Tswa-shang Letshele
Call Centre Agent And Data Capturer
Summary
Helpful Telephone Operator adept at providing detailed and correct information to inquiring customers. Skilled in front desk management and call routing. Displays poised and eloquent demeanor to convey positive company image. Organized Call Center Agent offering 10 year career in sales and customer service. Committed to quickly and thoroughly answering customer questions. Experienced in training new employees on processes and procedures.
knowledge in taxes income tax, provisional tax,vat and payee
Overview
16
16
years of professional experience
4
4
Languages
Work History
Call Agent
Sars
04.2012 - 03.2022
- Built strong customer relationships with empathetic communication and active listening skills.
- Managed time effectively between inbound calls and follow-up tasks, ensuring all responsibilities were addressed daily.
- Maintained high call quality standards by adhering to company guidelines and protocols.
- Delivered prompt assistance to customers via email and chat support channels when needed, expanding avenues for resolution.
- Handled escalated calls with professionalism, effectively de-escalating situations and finding resolutions.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Achieved targeted call resolution times by swiftly identifying issues and providing solutions.
- Retained customers by providing exceptional service, preventing potential cancellations or account closures.
Call Center Team Lead
Sars
01.2016 - 12.2016
- Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.
- Enhanced team performance by conducting regular training sessions and motivating agents to achieve their targets.
- Maintained open lines of communication with upper management, providing regular updates on team progress and challenges faced.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Streamlined communication within the team by implementing clear guidelines and expectations for all agents.
- Promoted a culture of continuous learning within the team by sharing resources on industry updates and best practices.
- Utilized data-driven insights to make informed decisions regarding staffing levels, shift schedules, and performance management strategies.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
- Responded to team support questions quickly to maintain call center efficiency.
- Optimized call center operations by identifying inefficiencies, recommending improvements, and implementing necessary changes.
Data Capturer
Sars
03.2006 - 03.2012
- Excelled in working independently as well as collaborating with teams, utilizing strong multitasking skills to manage competing priorities.
- Maintained strict confidentiality while handling sensitive client information and records.
- Corrected data entry errors to prevent duplication or data degradation.
- Verified accuracy and validity of data entered in databases
Education
No Degree - Accounting Technology And Bookkeeping
Boston College
Johannesburg, South Africa 04.2001 -
Certificate Inflow - Law
Unisa
Pretoria 04.2001 -
High School Diploma -
Afrikaans Hoer School
Germiston, South Africa 04.2001 -
Skills
Customer communications
Problem-solving skills
Call center experience
Interpersonal Skills
Gathering information
Answering questions
Resolving issues
Goal-Oriented
Data Gathering
Time Management
Excellent Communication
Self Motivation
Active Listening
Additional Information
i also trained other employees on new tax information at the stat of the tax year training would be a moth long with an additional in work training i provided
Timeline
Call Center Team Lead
Sars
01.2016 - 12.2016
Call Agent
Sars
04.2012 - 03.2022
Data Capturer
Sars
03.2006 - 03.2012
No Degree - Accounting Technology And Bookkeeping
Boston College
04.2001 -
Certificate Inflow - Law
Unisa
04.2001 -
High School Diploma -
Afrikaans Hoer School
04.2001 -