Thabo Stanley Machete
Soweto,GAUTENG
Summary
Customer service representative with a strong focus on delivering exceptional care and achieving high levels of customer satisfaction. Demonstrated expertise in building and maintaining effective client relationships while identifying and addressing customer needs. Proven time-management skills and extensive knowledge of the customer service industry. Bilingual and committed to contributing to team success.
Overview
14
14
years of professional experience
Work History
Contact Centre Agent
Lancet Anticoagulation clinic
RICHMOND , South africa
08.2025 - I currently work here
- Answering phones professionally as per company policy
- Lease with patients/clients to ensure that customers receive and understand information regarding INR Results, warfare dosage and retest date as per procedure standard of department.
- Contacting clients for information required to ensure appropriate information is recorded on the INR sign-out screen or as a F5 comment according to the procedure standard of the department and available assist pathologist and registered nurses in determining of dosages and retest dates as per procedure standard of department.
- Handke and resolve customer complaints where necessary to ensure customer satisfaction as per procedure standard of department.
- Provide patients/clients with health education regarding diet, concurrent medication,alcohol consumption and safe practices while on Warfarin therapy as per procedure standard of department.
- Reports incidents,logs and follow up on customer complaints and problem solution in compliance with relevant company policy.
- Identify and escalate priority issues/inquiries to HOD or Registered Nurse to deal with highly dissatisfied customers and to ensure customer satisfaction and customer retention.
- Logging of tasks, outcasts,holiday Loggings and merges as needed according to procedure standard of department.
- Printing allocation of patients/clients and distributing of various reports as per procedure standard of department.
- Responsible for completing administrative functions to ensure proper record keeping and retrieval of documents when required as per procedure standard of department.
- Comply with statistical requirements as per procedure standard of department.
- Comply with quality standard as per company policy and ISO 9001 standard.
- Maintaining confidentiality of patients personal data and other information to protect privacy of patients and integrity of the organisation as per company policy.
- To meet the organizations customer service objectives as per company policy.
LAS Contact Centre Agent: Collection
Lancet Laboratories
RICHMOND , South Africa
03.2023 - 08.2025
- Client liaison (both internal and external) and maintaining a positive image of the company.
- Ability to work under pressure.
- Crisis and conflict management
- Ensure all queries are successfully resolved making sure that possible dates of payments are always obtained on outstanding accounts to assist in meeting department targets.
- Escalate all unresolved queries to back office, team leader/supervisor/manager for further investigation.
- Record all client profiles on script and Meditech to ensure records move within the strategy.
- Monitor own after call work time to ensure call answering service levels are always met.
- Display excellent knowledge on the medical aids and private book to ensure resolution on queries.
- Ensure that there are no issues/complaints due to process deviations.
- Process problems to be identified and solutions to be recommend.
- Maintain confidentiality of patient's personal data and other information to protect the privacy and integrity of the organization.
- Verifies that all medical assistance-related data has been properly entered into the system.
Administrative Assistant
Sterling DSV
05.2022 - 01.2023
- Receiving bank cards
- Counting bank cards new and replacement cards
- Packaging of cards with customer details and address
- Dispatching cards to the designated area
- Checking reports and creating spreadsheet
- Collecting daily stationer
Storeman
Isilumko Staffing (HDA)
03.2022 - 04.2022
- Data capturing
- Administrative duties
- Recording
Storeman
Isilumko Staffing (Royal Canin)
12.2021 - 03.2022
- Data capturing
- Administrative duties
- Counting packaging stock
- Stickering of labels
- Recording of stock on the books
Peer Educator
Anova Health
04.2021 - 12.2021
- Prevent new infections of HIV and TB amongst people who inject and use drugs.
- Reduce human rights and structural barriers to HIV, Hepatitis and TB prevention, care and impact among PWD.
- Strengthen the advocacy and national commitment for PWD programming in South Africa
- Provide psychosocial interventions to PWID's.
- Provide opioid substitution therapy (OST) to persons who inject drugs.
- Improve the 90 -90 health outcomes for PWID by using combination prevention approaches.
- Empower and support woman who use drugs through group therapy.
Administrative Assistant
Sterling DSV
07.2020 - 01.2021
- Receiving bank cards
- Counting bank cards new and replacement cards
- Packaging of cards with customer details and address
- Sorting phones
- Dispatching cards to the designated area
- Checking reports and creating spreadsheet
- Collecting daily stationer
Call center Agent and Retentions(sales)
Merchants Cell C
05.2018 - 06.2020
- Customer care and selling Devices.
- Greeted customers in a friendly and helpful manner.
- Provided high Quality customer service to our clients.
- Handled sales transactions and returns in a timely manner.
- Answered all questions regarding Products and promotions.
- Aimed to keep customers satisfied.
Customer Service Host
Gold Reef City Casino
06.2015 - 12.2017
- Data capturing and creating new customer Profile.
