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
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
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