Ntshidiseng Palesa Monkoe
Soweto
Summary
I have a diverse background in customer service, team coaching, cashier duties, and recruitment. I’ve handled customer inquiries, managed teams, and supported recruitment processes. My roles have helped me develop strong problem-solving, communication, and leadership skills, along with a focus on delivering excellent service and achieving team goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Team Coach (M-KOPA Campaign)
Ison Xperiences
02.2024 - Current
- - Conduct daily coaching and monthly one-on-one sessions with agents. - Handle Team Leader escalations, including customer refund processing and troubleshooting. - Compile and analyze weekly/monthly business reports and performance metrics. - Manage payroll input, roster planning, and optimal team scheduling. - Lead weekly team meetings and manage Freshdesk ticketing system.
Team Coach (SASSA Campaign)
Ison Xperiences
05.2022 - Current
- - Oversaw operations reporting, attendance, and productivity tracking. - Addressed client-related queries and updated complaint trackers. - Conducted QA and agent coaching, and facilitated team huddles. - Managed weekly team stats analysis and monthly KPI discussions. - Handled IR-related issues and compliance checks.
Contact Centre Agent (SASSA Campaign)
Ison Xperiences
10.2021 - 05.2022
- - Provided customer service support for the SASSA campaign.
Education Assistant
Diepdale Secondary School
01.2021 - 06.2021
- - Assisted with copying and marking exams.
Call Centre Agent (Inbound and Outbound)
Merchants Vodacom
04.2019 - 09.2019
- - Managed inbound and outbound calls, resolved issues, and provided feedback.
Junior Recruitment Consultant
Lulaway Holdings
01.2017 - 10.2018
- - Data capturing, CV screening, and scheduling interviews.
Call Centre Agent (Inbound and Outbound)
Lulaway Holdings
12.2016 - 01.2017
- - Handled inbound and outbound calls for various campaigns.
Sports and Arts n Culture Assistant (Internship)
Ditau Primary School
01.2016 - 11.2016
Sales Assistant
Woolworths Verdi Centre
07.2011 - 08.2013
Education
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Lofentse Girls High School
Skills
Team Coaching and Development
Customer Service and Support
Operations Reporting and Analysis
Payroll and Roster Management
Proficient in Freshdesk, Freshchat, XDS, ONFIDO
Excellent Communication and Leadership
Languageproficiency
English and IsiZulu
Healthstatus
Excellent
Forename
Ntshidiseng Palesa
Criminalrecord
None
Personal Information
- Date of Birth: 07/01/93
- Gender: Female
- Nationality: South African
- Marital Status: Single
References
- Gladwin Molubi, Manager, Woolworths Northcliff, 084 305 4064 / 011 478 9500
- Masabatha Anna Tefo, Finance Manager, Woolworths Greenstone, 076 330 0193 / 011 553 5940
- Tshegofatso, Facilitator, Workforce Holdings, 079 474 7614
- Smangele Ndlovu, Team Leader, Merchants Vodacom, 072 113 5224
- Johannes Munakisi, Principal, Diepdale Secondary School, 063 833 822
- Nhlanhla Shezi, Manager, iSon Xperiences, 081 588 9232
- Tholithemba Ntuli Lekwene, Senior Manager, iSon Xperiences, 083 273-5662
Certification
Contact Centre Learnership NQF 2
Timeline
Team Coach (M-KOPA Campaign)
Ison Xperiences
02.2024 - Current
Team Coach (SASSA Campaign)
Ison Xperiences
05.2022 - Current
Contact Centre Agent (SASSA Campaign)
Ison Xperiences
10.2021 - 05.2022
Education Assistant
Diepdale Secondary School
01.2021 - 06.2021
Call Centre Agent (Inbound and Outbound)
Merchants Vodacom
04.2019 - 09.2019
Junior Recruitment Consultant
Lulaway Holdings
01.2017 - 10.2018
Call Centre Agent (Inbound and Outbound)
Lulaway Holdings
12.2016 - 01.2017
Contact Centre Learnership NQF 2
09-2016
Sports and Arts n Culture Assistant (Internship)
Ditau Primary School
01.2016 - 11.2016
Sales Assistant
Woolworths Verdi Centre
07.2011 - 08.2013
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Lofentse Girls High School