Puseletso Qaba
Customer Service Agents
East London,Eastern Cape
Summary
I, Puseletso am a customer help desk agent in a fast paced customer service environment with in the health care administration industry. I am a hands on client-oriented professional who implements creative business solutions and is dedicated to continuous improvement. I am a help desk agent who has had an exceptional experience with a teachable personality and has led me to a high rate of first - time resolutions. I have been exposed to a 2IC role for a more than a year and has shown strong leadership skills. As a B.Com Hons graduate she has an extensive knowledge on how to conduct client surveys. I have demonstrated a high level commitment towards my clients and has the ability to identify and respond to the needs of internal and external clients. I am a skilled agent experienced in identifying the needs of the client and working to find a solution promptly and professionally. Highly organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Versatile Customer service and Assistance (2ic Role) experience offering more than 5-years track record of overseeing and managing day-to-day operations to meet business objectives. Strong knowledge of budget administration, business development and key decision making. Disciplined and forward-thinking manager with excellent communication and team-building skills.
Overview
9
9
years of professional experience
10
10
years of post-secondary education
1
1
Language
Work History
Regional Helpdesk Agent
Momentum Metropolitan
Mahikeng
1 2022 - Current
- I have gathered good communication skills and I am able to present my ideas in a fluent and confident manner
- Friends and acquaintances all testify to the fact that I relate to people easily and that I am able to adapt quickly to new surroundings and situations
- I have learnt to work hard towards, and achieve my aims with great commitment and perseverance
- Continuing awareness programmes with members and potential members
- Extensive involvement in activities that will ensure member growth
- Establishing professional relationship with the key stakeholders
- Ensuring accurate recordings of interactions for analyzing, drafting reports and maintaining client retention.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Managed complex cases involving high-risk clientele or unique circumstances, successfully mitigating potential challenges through diligent research and collaboration with colleagues.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Adopted customer feedback in process and system improvement initiatives.
2IC Manager
Momentum Metropolitan: Gems Mafikeng BU
Mahikeng
2022.09 - Current
- Assist in developing strategies to achieve long term production objectives.
- Evaluate our strategies regularly to maintain an up-to-date understanding of our clients trends and needs affecting the business domain.
- Cultivate positive rapport with fellow employees to boost office morale which promotes employee retention.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisting the current line manager with reports & analysis of these reports in order to achieve objectives on our KPI's
- Established team priorities, maintained schedules and monitored performance.
- Improved team productivity by streamlining daily operations and implementing efficient processes.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Identified trends and assessed opportunities to improve processes and execution.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Conducted regular meetings with team to discuss issues, concerns and updates.
Regional Helpdesk Agent
MMI Holdings
Bloemfontein
2016.01 - 2020.01
- Identifying risks to the company and escalate accordingly
- Engaging in effective communication and delivery according to Service Level Agreements
- Maintaining a consistent service delivery to ensure client retention and satisfaction.
Intern
MMI Holdings
Bloemfontein
2015.01 - 2016.01
- Engaging in effective communication with clients, to ensure client retention and satisfaction
- Obtaining and maintaining broad product and industry knowledge in order to effectively and accurately respond to customer queries
- Dealing promptly with client requests in a competent, efficient and professional manner
- Driving and supporting effective teamwork within the office
- Engaging in appropriate training interventions to promote own professional development
- Ensuring to demonstrate company's values on day-to-day basis.
Education
Bcom Honors in Business Management -
University of South Africa
Pretoria 2015.01 - 2019.04
Matriculation -
Bloemfontein South High
Bloemfontein 2004.01 - 2008.04
The Fundamentals of Digital Marketing Certificate -
Google Digital Garage
Online 2021.02 - 2021.05
Generic Management -
Graduate Institute of Financial Services
Mafikeng 2023.02 - 2024.02
Skills
To ensure that all correspondence sent out is of the highest quality and providing and promoting programs and/or services to existing and potential clients which are offered by the medical aid.
undefinedPersonal Information
- ID Number: 9203111434081
- Ethnicity: African
- Date of Birth: 03/11/92
- Gender: Female
- Nationality: RSA By Birth
Driver License
Code B
References
- Siphokazi Cele, Former Line Manager /Regional Coordinator Nelspruit, scele@mhg.co.za, 0836584530
- Elias Morake, Former Line Manager/Regional Coordinator, Gems Client Liaison Officer Mokhethi@gems.gov.za, 0813579441
- Pontso Lintsoane, Current Line Manager Gems Mafikeng BU, plitsoane@mhg.co.za, 081 357 9441
Timeline
Generic Management -
Graduate Institute of Financial Services
2023.02 - 2024.02
2IC Manager
Momentum Metropolitan: Gems Mafikeng BU
2022.09 - Current
The Fundamentals of Digital Marketing Certificate -
Google Digital Garage
2021.02 - 2021.05
Regional Helpdesk Agent
MMI Holdings
2016.01 - 2020.01
Intern
MMI Holdings
2015.01 - 2016.01
Bcom Honors in Business Management -
University of South Africa
2015.01 - 2019.04
Matriculation -
Bloemfontein South High
2004.01 - 2008.04
Regional Helpdesk Agent
Momentum Metropolitan
1 2022 - Current
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