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
09.2022 - 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
01.2016 - 01.2020
- 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
01.2015 - 01.2016
- 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 01.2015 - 04.2019
Matriculation -
Bloemfontein South High
Bloemfontein 01.2004 - 04.2008
The Fundamentals of Digital Marketing Certificate -
Google Digital Garage
Online 02.2021 - 05.2021
Generic Management -
Graduate Institute of Financial Services
Mafikeng 02.2023 - 02.2024
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
Ensuring Service Level Agreements are met and exceeded at all times
Providing first time resolution on queries of a complex nature
Dealing promptly with client requests in a competent, efficient and professional manner
Driving and supporting effective teamwork within the department
Engaging in appropriate training interventions to promote own professional development
Ensuring to demonstrate the company's values on a daily basis
Recording of all queries and interactions with customers onto the workflow system
To ensure the required turnaround time is met
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
Personal 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
02.2023 - 02.2024
2IC Manager
Momentum Metropolitan: Gems Mafikeng BU
09.2022 - Current
The Fundamentals of Digital Marketing Certificate -
Google Digital Garage
02.2021 - 05.2021
Regional Helpdesk Agent
MMI Holdings
01.2016 - 01.2020
Intern
MMI Holdings
01.2015 - 01.2016
Bcom Honors in Business Management -
University of South Africa
01.2015 - 04.2019
Matriculation -
Bloemfontein South High
01.2004 - 04.2008
Regional Helpdesk Agent
Momentum Metropolitan
1 2022 - Current