
- Consistently met quality and performance targets
- Built strong, long-term customer relationships
Call Center Representative
Bayport Financial Services
11.2021 - 06.2022
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Receptionist
Santrav Corporate Travel
03.2018 - 03.2019
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
Camp Facilitator
Maraneman on the Vaal
07.2017 - 12.2017
- Led groups of children safely through variety of camp activities.
- Implemented innovative icebreaker activities that encouraged camaraderie between new acquaintances within the group setting quickly.
- Mentored junior facilitators to ensure they were well-equipped with the necessary knowledge and skills required in their respective roles within the camp setting.
- Collaborated with fellow facilitators to design multidisciplinary programs that combined art, science, sports, and nature exploration activities.
Education
Higher Certificate in Marketing -
University of South Africa (UNISA)
Roodepoort, Gauteng Contact Center NQF Level 2 -
Training Force
Randburg, Gauteng High School Diploma -
Hoerskool Jan De Klerk
Krugersdorp, Gauteng 01.2014
Skills
Training & Facilitation
Coaching & Performance Development
Customer Experience Management
Presentation & Communication
Conflict Resolution
Target-Driven Performance
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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References
- Njabulo Vilakazi-Training Coach-Concentrix 0731878881
- Nina Kwame-Team Leader-Bayport Financial Services 0681814860
- Amanda Quku-Office Manager-Santrav Corporate Travel 0631005735
- Jessica Botes-Maraneman on the Vaal 0825593831
Timeline
Trainer
Concentrix
07.2024 - Current
Customer Service Representative
Concentrix
07.2022 - 06.2024
Call Center Representative
Bayport Financial Services
11.2021 - 06.2022
Receptionist
Santrav Corporate Travel
03.2018 - 03.2019
Camp Facilitator
Maraneman on the Vaal
07.2017 - 12.2017
Higher Certificate in Marketing -
University of South Africa (UNISA)
Contact Center NQF Level 2 -
Training Force
High School Diploma -
Hoerskool Jan De Klerk