Tshegofatso Monyane
Johannesburg
Summary
Experienced Receptionist and Customer Service Representative with a proven track record in managing high volumes of calls, scheduling appointments, and handling administrative tasks. Demonstrated ability to enhance customer satisfaction through professional and empathetic communication. Skilled in document management, call handling, and providing exceptional customer service. Consistently achieved performance targets and contributed to streamlined office operations. Seeking to leverage expertise in a dynamic environment to further career growth.
Overview
4
4
years of professional experience
Work History
Receptionist
Quantenite
Johannesburg
01.2024 - 12.2025
- Greeted and welcomed visitors in a professional and friendly manner, creating a positive first impression.
- Managed incoming calls, emails, and enquiries, ensuring prompt direction to appropriate departments for efficient communication.
- Scheduled appointments, meetings, and maintained organised calendars.
- Handled administrative tasks including filing, data entry, and document management, contributing to streamlined office operations.
- Maintained a clean, organised, and presentable reception area at all times.
- Assisted clients and visitors by providing information and addressing general enquiries to enhance overall visitor experience.
- Managed incoming and outgoing mail and deliveries.
- Maintained accurate records and updated internal systems.
- Assisted office staff with various administrative duties.
Customer Service Representative
Concentrix
Johannesburg
04.2023 - 12.2023
- Assisted customers with high volumes of inbound and outbound calls regarding flight bookings, changes, and cancellations.
- Delivered accurate information on flight schedules, baggage policies, check-in procedures, and travel requirements to enhance customer understanding.
- Resolved customer enquiries and complaints in a professional and empathetic manner.
- Managed refunds, rebookings, and compensation claims in compliance with company policies to ensure customer satisfaction.
- Verified customer details ensuring compliance with data protection and security procedures.
- Assisted passengers with special requests, including seat selection, mobility assistance, and group bookings.
- Updated and maintained customer records on internal systems.
- Escalated complex issues to relevant departments for timely resolution.
- Achieved performance targets for call handling time, first call resolution, and customer satisfaction scores, contributing to improved service quality.
Call Centre Agent
Concentrix
Johannesburg
11.2021 - 01.2023
- Managed high volumes of inbound and outbound customer calls, ensuring accurate information delivery about Mastercard products and services.
- Achieved performance targets in call handling time, first call resolution, and customer satisfaction, contributing to overall service excellence.
- Resolved customer complaints with professionalism and empathy, enhancing customer satisfaction and trust.
- Assisted customers with card activation, billing enquiries, transaction disputes, and lost or stolen cards.
- Verified customer identity according to strict security and data protection protocols.
- Educated customers on Mastercard benefits, including rewards programmes and fraud protection services.
- Accurately captured and updated customer information on internal systems.
- Escalated complex issues to relevant departments for timely resolution.
Education
Matric/ Grade 12
Norkem Park High
Johannesburg, GP01-2016
Skills
- Appointment scheduling
- Document management
- Call handling
- Customer service
Languages
English
Advanced
C1
Timeline
Receptionist
Quantenite
01.2024 - 12.2025
Customer Service Representative
Concentrix
04.2023 - 12.2023
Call Centre Agent
Concentrix
11.2021 - 01.2023
Matric/ Grade 12
Norkem Park High