Tebogo Mary Monale
Service Recover Team Leader
Johannesburg
Summary
Im a dedicated customer service professional with extensive experience in the industry. Have built a reputation for executing successfully. Proven track record in fostering a dynamic and positive workplace culture that aligns with organisational mission and values. Excellent interpersonal and communication skills. Driven problem solver, and consensus builder. Able to deliver under pressure ,adapting to new situations and challenges to best enhance the organisational brand. Motivated to maintain customer satisfaction and contribute to organisational objectives. Specialise in quality, speed and process optimisation. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Service Recovery (Complaints) Team Leader
PG Group
Johannesburg
02.2019 - Current
- Administrative duties.
- Project manage complaints, timeous response and effective time management.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Optimised customer experience by delivering superior services and effective resolutions.
- Develop rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Leadership capabilities , characterised by motivating and inspiring others.
- Critical thinker in problem solving, evaluate solutions and make decisions.
- Established clear communication channels that ensured timely exchange of information between team members and stakeholders
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly and efficient service
Customer Sales Consultant
PG Group
08.2017 - 01.2019
- Manage all cash or insurance calls- inbound and outbound
- Loading all leads onto company system, providing customers with cash quotations.
- Educated customers on promotional options, sales policies and methods for obtaining desired results.
- Provided customers with knowledge, friendly support at every stage of shopping and purchasing experience.
- Exceeded sales targets by implementing effective upselling techniques during customer interactions.
- Monitored service after sales and implemented quick and effective problem resolutions.
- Boosted customer satisfaction by addressing inquiries and resolving issues promptly.
Cashier
Classic Fish & Chips
03.2017 - 07.2017
- Stock taking, frontline role.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Collaborated with team members to achieve sales targets and maintain clean, well-stocked store.
- Built relationships with customers ensuring repeat business.
- Encouraged customers to make additional purchases by highlighting current deals and keeping business well-stocked.
- Worked flexible schedule and extra shifts to meet business needs.
- Worked closely with shift manager to resolve business challenges and handle customer concerns.
Taxation clerk
Renaissance Accounting and IT Solutions CC
03.2011 - 12.2012
- Capturing of sales and purchase invoices to calculate Vat input and Vat output to determine net Vat payable for various clients, capturing was done on Excel work sheet.
- Utilised strong multitasking skills to manage priorities and tasks, ensuring timely completion of each assignment.
- Increased efficiency by streamlining filing systems.
Education
Diploma in Banking - Finance
University of Johannesburg
South AfricaParalegal Practice Learnership - Law
Department of Justice And SASSETA
South Africa 01.2014 - 12.2015
High School Diploma -
Rand Tutorial College
South Africa 01.2010 - 12.2010
Skills
Organizational Skills
undefinedPersonal Information
- Identification Number: 9009070357084
- Place of Birth: Johannesburg
- Date of Birth: 07/09/90
- Gender: Female
- Nationality: South African
- Marital Status: Married
References
- Eleck Mashigo, Fitment Centre Manager: PG Group, 082 458 3339
- Faith Nkabinde, Store Manager: Classic Fish & Chips, 062 740 6253
- Mr. L. J. Matlala, Assistance Registrar: Regional civil court, Roodepoort Magistrate Court, 060 529 6109, 011 766 1004, jmatlala@justice.gov.za
Training
- Practical's (work experience) : Pretoria Magistrate Court
- Small claims court
- Data capturing
- Administrative duties
- Consulting with members of the public (Letter attached)
- Roodepoort Magistrate Court
- Regional civil court
- Divorce proceedings
- Issuing of summons
- Filing and drawing of files
- Consultation
Certification
Best Customer Service and Sales Hero (Gold winner)
Timeline
Service Recovery (Complaints) Team Leader
PG Group
02.2019 - Current
Customer Sales Consultant
PG Group
08.2017 - 01.2019
Cashier
Classic Fish & Chips
03.2017 - 07.2017
Paralegal Practice Learnership - Law
Department of Justice And SASSETA
01.2014 - 12.2015
Taxation clerk
Renaissance Accounting and IT Solutions CC
03.2011 - 12.2012
High School Diploma -
Rand Tutorial College
01.2010 - 12.2010
Diploma in Banking - Finance
University of Johannesburg
Best Customer Service and Sales Hero (Gold winner)
Similar Profiles
Daddy Ephraim TladiDaddy Ephraim Tladi
Process Specialist at PG GroupProcess Specialist at PG Group
Sibabalwe JackSibabalwe Jack
Human Resources Intern at PG GroupHuman Resources Intern at PG Group
Olive DuminyOlive Duminy
Payroll Coordinator at PG GroupPayroll Coordinator at PG Group