Summary
Overview
Work History
Education
Skills
Personal Information
References
Timeline
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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

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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

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Mpho Mohohlo