Creating the most user friendly systems and processes of being financially literate
Tshepo Moephuli
Team Leader: Customer Service & Benefit Fund Claims
Johannesburg
Summary
Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
1
1
year of post-secondary education
1
1
Language
Work History
Customer Service Supervisor
Metal Industries Benefit Fund Administrators
Johannesburg
07.2012 - 03.2016
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Resolved account issues to build rapport and relationships with clients.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created customer support strategies to increase customer retention.
- Compiled and analyzed customer feedback data to develop new strategies and corrective action.
- Standardized office structures and processes to promote collaboration and increased performance.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Maintained [Number]% accuracy while updating databases with [Type] data and verifying [Type] changes.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
Call Center Agent
Standard Bank
Johannesburg
05.2007 - 08.2009
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Assisted customers by answering questions and responding to inquiries.
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
Education
High School Diploma -
Mondeor High School
Johannesburg, South Africa 01.2005 - 12.2005
Skills
Training and mentoring
Interests
Timeline
Customer Service Supervisor
Metal Industries Benefit Fund Administrators
07.2012 - 03.2016
Call Center Agent
Standard Bank
05.2007 - 08.2009
High School Diploma -
Mondeor High School
01.2005 - 12.2005
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