Tlotlego Molefe
Cape Town
Summary
Experienced professional with a diverse skill set in language teaching, training, and research writing/reporting. Demonstrated expertise in troubleshooting problems and devising effective solutions. Background in communications and training has honed ability to excel as a verbal and written communicator, consistently fostering positive relationships and surpassing objectives. Thrives in fast-paced environments, possesses the capacity to meet demands while upholding organized, clean, and safe work areas with meticulous attention to detail.
Overview
6
6
years of professional experience
Work History
Team Leader
Amplify5
11.2024 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed, including through coaching sessions, one to one feedback sessions and monthly performance reviews.
- Handled escalations and immediate customer complaints while providing contect fitting resolutions.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Customer Service Advisor
Amplify5
07.2024 - Current
- Providing telephonic, chats and email support to Fortnum and Mason customers
- Assist customers with any service related queries including but not limited to placing orders, investigating, tracking and updating deliveries, checking product availability, leasing with the store on customer's behalf, processing returns and refunds on orders and handling international orders
- Tracking orders and communicating with couriers
- Collaborating with various departments to resolve customer issues
Human Resources intern
WHM Labour Law Advisors
12.2023 - 03.2024
- Recruited new talent for the company
- Conducted recruitment in form of flyer distribution, posting on various job sites and social media and word of mouth
- Administrative duties such as screening forms, daily recruitment duties report to manager, attended strategic meetings on recruitment optimisation
- Screening candidates for on-site interview & training
Freelance Writer & assistant researcher
Sustainable Futures
01.2023 - 12.2023
- Conduct a 6 months long research project on Renewal Energy projects and potential in the Northern Cape
- Attended conferences in the energy sector to keep up to date with the developments of the energy industry such as the Enlit conference
- Liaised with delegates to obtain funding for 'green projects' in the Northern Cape
- Prepared report of findings in Northern Cape renewable energy sector with specific focus on Green hydrogen projects development in Boegoebaai
Accredited Trainer
Webhelp
01.2022 - 12.2023
- Assisted new hires assimilate into workforce and get up to speed on procedures with successful onboarding processes
- Elevated performance levels and minimized compliance issues by fully training new hires on product
- Facilitated versatile training for new and existing hires while designing training content
- Guided managers with enforcing procedures and protocols with effective training strategies
- Attended meetings to obtain information for use in training programs or to inform management of training program status
- Built life-long and job-specific skills in employees using special training classes
- Assisted with conducting quality assurance during off training season with a guiding scorecard
- Attended weekly calibration meetings with team leaders, operations manager and client team
Customer service agent
Webhelp
01.2021 - 12.2022
- Handled customer inquiries, payments and service requests
- Collaborated with colleagues and co-workers to deliver quality customer experience
- Met personal, team and company goals in customer service environment
- Anticipated needs and resolved problems to keep customers happy
- Collaborated across departments to resolve customer-related issues
- Enhanced customer satisfaction with fast, knowledgeable service
Client care representative
Capitec
01.2020 - 12.2021
- Processed customer exchanges, refunds and bill adjustments to correct product or service problems
- Gathered and verified required customer information for tracking purposes
- Set up customer accounts in system and updated details to reflect current information
- Documented all call information according to standard operating policies and procedures
- Navigated multiple computer systems and utilized search tools to find information
Multimedia Captioner
Catch Consultancy
01.2019 - 12.2020
- Captioning video, transcribing audio to text, syncing subtitles to audio, capturing data for files completed
- Experience in Amara and WinCaps subtitling software
- Worked independently to complete skilled captioning of saopie, tv shows, movies, lectures, interviews, group discussions etc
- Checked specific words and phrases against official sources to maintain intended meanings
- Stayed current on changing aspects of [Language] with regular review of cultural resources, news and official dictionaries
- Applied extensive background, linguistic fluency and related cultural expertise to verify each word against cultural and industry norms, including client guidelines
Education
BA Honors - Linguistics
University of The Western Cape
Cape Town 12.2024
Bachelor's degree - Linguistics, Sociology & Industrial Psychology
University of the Western Cape
12.2023
Certificate - Teaching English as a First Language
TEFL Universal
12.2023
Skills
- Comprehensive Research Skills
- Content Strategy
- Contextual Discourse Examination
- Effective Business Communication
- Coaching Expertise
- Proficient Verbal and Written Communication
- Client Relationship Management
- Idea development and brainstorming
- Qualitative data analysis
- Proficient in Interpersonal Communication
Languages
English
Setswana
Sesotho
Timeline
Team Leader
Amplify5
11.2024 - Current
Customer Service Advisor
Amplify5
07.2024 - Current
Human Resources intern
WHM Labour Law Advisors
12.2023 - 03.2024
Freelance Writer & assistant researcher
Sustainable Futures
01.2023 - 12.2023
Accredited Trainer
Webhelp
01.2022 - 12.2023
Customer service agent
Webhelp
01.2021 - 12.2022
Client care representative
Capitec
01.2020 - 12.2021
Multimedia Captioner
Catch Consultancy
01.2019 - 12.2020
Bachelor's degree - Linguistics, Sociology & Industrial Psychology
University of the Western Cape
Certificate - Teaching English as a First Language
TEFL Universal
BA Honors - Linguistics
University of The Western Cape
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