Mpho Ignatius Molefe
DRIVER CODE 10 AN 14
Johannesburg,GP
Summary
Dynamic Call Agent with FNB BankCity, recognized for exceptional customer service and problem-solving skills. Expertly managed high call volumes while enhancing customer satisfaction through empathetic communication. Proven ability to de-escalate challenging situations and achieve targeted resolution times, ensuring a positive experience for clients.
Professional communicator with proven experience in customer service and support. Skilled in handling high call volumes, resolving inquiries efficiently, and adapting to dynamic environments. Strong focus on team collaboration, reliability, and achieving measurable results. Proficient in using CRM software, active listening, and maintaining positive attitude under pressure.
Organized Call Center Agent offering [Number]-year career in sales and customer service. Committed to quickly and thoroughly answering customer questions. Experienced in training new employees on processes and procedures.
Knowledgeable [Desired Position] with solid background in customer communication and problem resolution. Adept at handling high-volume calls and resolving customer issues efficiently. Demonstrated proficiency in active listening and effective communication.
Overview
12
12
years of professional experience
Work History
Call Agent
FNB BankCity
08.2007 - 01.2020
- Built strong customer relationships with empathetic communication and active listening skills.
- Managed time effectively between inbound calls and follow-up tasks, ensuring all responsibilities were addressed daily.
- Maintained high call quality standards by adhering to company guidelines and protocols.
- Delivered prompt assistance to customers via email and chat support channels when needed, expanding avenues for resolution.
- Handled escalated calls with professionalism, effectively de-escalating situations and finding resolutions.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Retained customers by providing exceptional service, preventing potential cancellations or account closures.
- Achieved targeted call resolution times by swiftly identifying issues and providing solutions.
- Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
Education
MATRIC
MAPHIRADIRA HIGH SCHOOL
Rustenburg, South Africa12-1999
Skills
Customer communications
READING
NOVEL AND NEWS UPDATES. ALWAYS WANTS TO BE UPDATED WITH LASTED NEWS.
Timeline
Call Agent
FNB BankCity
08.2007 - 01.2020
MATRIC
MAPHIRADIRA HIGH SCHOOL
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