Pfano Charity Ratshihume

• Prepare monthly statements for unit holders
• Assist with Bookkeeping
• Perfom any administrative work as requested
• Reason for leaving: Contract ended
• Skills
• Financial Management
• Communications and Negotiating

• Answer incoming calls and responding to customers emails
• Document all call information according to standard procedures
• Educate customers about the products
• Assist with troubleshooting
• Perform SIM swap for customers
• Troubleshooting

Reason for leaving: Company restructuring

• Handle incoming customer calls, tickets and chats promptly and professionally, adhering to
  company standards and procedures.
  • Ask players informed questions to ascertain their exact query and respond in a personalised
  manner, avoiding over reliance on canned responses.
  • Investigating potential problems players are having and clearly and concisely escalating
  these via the relevant emergency escalation channels.
  • Escalating complex player queries to the appropriate internal departments or Supervisors.
  • Provide product information: Educate customers about LottoStar’s website, games
  promotions, terms and conditions, and policies. Offer guidance on how to navigate the
  website, place bets and manage accounts.
  • Process customer requests: Assist customers with account-related activities, such as
  deposits, withdrawals, promotions, FICA, and account verifications. Follow the established
  procedures and guidelines to ensure accurate and efficient processing of player requests.
  • Handle payment-related inquiries (deposits and withdrawals): Address customer questions
  or concerns regarding payment methods, transaction status, and any payment-related
  issues. Collaborate with relevant teams to investigate and escalate payment discrepancies, if
  any. Provide guidance to the player as to the most efficient method for them to deposit or
  withdraw based on their preferences. Promote new deposit methods in line with LottoStar’s strategy.
• Call players if struggling to communicate effectively via other channels e.g. tickets or chats.
  • Recommend improvements for Call Centre by identifying trends in player queries and ways
  to improve the player experience, inform the Team Leader of these recommendations.
  • Actively participating at training, and identifying any potential issues players may experience
  with new processes/ products etc. Recommending canned responses or improvements to
  communications to players based on common questions asked by players.
  • Achieve Call Centre targets communicated by Call Centre Leadership, including chat, ticket
  and call quality, customer satisfaction, and productivity targets.
  • It is expected that all incoming calls are answered promptly within three rings at all times.
  • Maintain up-to-date knowledge of Lottostar’ s offerings, including new products, features
  and legislation.
  • Able to navigate through different systems such as the LottoStar website, Starcore and
  LiveChat.
  • Input and update customer information accurately into LottoStar’s website.
  • Process FICA in line with Company policies and procedures.
  • Process withdrawals in line with Company policies and procedures.
  • Respond to responsible gambling queries in line with Company policies and procedures.
  • Follow company guidelines for data protection (POPIA) and maintain customer
  confidentiality.
  • Collaborate effectively with other team members and departments to resolve complex
  customer issues.
  • Experts at internal systems.
  • Required to pass weekly reviews and monthly tests as per Company pass marks.

• Handled data entry tasks to help client spend more time on executive commitments.
• Maintained filing and recordkeeping systems with efficiency and accuracy.
• Created PowerPoint presentations to effectively communicate ideas.
• Screened emails and decluttered inbox by creating folders, labels and filters.
• Assisted in market research to understand business trends and boost business strategy.
• Confirmed appointments and scheduled meetings to keep client on track, preventing double bookings and missed deadlines and appointments.
• Updated contact list and made changes to existing contacts to improve instant communication.
• Facilitated virtual meetings to help participants focus on content and offer technical support.
• Processed invoices, bill payments and receipts to track finances, resulting in accurate financial records.
• Booked flights, hotel accommodations and ground transportation for smooth travel.
• Ran personal errands through online transactions, allowing clients to focus on more pressing duties.
• Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
• Used voice recorder or notepad to compose and transcribe meeting minutes.
• Conducted research, compiled and typed statistical reports, synthesized information and provided excellent communication to disseminate information throughout organization.
• N.B Perfom any adminidtrative work as requested.

• Keep customers files updated with current invoices, bills and contact information
• Checked invoices and Quotations for discrepancies in price, quantity and items
• Ensure All Quotations are accurately loaded on Salesforce within time frames
• Compile Weekly and monthly sales reports
• Complete Purchases orders and Job costs confirmations
• Escalation point key Client's Account
• Communicating with Sales reps and clients effectively
• Generate Sales orders and agreements
• Match Quotations with received PO numbers
• Send scanned documents to the Client's
• Minute taking during meetings
• Reason for leaving: Retrenchment
• Evaluated performance of sales staff based on clearly defined metrics to meet departmental milestones and comply with company policies.
• Orchestrated timely and accurate resolution of complex customer issues to enhance customer relationships.
• Collaborated with sales team to understand customer requirements, boost product sales and provide sales support.
• Provided training and product support for other members of sales team.
• Documented account activities and generated sales reports.
• Prepared sales engineering reports by collecting, analyzing and summarizing sales information and application trends.
• Maintained accurate sales forecasting reports.
• Assisted account executives with prospect evaluation and qualification.
• N.B Perfomed any administrative work as requested

• Escalation point from key customer account
• Maintaining and updating client database
• Ensuring the service call is within the SLA (Service level agreement)
• Delivered customer support to high call load each shift.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Kept customer and system account information accurate and current to support timely resolutions for concerns.
• Recommended potential products or services after analyzing customer needs.
• Followed up on emailed or web-submitted customer inquiries within standard response times.
• De-escalated customer issues with proven conflict mediation and problem-solving abilities.
• Maintained high satisfaction score by consistently resolving first-call issues.
• Built sustainable relationships and trust with customer accounts through open and interactive communication.
• Provided feedback on customer service efficiency to deliver better support options.
• Educated customers where applicable to alleviate need for future contact.
• Prepared customer reports by gathering data collected during customer interactions.
• Promptly responded to customer inquiries and resolved complaints to promote loyalty.
• Promoted product offerings to drive growth and exceed benchmarks.
• Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
• Documented customer correspondence in CRM to track requests, problems and solutions.
• Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
• Audited customer account information to identify issues and develop solutions.