MOLIFI LESHAGE

I.D 830-***-****-***

Driver’s License: Code C1

Public Relations Management

PROFILE

I am Molifi Leshage, a very well organized and self-motivated individual. I have developed passion for customer service through my work experience and I’m looking to grow in the customer service environment from being an Agent to Senior Management, given an opportunity or being recognized.

I have completed a National Diploma NQF Level 6 in Developmental and Industrial Psychology. I have Completed a Diploma in Call Centre Management. I am currently studying towards a Bachelors’ degree in Public Relations through correspondence.

I always find a platform to utilize my skills in meeting the company objectives through my hard work and dedication. With my industrial experience and skills, I have an ability to develop new strategies to improve the service rendered to customers and the service level agreement expected by the company. I am highly organized with a strong work ethic.

CONTACT

PHONE:

079-***-****

EMAIL:

adm0q3@r.postjobfree.com

Physical Address

58518 Lwazi Street

Green Point

Khayelitsha

7785

HOBBIES

Playing tennis

Swimming

Hiking

Singing

I.D 830-***-****-086

Driver’s License: Code C1

EDUCATION

Lyceum Correspondence College

23 March 2018 – Still Studying (final Year)

Bachelor’s Degree in Commerce: Public Relations Management

Year 1

Business Management 1

Analytical Techniques

Financial Account 1

Business Law (Commercial Law)

Economics 1

Public Relations management 1

Year 2

Business management 2

Public Relations management 2

Business Information Systems

Internal Auditing

Year 3

Public Relations management 3

Taxation

Financial Accounting 3

Corporate Governance

Intec Correspondence College:

31st January 2017 – 28 June 2019 Completed

National Diploma NQF Level 6: Developmental & Industrial psychology

Psychology in South Africa

Developmental Psychology

Organizational Psychology

Communications (Exempted)

Mathematical Literacy (Exempted)

Intec Correspondence College:

14 August 2013 – 09 October 2015 Completed

Diploma: Call Centre Management

Call Centre Operations Management 1

Operations Management (Emergency)

Call Centre People management

Call Centre Service Management 1

Call Centre Service Management 2

Call Centre Service Operations 2

Intec Correspondence College:

19 March 2012 – May 2017 Complete

National Certificate: Radio Broadcasting

Radio Production

Voice and speech

Quality Solutions:

February 2010 – June 2010 Complete

National Certificate (NLRD71490: Contact Centre training

Voice and speech

Sales

Telephone Technique

Industrial Background

Leretletse Lesedi Secondary School

Grade 12: Matric

January 2001 – December 2001

Other in-service short course certificates:

EDUCOR Online staff development

15 June 2018 – 15 June 2018

Short Learning Certificate: Student Service Management

25 July 2018 – 25 July 2018

Short Learning Certificate: Record Management

26 July 2018 – 26 July 2018

Short Learning Certificate: Customer Care

26 July 2018 – 26 July 2018

Short Learning Certificate: Research

28 September 2018 – 28 September 2018

Short Learning Certificate: Experiential Learning Sales Training

WORK EXPERIENCE

Platinum Africa (ltd) Telesales Agent Consultant

August 2005–August 2007

Job Functions:

Cold Calling Sales

Data Capturing

Weekly and Monthly Target

Reason for Leaving: Retrenched

Woolworths Financial Services: Customer service consultant

September 2007–January 2009

Job Functions:

Tele-sales

Customer retention

Contact Centre Customer Service

Reason For Leaving: End of Contract.

Longain Group (Cape Town): Customer Service Agent

June 2009 - June 2011

Job Functions:

Assist in agents career development and providing sales training skills. Assessing and identify training needs.

Coaching staff on policies and procedures.

Develop, contribute to and maintain the team and Contact Centre’s outputs and KPI’s.

Ensuring ongoing outcome-based coaching with a keen understanding of call compliance ensuring delivery with the highest quality standard in mind.

Promoted to Tele-sales Training Coach

Job Functions:

Assist in agents career development and providing sales training skills.

Assessing and identify training needs. Coaching staff on policies and procedures. Develop, contribute to and maintain the team and Contact Centre’s outputs and KPI’s. Ensuring ongoing outcome-based coaching with a keen understanding of call compliance ensuring delivery with the highest quality standard in mind

Reason for Leaving: Resigned due to company restructuring and a new position.

Intec College (Educor): Quality Assessor

24 June 2011 - 31 January 2013

Job Functions: The Primary function is to ensure quality assurance, adopting methodologies to continuously improve quality.

Quality management/improvement through call evaluations for each student advisor weekly

Coaching and developing student advisors through continuous one-on-one and group sessions

Assessing and identify training needs

Set key performance indicators for student advisors and review advisors’ performance according to KPI’s in conjunction with Senior Manager on a regular basis

Taking correct disciplinary measures where necessary

Reason for Leaving: Promotion for Team Leader Position at Damelin Braamfontein

Damelin College (Educor): Team Leader

04 February 2013 - June 2014

Job Functions:

Leading and managing a team of 12 student advisors

Coaching and developing student advisors through continuous one-on-one and group sessions

Total performance management, monitoring and driving service level agreements.

Managing a team’s day to day operations

Manage and motivate advisors through different forms.

Quality management/improvement through call evaluations for each student advisor weekly

Ensure that all advisors reach service levels and meet advisory adherence.

Set key performance indicators for student advisors and review advisors’ performance.

according to KPI’s in conjunction with Senior Manager on a regular basis

Assist in advisors’ career development.

Taking correct disciplinary measures where necessary

Assessing and identify training needs

Coaching staff on policies and procedures

Develop, contribute and maintain the team and Contact Centre’s outputs and KPI’s.

Building and growing a team through coaching, development and encouragement in order to drive a high-performance culture. Implementing change and rolling out new processes for continuous improvement. Shaping the direction of the team, keeping them focused and motivated to deliver the right results in a rapidly growing business. Organizing and facilitating on-boarding to all new staff once they have passed the incubation phase as well as ongoing training to more tenured staff to ensure targets and requirements are met. Ensuring ongoing outcome-based coaching with a keen understanding of call compliance ensuring delivery with the highest quality standard in mind. Maintaining awareness of individual study criteria to ensure agents are screening calls accurately and study specific goals are being met.

Reason for Leaving: resigned (Due to relocation to cape Town)

Intec College (Educor): Academic Success Advisor

15 January 2016- till now

Job Functions: The Primary function: to ensure customer retention, by addressing student queries effectively and ensuring the resolution is communicated in a professional manner

Multimedia student Advisor

Customer enquiry resolution and customer retention

Study Material distribution, Updates textbooks escalations

KPI’s:

Researching and reporting

Reaching service level agreement and meet advisory adherence.

REFERENCES

Name: Carmelita Brandt

Relationship: Team Leader

Company Name: ICG (Intec College)

Contact Numbers: 021-*******/079*******

E-mail Address: adm0q3@r.postjobfree.com

Name : Andiswa Mazaleni

Relationship: Quality Assessor at Educor

Contact number: 073*******

E-mail Address: adm0q3@r.postjobfree.com

Ajanth Chaudree: General Manager at Damelin College

Contact number: Tel: +27-11-712-****

E-mail Address: adm0q3@r.postjobfree.com

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