Patricia Lerato Seshabela

• Optimized resource allocation to maximize overall team output while minimizing costs.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Coordinated resources effectively to meet project deadlines and achieve desired results.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Managing day-to-day activities of the team · Query and complaints management
• Delegation of tasks
• Providing timeous and accurate management information
• Organizing and overseeing weekly team meetings
• Daily, Weekly and Monthly reporting

• Data capturer
  o Maintaining data integrity
  o Capture productively and maintain turnaround time
  o Reconciliation of borrowers education training
  o Assisting client with queries
  o Corresponding with client telephonically
• Credit Life

o Ensuring customer has a credit life policy

o Liaising with insurance companies for ceding of policies

o Capturing credit life deal on Hogan

o Liaising with Attorneys

• Home Ownership Programme

o Customer contact to complete the training

o Indexing completed training

o Advising attorneys of completed/not completed training

• Inbound and outbound calls UK clients.
• Provide accurate information to UK clients
• Capturing of client information manually
• Maintaining data integrity
• Working Night shift
• Collaborated with team members to share best practices and improve overall team performance in meeting targets.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
• Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
• Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

• Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
• Managed multiple tasks and met time-sensitive deadlines.
• Handled cash transactions and maintained sales and payments records accurately.
• Played an instrumental role in maintaining a clean work environment by coordinating office maintenance and cleaning schedules.
• Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
• Assisted in the onboarding of new employees by preparing orientation materials and providing guidance on company policies.
• Handled sensitive information with discretion while maintaining strict confidentiality standards.
• Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
• Managed Bookings ensure efficient use of space for sessions and other events.
• Resolved customer problems and complaints.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Kept reception area clean and neat to give visitors positive first impression.
• Answered phone promptly and directed incoming calls to correct offices.