Customer Service Call Centre Admin Clerk Facilitator Reseacher

Location:

Gauteng, South Africa

Salary:

12000

Posted:

October 29, 2019

Contact this candidate

Resume:

LEBOGANG CAROLINE NGAKANE

**** **** *****, *** ********* Street, Pretoria, 0002

076-***-**** or 072-***-****

*********@*****.***

Career Summary

A Demographer/ Population Graduate with experience in research and analysis and possess an Honours Degree in Development Studies and a Higher Certificate in Call Centre/ Customer Services. Conducted Social and Behavioural Science Research using Qualitative Approach and proficient in preparing detailed documents and reports while managing complex internal and external data analysis responsibilities. Worked as a short-term Data Processor, Help-desk Officer and a Call Centre Agent, and possesses excellent written and verbal communication skills

Personal Information

IDENTITY NUMBER : 920-***-**** 08 6

DATE OF BIRTH : 16 MARCH 1992

GENDER : FEMALE

MARITAL STATUS : SINGLE

NATIONALITY : SOUTH AFRICAN

HOME LANGUAGES : SETSWANA

OTHER LANGUAGES : ENGLISH, SOTHO AND ZULU

DRIVER’S LICENCE : CODE 10

CRIMINAL RECORD : NONE

Core Strengths

Proficient in Microsoft Word; Excel; PowerPoint; Outlook; SPSS; SuperCross and SAS

Data collection, processing and analysis ■ Research report and proposal writing

Strong organizational skills ■ Problem solving and decision making

Interpersonal and Innovative ■ Team associate and a quick learner

Conflict management tools and methods ■ Able to follow company policies

Local government background and Batho Pele Principles

Work Experience

Junior Call Centre Clerk, Statistics South Africa, Pretoria Sept 2019 – 07 Nov 2019

Handled incoming calls regarding the Census 2021 Mini Test from the general public, respondents and fieldwork stuff.

Captured all calls on the CRM (Customer Relationship Management) system in real time.

Data Processor, Statistics South Africa, Pretoria Feb 2019 – Mar 2019

Dealt with the movement of boxes containing IEC’s voter registration forms.

Scanned and captured movement of forms and boxes.

Performed character verification or captured the prescribed information from the scanned forms.

Analysed the information and examined the forms for accuracy.

Processed data using software programs including Microsoft Suite (Excel).

Help-desk Officer, Independent Development Trust, Pretoria Oct 2017 – Feb 2018

Communicated clearly, fluently and effectively to both individuals and groups by telephone and in person, via both verbal and written communication, to assist in the provision of a high level of customer service.

Updated informative emails to suppliers regarding the company’s new database.

Assisted in the investigation and resolution of issues relating to client account questions, (including salary payments) to assist the team in providing a high level of customer service.

Maintained records of requests to advise relevant team members of actions to be taken.

Shared knowledge and experience with other team members to contribute to the overall improvement of the team capability and increase productivity.

Provided general administration duties as and when required.

Call Centre Agent, I-Talk Financial Services, Randburg Jul 2017 – 29 Sept 2017

Called potential customers to describe services offered.

Entered all customer information into company database keeping confidentiality in mind always.

Provided reports of all sales results including customer comment or complaints.

Helped customers solve problems by changing or adding to their service.

Significantly exceeded company standards for customer satisfaction.

Recorded and reviewed consumer call interaction within company's database through detailed notations.

Graduate Intern, Statistics South Africa, Pretoria Feb 2015 – Dec 2016

Participated in the development of census/survey content and product, reviewed questions and commented on the questions and how to improve them.

Presented tables and graphs for the Education Section for the nine Provinces in the Community Survey 2016, Statistical release and Provinces at a glance.

Analyzed survey data from internal and external sources (SPSS, SAS, STATA, SuperCross and Excel).

Managed to translate Community Survey 2016 questionnaire from English to Setswana.

Contributed in analyzing some of chapters in the monographs (i.e. research and analysis).

Analyzed data and wrote reports for conferences (i.e. PASA, UAPS).

Successfully led and trained Field workers for Community Survey 2016 using Computer Assisted Personal Interviewing (CAPI) and questionnaire.

Successfully analyzed, reviewed, interpreted and provided a Provincial Template for the North-West Province of both the Person and Household Files (all the sections) of the Community Survey 2016.

Education

CITY VIEW BUSINESS AND COMPUTER STUDIES 2017

CERTIFICATE IN CALL CENTRE

UNIVERSITY OF PRETORIA 2015

BACHELOR OF SOCIAL SCIENCES [HONOURS IN DEVELOPMENT STUDIES]

Successfully presented a dissertation titled: “The impacts of globalization in agriculture on food production in South Africa” supervised by Dr. Vusi Thebe.

Major Subjects: History of Development Theories; Globalization; Political Economy of South Africa; Development Problems Monitoring and Evaluation Concepts; Private-Public Partnerships for Development

NORTH WEST UNIVERSITY 2014

BACHELOR OF SOCIAL SCIENCES [DEGREE IN POPULATION AND DEVELOPMENT STUDIES]

Successfully presented and obtained a distinction for a dissertation titled: “The socio-demographic characteristics of married women in South Africa” supervised by Professor Ayiga Natal.

Major Subjects: Obtained distinction in Population/ Demography, Developmental Issues, Problem, Theories and Strategies; Developmental Planning; Community Development; Rural and Urban Development; Project Management; Migration and Urbanization; Monitoring and Evaluation Techniques;

BETHEL HIGH SCHOOL 2010

GRADE 12 [NATIONAL SENIOR CERTIFICATE]

Setswana; Afrikaans; English; Mathematics; Life Orientation; Life Sciences; and Physical Sciences

References

Mrs: Feroza Mohideen

Company : Statistics South Africa

Position : Supervisor

Tel : 012-***-**** or 082-***-****

Email : *******@*******.***.**

Mr. Lesego Mashigo

Company : Independent Development Trust

Position : Senior Manager of Communications and Marketing and Supervisor