Mpho Mohohlo
Johanessburg
Summary
Bilingual and well-trained individual with exceptional background spent in Telecommunication and Retail. Engaging professional disciplined to handle demanding environments.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
4
4
Languages
Work History
Back Office Specialized Operations Consultant
ELS (SUBCONTRACTING FOR VODACOM)
06.2021 - 04.2024
- Assisting and coordinating with sales team
- Process service requests within OLA and SLA agreed turnaround time
- Using systems like Siebel, Morpheus & Eppix
- Contract cancellations and balance of contract
- Upgrade reversals
- Monthly usage billing
- Fixing term dates on contracts
- Requesting notes and refunds for Value Added Services
- Premature and late activations credit
- Discounts and rebates
- Assigning cases to relevant departments
- Resolving SR within committed timeline
- Quality assurance ie call listening.
- Collaborated with senior leadership on the development of long-term strategic goals for improved operational performance
Customer experience agent
EDCON
09.2014 - 01.2018
- Registering and updating customers online accounts
- Gift card queries (activations requests, balance history on a gift card)
- Fashion hotline (checking for stock in stores and sourcing items for customers)
- Escalating complaints to relevant departments
- Admin telephonically and via email-providing clients with feedback and following up regards to queries
- Online orders (tracking orders, follow up on orders and cancellation requests)
- Club cards (activations, enrolling and replacements)
- ICC (internet call center) where I would approve customers online profile and update their details.
Sales promoting agent
KOENUSEMENT CC
03.2010 - 01.2014
- Promoting different types of products to customers
- Give descriptions of products
- Encourage customers to buy products
- Give feedback as how many products were sampled, sold, given away to customers.
- Coordinated appointments to show tenants and buyers prospective homes
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services
Customer care agent
CELL C
03.2011 - 12.2012
- Performing security check on all queries about deactivation and activation of customer's account if no payment or payment is done
- Customer care for prepaid and contract customers (assisting with enquiries about products, services, promotion etc.)
- Perform sim swaps got prepaid customers, case would be escalated for contract users for security reasons
- Assisting customers with their pin and puk numbers
- Troubleshooting to find cause of network failure
- Logging cases or complaints to relevant departments.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback
Education
High School Diploma -
PHAFOGANG HIGH SCHOOL
Johannesburg 01.2004 - 12.2009
Skills
Analytical Skills
Adaptability and Flexibility
Problem-solving abilities
Reliability
Microsoft Access
Effective Communication
Microsoft PowerPoint
Customer Focused
Team Player
Able To Work Independently
Personal Information
Date of Birth: 10/14/91
References
- NKULI MOKOENA, 0826876996, KOENUSEMENT CC, DIRECTOR
- NOKHUTHULA MHLONGO, 0847772509, CELL C- QUALITY ASSURANCE
- FATHIMA EBRAIM, 0847772509, EDCON- TEAM MANAGER
- ARMAND WILLEMSE, 0837862014, ELS -TEAM LEADER
Timeline
Back Office Specialized Operations Consultant
ELS (SUBCONTRACTING FOR VODACOM)
06.2021 - 04.2024
Customer experience agent
EDCON
09.2014 - 01.2018
Customer care agent
CELL C
03.2011 - 12.2012
Sales promoting agent
KOENUSEMENT CC
03.2010 - 01.2014
High School Diploma -
PHAFOGANG HIGH SCHOOL
01.2004 - 12.2009