Customer Service Quality Assurance
Resume:
Mahlatse Kgomotso Lebogo
Personal Information
Residential Address
Mobile
Email address
Identity number
** ****** ***** ******* ****** Weltevreden Park, Randburg.
**.******@*****.***
Personal Profile
I am a successful and resourceful employee with a sound, optimistic outlook. I have a passion and ability for motivating others, communicating, comfortably at all levels and continuously striving toward a benchmark of excellence. I believe in the importance of an inspired working environment and working with others to achieve on time at the highest level. The ability to solve problems creatively and resolve conflict coupled with an innate need and persistence to overcome challenges mean that I see projects and tasks through to their conclusion. A previous employer described me as a dynamic game-changer. I believe I am that, and more.
Objective
It is my objective to obtain a fulfilling position and continue to advance my communications career with an organisation that is willing to benefit from my creative problem-solving capabilities in a customer centric role. It is my intent to leverage my experience and utilise these competencies to challenge and be challenged, to lead and be led. It is my desire to work toward growing the organisation for which I work, grow the organisational brand and reputation and improve operational performance and optimise the use of company resources resulting in profitability and mutual success.
Executive Summary
Achievements
Organisation: Multichoice Africa
Industry: Media and Entertainment
Focus Areas: Verbal and Written Communication, Training, Quality Assurance, Customer Service and Report-Writing
Role: Customer Service Representative and Quality Assuror
Period: February 2015 to date
Consistently obtained the highest quality assurance scores resulting in a promotion to the Quality Assurance team.
Organisation: African Bank Limited
Industry: Financial Services
Focus Areas: Sales and Marketing, Retail, Compliance, Recruitment and Customer Service
Role: Branch Manager (7 staff)
Period: November 2012 to October 2014
Introduced and used product-knowledge calibration sessions as a refresher training tool and increasing product knowledge. This initiative culminated in the staff running with the calibration sessions!
Organisation: Ronn Communications
Industry: Telecommunications
Focus Areas: Sales and Marketing, Operations, Product, Training, Recruitment, Quality Assurance and Customer Service
Role: Customer Service Manager (26 staff)
Period: September 2010 to October 2012
Started and built the Customer Service Division!
Implemented and monitored policies and procedures which resulted in an incredible decline in customer complaints (including an after-sales feedback survey)!
Organisation: First National Bank Homeloans
Industry: Financial Services
Focus Areas: Operations, Product, Training, Quality Assurance, Recruitment and Customer Service
Role: Contact Centre Team Leader (15 team members)
Period: October 2008 to August 2010
Drove my team to believe in, and aim for excellence, and inspired them such that we remained one of the best-performing teams throughout my tenure!
Inspired the team to win a number of performance awards at the Contact Centre Quarterly Awards!
Created and maintained a resource planning schedule based on the premise of consulting with the Contact Centre around which shifts and weekends suited them best (while still providing for business requirements) thereby reducing absenteeism and late-coming by at least 30%!
Organisation: First National Bank Homeloans
Industry: Financial Services
Focus Areas: Product, Training and Customer Service
Role: Contact Centre Subject Matter Expert (Contact centre of
100+)
Period: May 2006 to September
2008
Shared this role with contemporaries who had been with the organisation for a period of five years or more!
Nominated by my contemporaries to present to a team of senior management on “Streamlining policies and procedures to Achieve Improved Efficiency”!
Received a promotion to become Contact Centre Team Leader!
Executive Summary
Achievements
Organisation: First National Bank Homeloans
Industry: Financial Services
Focus Areas: Product and Customer Service
Role: Contact Centre Service Consultant
Period: November 2004 to April 2006
Obtained the highest quality assurance score in the centre within six months!
Became the 2IC (second in charge) within my team before a twelve-month period had lapsed!
Received a promotion to Subject Matter Expert!
Organisation: Nedbank Homeloans
Industry: Financial Services
Focus Areas: Product and Customer Service
Role: Contact Centre Service Consultant
Period: January 2004 to October 2004
Became the top performer within the Contact Centre within three months!
Position
Reason for Leaving
Organisation: African Bank Limited
Role: Branch Manager
Desire to return to the contact centre and grow my Communications career
Organisation: Ronn Communications
Role: Customer Service Manager
The opportunity to acquire new skills and explore learning opportunities in the retail environment.
Organisation: First National Bank Home Loans
Role: Relationship Centre Team Leader
Being offered the opportunity to start, and build, a new customer service division.
Organisation: First National Bank Home Loans
Role: Contact Centre Subject Matter Expert
Being offered a promotion to Team Leader.
Organisation: First National Bank Home Loans
Role: Customer Service
Consultant
Being offered a promotion to Subject Matter Expert.
Organisation: Nedbank Homeloans
Role: Customer Service Consultant
Being offered a better position.
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