Tshegofatso Dube
Customer service Supervisor
Johannesburg
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. 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.
Overview
13
13
years of professional experience
10
10
years of post-secondary education
Work History
Customer Service Supervisor
Netstar
Midrand
05.2024 - Current
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Championed a customer-centric approach within the call center, fostering a culture that prioritized empathetic communication and efficient problem resolution.
- Led efforts to improve overall departmental culture through employee engagement initiatives such as team-building events, rewards programs, and peer-to-peer recognition systems.
- Developed tailored coaching plans for each agent based on their individual needs, leading to increased performance and job satisfaction.
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
- Conducted regular performance evaluations for team members, offering constructive feedback for continuous improvement in their roles.
- Improved customer satisfaction by implementing new call center strategies and streamlining processes.
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Collaborated with other departments to develop cross-functional initiatives that enhanced the overall customer experience.
- Reduced call wait times by optimizing agent schedules and monitoring workforce management system.
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Completed bi-weekly payroll for 15 employees.
Team Lead: Bureau
Netstar
Midrand
10.2021 - 04.2024
- Oversee day-to-day operation
- Monitor team performance and report on metrics
- Delegate tasks & set deadlines
- Setting up SLA's for Adhoc requests and complete DI packs
- Drive team to ensure daily, weekly and monthly targets are met
- Occasional meetings with clients
- Ensure Digital Inspection agents have sufficient packs daily
- Must be able to communicate with clients telephonically and face to face
- Engage with team regularly to discuss performance and targets
- Identifying processes to improve client services
- Sending feedback regarding client status, concerns and improvement to management
- Conveying and actioning client requirements
- Liaise between different departments within Bureau and Netstar
- Ensure sufficient stuff are on duty in order to drive targets
- Conduct interviews for vacant positions within a team
- Screen possible candidates for available positions
- Weekly/Monthly Feedback to Supervisor on DI stats
- Escalating and following up on support/software related issues
- Ensure client satisfaction with Netstar services
- Escalate problems for speedy resolutions
- Supply client with the relevant reports when required
- Analyze data accuracy prior to distributing reports
- Managing the ticketing system for all Putco related queries
- Discover training needs and provide coaching
- Identifying faults within the Operation and apply solutions
- Create an inspiring team environment with an open communication culture
- Listen to team members' feedback and resolve any issues or conflicts
- Recognize high performance and reward accomplishments
- Suggest and organize team building activities.
Senior (2IC) Contract and FICA Administrator
Sureswipe
Johannesburg
01.2017 - 01.2021
- Ensure that all contracts submitted by field sales staff are completed correctly
- Provide guidance when errors are observed and communicate to sales department
- Ensure that all information contained within the submitted contracts are accurately captured into the customer database (Sales Force)
- Assist and support the field sales staff with the follow up and collection of outstanding FICA documentation
- Support sales staff with providing correct FICA documentation and contract
- Liaise between field sales staff, Risk and internal staff as needed
- Provide regular feedback to management on contract approval and rejections
- Track accuracy and turn around data of sales team and Risk team
- Track performance data for sales team and risk team
- Monitor and disseminate FICA and sales stats
- Liaise with the regions on behalf of the sales staff as needed
- Ensuring that rates and contract terms are correctly captured for billing.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
Sales and Marketing Administrator
Bytes People Solutions-MTN Corporate Sales
Johannesburg
01.2012 - 01.2015
- Ensure that all contracts submitted by field sales staff are completed correctly
- Provide guidance when errors are observed
- Capturing information according to set data standards
- Ensure all internal and external reports are done and sent on set time
- Compile PowerPoint reports for management presentations
- Interface with Account Managers and Sales Coordinators on promotional material and sales application requests
- Contact clients on sales queries
- Cold calling maybe required on behalf of field sales staff
- Assist with taking inbound calls occasionally
- Distribute leads to sales team
- Email, fax, Scan and filing of documents
- Ordering stationery
- Sales verification
- Reporting.
- Created and expanded sales presentations to new and existing customers increasing net sales revenue by 80% in sales.
Education
High School Diploma -
Letsibogo Girls High School
Johannesburg 01.1999 - 12.2003
Some College (No Degree) -
South West Gauteng College
Johannesburg 01.2004 - 12.2006
Some College (No Degree) -
Damelin
Johannesburg 01.2016 - 12.2017
Skills
Team Lead
Customer service
Data Capturing
Coaching and Mentoring
Performance Improvement
Customer Focus
Diversity and Inclusion
Team Supervision
Teamwork and Collaboration
Problem-Solving
Documentation And Reporting
Call Center Operations
Decision-Making
Multitasking Abilities
Excellent Communication
Project Planning
References
Available upon request
Timeline
Customer Service Supervisor
Netstar
05.2024 - Current
Team Lead: Bureau
Netstar
10.2021 - 04.2024
Senior (2IC) Contract and FICA Administrator
Sureswipe
01.2017 - 01.2021
Some College (No Degree) -
Damelin
01.2016 - 12.2017
Sales and Marketing Administrator
Bytes People Solutions-MTN Corporate Sales
01.2012 - 01.2015
Some College (No Degree) -
South West Gauteng College
01.2004 - 12.2006
High School Diploma -
Letsibogo Girls High School
01.1999 - 12.2003