Mpori Violet Phokungwane
Johannesburg,GP
Summary
Dynamic leader with proven expertise in team management and customer service honed at Blue Label Distribution and other key roles. Excelled in enhancing caller satisfaction and employee morale through innovative training and motivational skills. Skilled in staff scheduling and problem-solving, achieving significant improvements in productivity and client satisfaction without exceeding a numerical percentage.
Overview
8
8
years of professional experience
Work History
Call Center Floor Captain
Blue Label Distribution
04.2022 - Current
- Boosted employee morale by recognizing top performers and fostering a supportive work environment.
- Improved caller satisfaction by implementing effective coaching and training techniques for call center staff.
- Streamlined call center operations by optimizing schedules and resource allocation.
- Implemented targeted coaching plans for underperforming agents, resulting in improved productivity levels over time.
- Collaborated with management to address staffing needs and maintain appropriate coverage during peak periods.
Call Centre Agent
Finrite Administrators
01.2018 - 03.2022
- 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.
Counselor
The South African Depression and Anxiety Group (SA
01.2017 - 01.2018
- Utilized motivational interviewing techniques to encourage positive change in clients'' lives.
- Improved client satisfaction through consistent communication, empathy, and understanding of their unique challenges.
- Guided clients in developing skills and strategies for dealing with problems.
- Maintained accurate documentation of client interactions, assessments, and progress notes for effective case management.
Cashier
Sausage Salon
10.2016 - 01.2017
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Welcomed customers and helped determine their needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
Education
Diploma - Media Studies
Jepp College
Johannesburg, South Africa 04.2001 -
Skills
Team Management
Timeline
Call Center Floor Captain
Blue Label Distribution
04.2022 - Current
Call Centre Agent
Finrite Administrators
01.2018 - 03.2022
Counselor
The South African Depression and Anxiety Group (SA
01.2017 - 01.2018
Cashier
Sausage Salon
10.2016 - 01.2017
Diploma - Media Studies
Jepp College
04.2001 -
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