Refiloe Khobotle

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
• Adapted communication style to meet diverse customer needs, creating positive experiences for all callers.
• Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.

• To facilitate quality delivery across the various teams.
• To monitor quality adherence and compliance to quality standards.
• To ensure implementation of identified quality methodologies and improvement initiatives.
• To deploy the quality management tools.
• To provide support and communicate quality initiatives. To provide ongoing intelligence on customers and competitors using internal and external data Monitor surveys .
• To assist in aligning processes in the business and to ensure that this is in line with expectations.
• Identify possible risks in the area and come up with suitable action plans to ensure there are no loop holes in the process.
• Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.

Inbound Role:

• Customer Services: 3
• Resolve enquiries/First Call Resolution o Address and/or log complaints for outbound to resolve
• Extensive product knowledge in order to service client

Outbound Role:

• Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.
• Compiling and sending of documents i.e. Statements, Behavior/Account information
• Resolve complaints and liaise with clients via email.
• Capture overrides. Journals for refunds
• Investigations and manual calculations of rewards earned or accrued

Team Leader role:

• Send schedules or timetables to colleagues
• Manage the line to ensure that SLA is always obtained
• Manage Department Stats: AHT, ACHT, IEX/Adherence, QA
• Played an instrumental role in driving organizational growth by securing high-value accounts through strategic networking efforts.
• Performance development coaching
• Attach Calls, coaching of colleagues in order to ensure that QA is obtained Systems: IEX, Rewards/UI, IEX Supervisor, CRM, JIRA, IMSP and Sales Force

• Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
• Provided exceptional service by actively listening to customer concerns and offering tailored solutions.
• Adhered to company policies and guidelines while providing timely responses to customer requests or complaints.
• Utilized SAP and CRM systems effectively to track customer information and ensure smooth communication among departments as needed.
• Exceeded company expectations regarding call volume, consistently meeting or surpassing the required number of daily interactions.
• Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.