- Create new membership rewards cards and replace lost cards for clients.
- Worked to understand each customer needs.
- Worked to address customers concerns in a timely and effective manner.
- Maintained up to date knowledge of Products and services.
- Developed successful tactics to sell products and services to clients.
- Switchboard operator
Service leader
Cityyear
04.2011 - 11.2011
- Data capturing
- Provide afternoon classes with school kids and help them with homework.
- Learn through play with school kids.
- Community service, clean Freedom Park area
- Maintain parks around Freedom Park.
- Liaison with the school Principal and the sponsors
Education
Grade 12 -
Mafori Mphahlele High School
12.2008
Fire Fighter 1, 2, Hazmat Awareness and Operation -
Vhutshilo Health and Safety Fire Training Academy
08.2012
Skills
- Communication
- Multi-tasking
- Microsoft Office
- Packaging
- Counting
- Dispatching
- Telephone Etiquette
- Sales skills
- Medical data entry
- Quality assurance
- Call handling
- Compliance adherence
- Administrative support
- Time management
- Active listening
- Pressure management
- Process improvement
- Customer needs analysis
- Assertiveness
- Computer-Telephony integration systems proficiency
- Data entry proficiency
- Feedback receptiveness
- Handling escalations
- Salesforce
- Flexible
- Analytical abilities
- Positive attitude
- Flexible working approach
- Customer service excellence
- Call handling etiquette
- Customer communications
- Creative thinking
- Customer relationship
- Patience and empathy
- Customer complaint handling
- Patient and calm
- Customer follow-up
- Multitasking
- Time-management
- Decision making
- Customer support and complaint handling
- Typing Skills
- Customer service
- Conflict resolution
- Data privacy awareness
- Client relationship management
- Health education
- Positive attitude display
- Target achievement
- Excellent communication
- Inbound call handling
- Team Leadership
- Effective communication
- Multitasking efficiency
- Resolving issues
- Data Entry
- Data entry techniques
- Patience and composure
- Polite phone etiquette
- Effective time management
- Technical troubleshooting
- Relationship-building
- Product knowledge
- Customer complaint management
- Email handling proficiency
- Customer engagement
- Sales techniques
- Computer literacy
- Service knowledge
- Computer literate
- Understanding tone of voice
- Call handling metrics understanding
- Language fluency
- Communication proficiency
- Sales and target-driven
- Email writing
- Managing issues
- Stress tolerance
- Time efficiency
- Knowledge in telecommunications
- Professional phone manner
- Data management
- Reporting and documentation
- Self-motivation
- Online customer service
- Data processing
- Critical-thinking
- Empathetic communication
- Decision-Making speed
- Interpersonal skills
- Empathetic listening
- Stress management
- Customer retention
- Compliance reporting
- Priority setting
References
- Miss Leandri Barnard, Lancet Laboratories, Supervisor, 0822986116
- Miss Tselani Pakisi, Gold Reef City Casino, Supervisor, 0739534262
- Mr Paballo Makhubo, Merchants Cell C, Supervisor, 0658062118
- Tlhalefang Ntsoelengoe, Sterling DSV, Supervisor, 0678206955
- Musa Mhlongo, Wits RHI, mmhlong@wrhi.ac.za, Training and Development Officer, 0791685437, 0113585300
Training
- Fit for Life, Fit for Work (Wits RHI)
- Life Skills Training
- Goal Setting
- Time-Management
- Self-management
- Emotional Intelligence
- Decision making
- Work Preparedness
- Teamwork
- Leadership
- Business communication
- Financial literacy
- Professional skills
- Personal skills and attributes
- Sexual reproductive health and rights
- History of HIV
- HIV testing
- HIV Counselling
- STI's and ARV's
- Basic computer Literacy
- Microsoft Office
- MS Word
- MS PowerPoint
- MS Outlook
- Excel
Languages
English
Advanced
C1
Timeline
Contact Centre Agent
Lancet Anticoagulation clinic
08.2025 - I currently work here
LAS Contact Centre Agent: Collection
Lancet Laboratories
03.2023 - 08.2025
Administrative Assistant
Sterling DSV
05.2022 - 01.2023
Storeman
Isilumko Staffing (HDA)
03.2022 - 04.2022
Storeman
Isilumko Staffing (Royal Canin)
12.2021 - 03.2022
Peer Educator
Anova Health
04.2021 - 12.2021
Administrative Assistant
Sterling DSV
07.2020 - 01.2021
Call center Agent and Retentions(sales)
Merchants Cell C
05.2018 - 06.2020
Customer Service Host
Gold Reef City Casino
06.2015 - 12.2017
Service leader
Cityyear
04.2011 - 11.2011
Grade 12 -
Mafori Mphahlele High School
Fire Fighter 1, 2, Hazmat Awareness and Operation -
Vhutshilo Health and Safety Fire Training Academy