Refilwe Lamola
Centurion
Summary
Adept at crisis management and exceptional communication, I leveraged these skills at Radio Pulpit to elevate listener engagement and station visibility. My background includes mastering information security at OUTsurance, enhancing customer satisfaction, and spearheading sponsor relationships. This blend of hard and soft skills has consistently driven positive outcomes in fast-paced environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Radio Presenter and Content Producer
Radio Pulpit
02.2019 - Current
- Facilitated live coverage of special events, promotions, and sports matches.
- Announced ads, song switches, and breaking news segments for radio broadcasts.
- Found, researched, fact-checked and wrote scripts for relevant topics in local news.
- Engaged listeners through social media platforms to increase station visibility.
Senior Customer Service Advisor
OUTsurance
07.2021 - 08.2024
- Escalated issues to proper supervisors when standard processes were not effective.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Public Relations Assistant
Ankara Textiles (Eword Technology)
01.2017 - 04.2020
- Developed familiarity with company services and promotions to accurately respond to customer inquiries.
- Worked closely with business partners to develop consistent messaging across platforms and departments.
- Worked closely with other internal departments to resolve customer service issues.
- Assisted during high telephone volumes and customer escalations.
- Assisted with planning, development and implementation of company projects and programs.
Administrative Secretary
Mafoko Security Patrols
09.2014 - 12.2016
- Sorted, opened, and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
- Responded to inquiries from callers seeking information.
- Kept reception area clean and neat to give visitors positive first impression.
- Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
- Provided clerical support to company employees by copying, faxing, and filing documents.
Education
Associate of Arts - Business Administration
Richfiled Graduate Institute
Pretoria, South Africa05-2026
Associate of Arts - Digital Marketing
Shaw Academy
Dublin05-2020
Foundation of Project Management - Project Management
Coventry University
United Kingdom03-2020
High School Diploma -
Mohlakamotala High School
Modimolle, South Africa12-2010
Skills
- Exceptional communication
- Commercial production
- Sponsor relationship development
- In-Depth Research
- Information Security
- Product Knowledge
- Complaint resolution
- Inbound and Outbound Calling
- Microsoft Office Suite
- Crisis Management
- Internal Communications
- Administrative Support
Affiliations
- YALI - Young African Leaders Institute
- AWEC - African Women Entreprenurial Cooperative
Certification
- Business, Entrepreneurial and Development Training - 8 weeks - UNISA- SBL (YALI)
- Applying Design Thinking Customer Needs - AWEC 8 weeks
- Communication Skills for Modern Management - LinkedIn = 1 week
References
Available on Request
Languages
English
Bilingual or Proficient (C2)
Sepedi
Bilingual or Proficient (C2)
Zulu
Upper intermediate (B2)
Setswana
Upper intermediate (B2)
Timeline
Senior Customer Service Advisor
OUTsurance
07.2021 - 08.2024
Radio Presenter and Content Producer
Radio Pulpit
02.2019 - Current
Public Relations Assistant
Ankara Textiles (Eword Technology)
01.2017 - 04.2020
Administrative Secretary
Mafoko Security Patrols
09.2014 - 12.2016
Associate of Arts - Business Administration
Richfiled Graduate Institute
Associate of Arts - Digital Marketing
Shaw Academy
Foundation of Project Management - Project Management
Coventry University
High School Diploma -
Mohlakamotala High School
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