Open To Work
Ngwalengwapeng Elisa Maloka
Midrand
Work Preference
Summary
Dynamic customer service professional with extensive experience at JET Couriers, excelling in troubleshooting and conflict resolution. Proven track record in enhancing customer satisfaction and retention through effective communication and analytical thinking. Adept at multitasking and fostering client relationships, consistently meeting performance targets in fast-paced environments.
Overview
18
18
years of professional experience
Work History
Courier support Agent Live chat
JET Couriers
06.2025 - Current
- Engage with couriers through online chat and messaging platforms, responding to inquiries, providing information, and offering assistance.
- Assist couriers in navigating our products or services, addressing their questions, concerns, and technical issues.
- Troubleshoot and resolve couriers' problems, escalating complex issues to higher levels of support when necessary.
- Maintain a high level of professionalism and contractors' service etiquette in all interactions.
- Document courier interactions, including the nature of inquiries, solutions provided, and any follow-up actions.
- Meet or exceed performance targets, including response time, couriers' satisfaction scores, and chat volume goals.
- Stay updated on product knowledge and company policies to provide accurate and up-to-date information to couriers.
- Collaborate with team members and other departments to ensure consistent and effective customer support.
- Advance call Technology BPO
Customer service agent
US Accolade health insurance
11.2024 - Current
- Answer incoming calls, transfer calls to relevant department.
- Resolved member healthcare issues, guiding them to understand opportunities for better health management.
- Provided emotional support, alleviating fear and anxiety during healthcare interactions.
- Facilitated member access to the most suitable in-network providers to enhance their healthcare experience.
- Connected members with appropriate departments for comprehensive support and assistance.
- Enabled access to telemedicine consultations for members seeking medical advice.
- Coordinated member access to emergency services (ER 911) in critical situations.
- Enhanced operational efficiency by advancing call technology systems in the BPO sector.
Retentions consultant
Merchants
09.2022 - 08.2024
- Politely answer inbound calls and respond to customers billing and technical issues in a timely manner.
- Generated customer interest in company products and services, contributing to retention efforts.
- Provide personalized customer service by responding to the needs of customers.
- Documented and reported customer feedback to enhance overall customer experience.
- Retain the customers by offering available promotions, upgrade or downgrade service to suit customers needs.
- Increased customer awareness of home security options to enhance safety.
- Helped resolve technical issues related to internet, cable, and voice services.
- Assisted customers with inquiries related to Comcast offerings.
- Managed communications during the retrenchment phase.
Administrative Assistant
Motla Investments
03.2020 - 09.2020
- Respond to customer queries and address service complaints in a timely manner.
- Create and issue quotation, invoice and delivery notes to suppliers.
- Follow up on the quotation issued.
- Follow up on the payments outstanding.
- Ensure customer satisfaction to retain them.
- Contract
Solutions Customer service consultant
Auto and General
06.2018 - 08.2019
- Respond to customer queries and address service complaints in a timely manner.
- Assisted customers with car, home, and contents replacement quotes to ensure accurate and timely service.
- Facilitated the addition of vehicles, buildings, or contents to insurance policies.
- Customer negotiations and reach a fair conclusion from both business and customer’s perspectives.
- Executed the cancellation of customer insurance policies as requested.
- Retain the customer negotiations and reach a fair conclusion from both business and customer perspectives.
- Educated clients on available services, enhancing their understanding and engagement with department offerings.
- Built positive relationships with customers, fostering loyalty and encouraging repeat business.
- Assisted customers with inquiries related to Australia insurance offerings.
Support Customer service consultant
Auto and General
06.2017 - 06.2018
- Identify and handle client inquiries and resolve them.
- Advised on billing.
- Enter information accurately and completely for feedback.
- Retain clients calling to cancel the policy.
- Advised and sold products tailored to client needs, improving customer engagement.
- Ensure customer satisfaction to retain them.
- Escalate to the relevant departments.
