THABO MORAKA SETLHONG
Centurion
Summary
Customer Service Representative bringing topnotch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Subject Matter Expert
Auto & General Insurance Company (Australia)
12.2024 - Current
- Improved team performance by providing expert guidance and support on industry best practices.
- Facilitated knowledge-sharing sessions to promote continuous learning within the organization.
- Increased employee engagement with comprehensive workshops on subject matter expertise.
- Conducted thorough assessments to identify knowledge gaps within the team.
- Streamlined processes by implementing standardized procedures based on industry benchmarks.
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
- Boosted team morale and productivity through effective leadership and clear communication.
- Developed comprehensive knowledge base for easy access by all team members, significantly reducing onboarding time.
- Enhanced team productivity by leading specialized training sessions on innovative industry practices.
- Achieved high levels of client satisfaction by providing expert consultations and personalized solutions.
Retention Representative - Continued
Outsurance Shared Services
05.2018 - Current
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
- Trained new personnel regarding company operations, policies and services
- Reached out to customers after completed sales to suggest additional service or product purchases
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
- Met customer call guidelines for service levels, handle time and productivity
- Promoted available products and services to customers during service, account management and order calls
- Investigated and resolved customer inquiries and complaints quickly
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
- Within this role I had an opportunity to be become a performance coach and acting team leader where the core responsibility was assisting new employees in efficiently utilising the tools provided in training to execute their daily duties and ensuring that KPI's are met and providing continuous support to ensure that performance is on par and the employee consistently performs within a team unit
- I was also fortunate to have been unskilled to work in different skill sets ranging from sales, customer service and retention offering awesome service on products offered on van, bike and car policies
- Was nominated to be 2IC within my previous team where I was in charge of identifying areas of concern in terms of performance and find innovative ways of offering support to the teammates who were performing below their potential and consistently devising strategies to ensure performance is constantly improving through the guidance of my Team manager
Retention Specialist
Auto & General Insurance Company (Australia)
10.2024 - 12.2024
- Developed relationships with clients to improve retention rates and reduce churn.
- Implemented customer loyalty initiatives to reward long-term clients, increasing retention rates.
- Monitored metrics related to customer engagement to assess effectiveness of retention initiatives.
- Resolved customer issues promptly, leading to improved retention and satisfaction levels.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
- Evaluated current customer retention strategies and recommended improvements.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
Customer Service Representative
Auto & General Insurance Company (Australia)
05.2024 - 10.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- 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.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Participated in training programs to enhance product knowledge and customer service skills.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Retention Representative
Outsurance Shared Services
05.2018 - 12.2023
- Developed product demonstrations and presentations for customers
- Adhered to appropriate legal scripting when required
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Developed new strategies for customer retention activities
- Delivered excellent customer service, resulting in consistent 97% customer satisfaction rating
- Implemented and developed customer service training processes
- Reached out to customers after completed sales to suggest additional service or product purchases
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
- Met customer call guidelines for service levels, handle time and productivity
- Promoted available products and services to customers during service, account management and order calls
- Investigated and resolved customer inquiries and complaints quickly
Rigger
DRA Projects SA
03.2015 - 04.2017
- Secured safety equipment and always used gear according to requirements
- Consistently assumed additional responsibilities and worked extended hours to meet project deadlines
- Determined correct rigging requirements for equipment based on job specifications and environmental conditions
- Communicated with equipment operators to accomplish smooth and efficient transports
- Worked at heights and in confined spaces without difficulty
- Rigged for heavy lifts according to blueprint requirements
- Collaborated with team members to achieve target results
- Led projects and analyzed data to identify opportunities for improvement
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Developed team communications and information for meetings
- Organized heavy and structural lifts in excess of 3 tons for maintenance and replacement jobs
Data Capture Specialist
National Department of Health
09.2010 - 04.2015
- Gathered and submitted observational information in addition to required data points
- Conducted surveys and documented all responses
- Leveraged talents in data analysis to uncover key insights and visualize data
- Collaborated with team members on data validation, derived key insights, coordinated and prioritized tasks and communicated updates about fixes
- Reported project status, adhered to key timelines and milestones, identified data gaps and facilitated collaboration between operational and technical teams
- Utilized proprietary tools to engage with clients, track communications and deliver results
- Acquired roadway data for state and federal agencies
- Uploaded or transmitted data using secure protocols
- Updated information in internal planning tools and platforms to log activities
Education
Artisan's Diploma - Mechanical Engineering
Artisan Training Institute
Nated Courses - Mechanical Engineering
Brooklyn College
Higher Cert - Information Systems
University of Pretoria
High School Diploma -
Promosa Sec School
Skills
- Retention strategies knowledge
- Customer service background
- Understanding of sales retention
- Outstanding interpersonal skills
- Strategic sales knowledge
- Report preparation
- Sales expertise
- Key stakeholder relationship building
- Medical terminology knowledge
- International sales support
- Recordkeeping strengths
- Training development aptitude
- Multi-line phone talent
- Professional telephone demeanor
- Service standard compliance
- Complaint resolution
- Receiving support
- Staff education and training
Timeline
Subject Matter Expert
Auto & General Insurance Company (Australia)
12.2024 - Current
Retention Specialist
Auto & General Insurance Company (Australia)
10.2024 - 12.2024
Customer Service Representative
Auto & General Insurance Company (Australia)
05.2024 - 10.2024
Retention Representative - Continued
Outsurance Shared Services
05.2018 - Current
Retention Representative
Outsurance Shared Services
05.2018 - 12.2023
Rigger
DRA Projects SA
03.2015 - 04.2017
Data Capture Specialist
National Department of Health
09.2010 - 04.2015
Artisan's Diploma - Mechanical Engineering
Artisan Training Institute
Nated Courses - Mechanical Engineering
Brooklyn College
Higher Cert - Information Systems
University of Pretoria
High School Diploma -
Promosa Sec School
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