THATO MASELOANE
Customer Service Representative / Virtual Assistant
Soweto
Work Preference
Summary
A self-motivated professional with 9+years of experience in administration, telecommunication and customer service. Have great leadership skills, I know how to work well in a team as well as independently. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. My goal is to gain further experience with the company's productivity and reputation. I am willing to learn and work hard in understanding the culture of the company and its operations.
Overview
10
10
years of professional experience
Work History
Customer Service Associate / Virtual Assistant
Panic Guard
09.2025 - 04.2026
- Provide friendly, professional customer-facing support via ticketing system, answering over 20 emails a day
- Maintained a high level of product knowledge, providing accurate information to customers.
- Troubleshoot technical issues and escalate complex problems to the appropriate teams
- Collaborate with the technical department to investigate and resolve bugs or issues
- Help build out and maintain the customer Help Center knowledge base
- Test applications and provide actionable feedback to improve user experience
- Prioritize and manage your workload effectively to meet service goals
- Improved customer experience by maintaining high level of product knowledge and sharing it effectively.
- Developed comprehensive FAQ section for the company website, reducing incoming query volume.
- Adapted quickly to emerging technologies and software, staying ahead in providing versatile virtual assistance.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Liaised between clients and the technical team to maintain effective lines of communication.
Technical Support Representative/ Onboarding Administrator
African Resonance
03.2022 - 04.2023
- Created smooth on-boarding processes to help new stores adjust to new processes
- Assisted sites with activating terminals after dispatch
- Work closely with couriers, making sure devices are received within SLA
- Worked closely with new stores, answering questions and addressing various concerns during on boarding process
- Build strong relationship with merchant to ensure effective results
- Helped new stores complete and submit required paperwork
- Work closely with couriers, making sure devices devices are received within SLA
- Assisted sites with technical issues with terminals post activation
- Creating waybills for sites and dispatching terminals to sites once configured
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Customer Experience Representative
PayJoy
03.2022 - 04.2023
- Verify customer's documents for a sale.
- Accurately completed 45+ sales in a day
- Capture customer's details on system.
- Welcome call after a customer has been approved
- Assist clerks with installing the Payjoy app on their phones
- Assist with post sale app malfunctioning
- Create Asanas for devices with tech issues post sale
- Attend to escalations via email and slack
- Answering inbound calls to assist customers
- Assist store clerks with sales app installation
Customer care representative
Amazon
10.2021 - 03.2022
- Receiving over 40 inbound calls per day
- Tracking Customers orders
- Issuing concessions when validated by the system
- Sending emails to customers after resolving queries
- Outbound calls to follow up on customer's orders
- Scheduling deliveries and pickup
- Assisting customers via chat bot channel
- Used virtual communication methods to contact customers, including live chat, email, phone
- Creating tickets for other departments through work requests
Pickup Service Administrator
EOH Samsung
11.2019 - 09.2021
- Supports team manager and performs management duties when the manger is out of office or absent
- Increase the productivity of your team through innovative motivation
- Monitor queue and check inbound calls performance, mission-related objectives, and deadlines
- Responding to emails on Outlook
- Answering 15+ calls and assisting customers
- Arranging collections for pickup items using courier systems and assigning waybill numbers
- Pulling reports
- Making sure devices are dispatched daily from repair centers
- Escalating tickets to the right departments
- Generating quotes for devices after being assessed
- Responded to customer emails within 24-hour SLA, keeping within customer service targets.
- Daily tracking of devices
Customer Service Consultant
Merchants Dimension Data Company
11.2015 - 10.2019
- Answer over 45 calls and assist customers
- Log tickets to back office
- Send statements to customers when requested
- Troubleshoot customer's device and network issues
- Generating quotes for possible upgrades
- Answering inbound calls and providing product and service information to customers
- Address customer needs to meet or exceed customer expectations
- Attend operational meetings
- Monitor queue and check inbound calls
- Have one on one and feedback sessions when manager is out of office or absent
- Tracking of hourly call drivers and flagging spikes in call volumes
- Achieved outstanding feedback through online customer surveys and feedback forms.
Education
Senior Certificate / Grade 12 -
12-2014
Skills
Active listening
Good Communication skills
Microsoft Office
Proficient in Slack communication
Panic Guard Dashboard
Skilled in Zoho Desk management
CRM SAP
C3D SIEBEL
Payjoy Dashboard
Asana workflow optimization
Experian
Jira project management ( JSM )
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Associate / Virtual Assistant
Panic Guard
09.2025 - 04.2026
Technical Support Representative/ Onboarding Administrator
African Resonance
03.2022 - 04.2023
Customer Experience Representative
PayJoy
03.2022 - 04.2023
Customer care representative
Amazon
10.2021 - 03.2022
Pickup Service Administrator
EOH Samsung
11.2019 - 09.2021
Customer Service Consultant
Merchants Dimension Data Company
11.2015 - 10.2019