Customer Service Manager
Resume:
CURRICULUM VITAE
OF
Itumeleng Kgotse
PERSONAL DETAILS
Surname : Kgotse
Name : Itumeleng
Date of birth : 24 July 1982
I.D number : 820**********
Gender : Male
Marital status : Single
Nationality : South African
Home Language : Northern Sotho
Other Languages : English,Setswana,Southern Sotho, Xhosa and Zulu
Health : Excellent
Drivers License : Code 10
CONTACT DETAILS
Address : 842A Ntsoko Street
White City Jabavu
Soweto
Home number : 011-***-****
Contact number : 072-***-****
E-mail : **********@*****.***
EDUCATIONAL DETAILS
Last school attended : Central Johannesburg College
Highest Grade Passed : N3 National Certificate
Year : 2002
Subjects Passed : Business Studies
Business English
Computer Practice (MS Word & Excel)
Office Practice
Economics & Legal Environment
Post Matric Qualification
College : Central Johannesburg College Park Town Campus (2003-2004)
Course : Financial Management
N4 & N5 National Certificates
Subjects : Financial Accounting
Computerized Financial System
(Pastel ACC, Payroll and Ms Excel)
Cost and Management Accounting
Management Communications
Entrepreneurship & Business Management
N6 Subject Passed : Financial Accounting
Cost and Management Accounting
Entrepreneurship & Business Management
Additional Training : Time and Priority Management
Telephone Etiquette and Successful problem solving
WORK EXPERIENCE
Name of Company : ABSA GROUP
City : Johannesburg (Kempton Park)
Position held : Temporary Clerk / Admin Officer
Duration : December 2006 - February 2007
Duties : Filing, emailing correspondence
Typing documents, faxing,
Scanning and Processing of payment for building loans
Reason for leaving : Project ended
Name of Company : FIRST NATIONAL BANK
City : Johannesburg (Bank City)
Position held : Fraud Analyst
Duration : December 2007 - January 2012
Duties : Fraud Prevention
Fraud Analyzing
Confirmation of CPP
Checking of cancelled debit cards
Operating of fraud cases
Confirming Client spending patterns
Banking Confirmations
Client Consultant on Banking
Call Centre Agent
Training new staff
Evaluating Client Risk level
Reason for leaving : Wanted to study full time.
Name of Company : KOEGELENBERG ATTORNEYS
Position : Collections Agent
City : Stellenbosch
Duration : December 2013 July 2014
Duties : Implementing of debit orders
Negotiating
Collecting
Arrangement of payment
Follow up default payments
Handling of enquiries with debtors
Updating information
Inbound and outbound calls
Reason for leaving : Offered a new job WNS
Name of the Company : WNS (MFin Finances)
Position : Financial Consultant (Call Centre)
Duration : July 2014 March 2015
Duties : Outbound sales
Inbound call
Provide telephonic customer support
Address telephonic complaints and general queries in a professional manner and in line with set standards
Adhere to sound written communication principles
Reason for leaving : Shoprite took over MFin Finances project
Name of the Company : Shoprite Financial Service (MFin)
Position : Financial Consultant (Call Centre)
Duration : March 2015 30 October 2015
Duties : Outbound sales
Inbound call
Provide telephonic customer support
Address telephonic complaints and general queries in professional
manner and in line with set standards
Adhere to sound written communication principles
Maintain customer service standards and promote a positive image of the Company
Escalate complaints/enquiries/information to relevant operational level
Ensure complaints/questions are answered/resolved in a reasonable time-frame
Follow-up on customer enquiries and complaints, if
applicable
Address complaints referred by Social Media Department and provide written and verbal feedback, according to set standards
Reason for leaving : Looking for better opportunities
Currently : CEB Maintenance Africa Pty Ltd / Business Connexions
Position : Call Centre Agent
Duration : 27 June 2016 until 04 August 2017
Duties
Answer calls, log and close calls as per customers
Log calls and capture details from customer onto CEB system which are
Shoprite Online from Remedy I.T. Service Management to Navision
Foschini Online - from ITSM to Navision
S.K. Online - from Pulse to Navision
Clicks Online from Remedy to Navision
Woolworths Online to Navision
Provide customer with updates on ETA (Estimate Time of Arrival)
Follow up on customer queries that are not resolved immediately
Ensure chargeable indicators are correctly flagged
Ensuring calls are assigned timeously, actioned within SLA agreement
Closing, updating following up and monitoring calls for the customer
Ensuring that all assets changes are communicated to the relevant Dept, daily
or weekly thus ensuring database accuracy
Ensuring follow up calls on all closed calls by CEB on daily basis
References CEB Maintenance / Business Connexions
Position : Manager
Mr Eugene Smit : 011-***-****
Mr Michael Fernandes : WNS and /M Fin Shoprite Loans
Position : Team leader
Mrs Delphine Fredericks : KOEGELENBERG ATTORNEYS
Position : Manager
Mr Fabian Forley : First National Bank
Position : Team leader
Fraud Investigations
Skills and values
Have a high attention to detail
Work well under pressure
Able to work independently as well as a team player
Result and deadline driven and able to prioritise tasks and manage multiple tasks
Have excellent communication and interpersonal skills, both oral and written
I am able to take ownership of problems and co-ordinate to resolution
Contact this candidate