Thabang Mogane
Johannesburg
Summary
To work in an environment which encourages me to succeed and grow professionally where I can utilize my skills and knowledge appropriately.
Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences. Customer service professional with proven ability to handle inquiries, resolve issues, and ensure positive client experiences. Skilled in communication, problem-solving, and adaptability. Strong team collaborator focused on achieving targets and maintaining high standards. Reliable and flexible, ready to meet changing needs and deliver results.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Associate
Quantanite South Africa
Johannesburg
10.2024 - Current
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
Underwriter Administrator
American International Group
Johannesburg
09.2020 - 09.2024
- Quoting new business for brokers and prospective commercial clients
- Assisting underwriters with policy renewals and amendments
- Analysing statistical data using specialized computer programmes
- Collecting of background information and assessment risks
- Recommended approvals and denials by accurately assessing risk levels.
- Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Developed strong relationships with brokers, leading to a higher volume of quality submissions and successful underwritings.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
- Built strong relationships with lenders, brokers and clients for constructive communications.
Inbound Call Centre Agent
Damelin Correspondence College
Johannesburg
02.2018 - 09.2020
- Answering incoming calls from students and assisting with general queries
- Providing students with exam and assignment results
- Transferring students to relevant departments
- Responding to email enquiries from students
- Demonstrated strong problem-solving skills by resolving customer issues during first call.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
Customer Service Representative
Standard Bank
Johannesburg
01.2012 - 01.2017
- Answering incoming calls from vehicle finance clients
- Resolving customer queries telephonically
- Assisting clients with balances and settlement amounts
- Dispatching car registration documents to clients
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Call Centre Agent
Liberty Life
Johannesburg
07.2010 - 08.2011
- Answering incoming calls from policy holders
- Making outbound calls to policy holders to update their information for tax purposes
- Dispatching tax certificates
- Communicating and assisting policy holders with queries via email and fax
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Contact Centre Agent
Cell C
Johannesburg
05.2009 - 05.2010
- Handling incoming calls and resolving customer queries
- Ensure customer satisfaction and provide professional customer support
- Keep records of customer interactions, transactions, comments and complaints
- Providing accurate, valid and complete information by using the right methods
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Delivered prompt service to prioritize customer needs.
Education
Diploma Public Management -
South West Gauteng College
Johannesburg, South Africa 01.2023 - 01.2025
National Senior Certificate [Matric} -
George Khosa Secondary School
Johannesburg, South Africa 01.2006 - 01.2006
Skills
- Customer service
- Excellent communication
- Telephone etiquette
- Team work
- Computer skills
- Query handling
- Active listener
- Solution oriented
- Customer support
Achievementsandawards
- Top performer for Quality Assurance, Standard Bank, 2013
- Regulatory examination [RE5], Moonstone, 2019
Timeline
Customer Service Associate
Quantanite South Africa
10.2024 - Current
Diploma Public Management -
South West Gauteng College
01.2023 - 01.2025
Underwriter Administrator
American International Group
09.2020 - 09.2024
Inbound Call Centre Agent
Damelin Correspondence College
02.2018 - 09.2020
Customer Service Representative
Standard Bank
01.2012 - 01.2017
Call Centre Agent
Liberty Life
07.2010 - 08.2011
Contact Centre Agent
Cell C
05.2009 - 05.2010
National Senior Certificate [Matric} -
George Khosa Secondary School
01.2006 - 01.2006
Similar Profiles
DUDUZILE NDWANDWEDUDUZILE NDWANDWE
Deputy Director at Cochrane South Africa, South African Medical Research CouncilDeputy Director at Cochrane South Africa, South African Medical Research Council
Francis KaleveraFrancis Kalevera
Acquire to Retire Analyst at Safaricom PLC, MPESA Africa, MPESA South AfricaAcquire to Retire Analyst at Safaricom PLC, MPESA Africa, MPESA South Africa
GOSIAME RUTH MOLOISANEGOSIAME RUTH MOLOISANE
SHEQ Assistant at MINCON SOUTH AFRICA - DRICONEQ AFRICASHEQ Assistant at MINCON SOUTH AFRICA - DRICONEQ AFRICA