- Managed insurance processes for clients in Australia
Customer liaison officer
Bytes People Solutions
04.2016 - 05.2017
- Provide outstanding customer service to internal and external customers.
- Manage a broad range of product and related queries.
- Analyzed and interpreted customer queries/complaints to resolve issues swiftly and provided feedback to management to enhance service delivery.
- Organized customer products/services and stayed updated on changes and developments to ensure accurate information delivery.
- Keeping ahead of developments in customers service and new products.
- Taking care of all written correspondence coming in via email.
- Communicate with other divisions management to resolve problems.
- Executed call retrievals to facilitate effective communication and issue resolution.
- Prepared, maintained, and submitted reports on trends in customer complaints/queries and satisfaction levels to inform management decisions.
- Managed multiple choices for customer inquiries to enhance service delivery.
Call Centre Agent (outbound/inbound)
Bytes People Solutions
07.2010 - 04.2016
- Identified and resolved client enquiries to enhance customer experience.
- Assist with technical support.
- Advised on billing.
- Allocated unallocated payments to maintain accurate account records.
- Create journals.
- Enter information accurately and completely for feedback.
- Ensured customer satisfaction to promote retention and loyalty.
- Oversaw Multichoice outsourcing initiatives.
Call Centre Operator (Pabx And Security Access)
Stanley Security Solutions
06.2008 - 12.2008
- Logged client technical fault calls, ensuring accurate documentation for resolution.
- Assign and communicate with engineers.
- Follow up with engineers and provide feedback to clients by email or telephonically.
- Entered information accurately for client feedback, enhancing communication and follow-up.
- Maintained a comprehensive record of all unprocessed and processed documents to ensure efficient workflow.
- Request the payments stubs and file the documents.
- Sent payment stubs via fax to suppliers to facilitate payment processing.
- Generated statements for debtors to enhance accessibility and understanding of their accounts.
- Educated clients on services to improve understanding and engagement with department offerings.
- Ensure customer satisfaction to retain them.
Education
N4 & N5 Business Management - Management, Communication, Financial Accounting, Entrepreneurship & Business Management, Pastel Computerised Financial System (V.5.6), Sales Management, Computer Practice (Windows 2000: Excel and MS Word MS Access)
Pretoria College for Business Studies
National Senior Certificate - Business Studies
Highveld College
JohannesburgSkills
- Troubleshooting techniques
- Customer retention strategies
- Conflict resolution
- Call center operations
- Product knowledge training
- Customer feedback analysis
- Team collaboration
- Time management
- Active listening
- Interpersonal skills
- MS office
- Multitasking and organization
- Analytical thinking
- Industry knowledge
- Client relationships
- Issue resolution
- Client rapport
- Verbal and written communication
Personal Information
Date of Birth: 06/05/80
Physical Address
5 Diagonal Street, Midrand, Gauteng, 1685
Cell Numbers
- 0721856202
- 0721999531
Languages
English
Beginner
A1
Spanish
Beginner
A1
Timeline
Courier support Agent Live chat
JET Couriers
06.2025 - Current
Customer service agent
US Accolade health insurance
11.2024 - Current
Retentions consultant
Merchants
09.2022 - 08.2024
Administrative Assistant
Motla Investments
03.2020 - 09.2020
Solutions Customer service consultant
Auto and General
06.2018 - 08.2019
Support Customer service consultant
Auto and General
06.2017 - 06.2018
Customer liaison officer
Bytes People Solutions
04.2016 - 05.2017
Call Centre Agent (outbound/inbound)
Bytes People Solutions
07.2010 - 04.2016
Call Centre Operator (Pabx And Security Access)
Stanley Security Solutions
06.2008 - 12.2008
N4 & N5 Business Management - Management, Communication, Financial Accounting, Entrepreneurship & Business Management, Pastel Computerised Financial System (V.5.6), Sales Management, Computer Practice (Windows 2000: Excel and MS Word MS Access)
Pretoria College for Business Studies
National Senior Certificate - Business Studies
Highveld College