Room Operator Control

KELEBOGILE MOTLHAJOE - page *

KELEBOGILE MOTLHAJOE

Midrand, Gauteng, South Africa

**********@*****.***/*******************@*****.*** 073-***-**** linkedin.com/in/kelebogile-motlhajoe-784b8b163

Summary

Experienced Customer Service Representative with a demonstrated history of working in the customer services and call centre industry. Skilled in Customer Relationship Management

(CRM), Customer Satisfaction, Customer Retention, Customer Service Operations, and Security Operations. Strong support professional with a High School Diploma focused in Business, Management, Marketing, and Related Support Services from IIE Rosebank College. SUMMARY OF SKILLS

Excellent communication skills- both verbally and written

Ability to manage large amount of incoming calls, emails and queries.

Ability to work 12 hour shifts day and night

Computer literate- MS Word, Excel and Outlook( Listener and Bidtrack )

Ability to dispatch and liaise with response officers

Vehicle monitoring knowledge

Alarm system monitoring

CCTV camera monitoring

Good knowledge of Radio use and radio language

Ability to work under extreme pressure as a team member or individually.

Ability to deliver outstanding customer satisfaction

Able to make use of the available resources.

Knowledge of CRM software

Fast leaner, eager to learn and welcomes challenges.

Customer/Client orientated and ability to express ideas.

Ability to work well in a fast-paced environment.

Follow instructions as requested by the Supervisor / Team Leader / Manager.

Ability to handle telephone calls and deal with irate customers

Excellent time management, Patient and professional

Excellent typing skill, Ability to multi-task

Excellent organizational skill

Strong attention to detail

Valid driver’s license and own vehicle

KELEBOGILE MOTLHAJOE - page 2

Hobbies

Playing netball x2 a week

Watching soccer

Online gambling (sports betting) on different platforms e.g. WorldSportsBetting, Supabets and Hollywood bets

Experience

Retail Associate

Edcon

Assistance to complaining customers

Resolving customer queries

Cashier duties

Stock taking

Duration: 26 October 2007 – 18 March 2010

Control Room Operator

ADT Security

Aug 2010 - Mar 2015 (4 years 8 months)

Handling all inbound calls

Making outbound calls

Dispatching of vehicles to clients

[Emergency and Non-Emergencies]

Monitor and respond to different types of alarms

Panics, Duress, Cell phone panics, Silent panics, Electric fence

Resolving customer queries

Emergency Call Centre e.g. reporting of stolen/hijacked vehicles

Vehicle monitoring and tracking using Bidtrack

Ensuring that clients receive superior service

Working Day shift and Night

KELEBOGILE MOTLHAJOE - page 3

Emergency Control Agent

Netstar

Apr 2015 - Jan 2019 (3 years 10 months)

Handling all incoming calls

Making Outbound calls (Alarms, Panic, Crash Events, Jamming,

Alert, and Geo Fencing)

Handling of tests when required

Handling of locations on vehicles when required by clients

Resolving customer queries

Emergency Call Centre e.g. reporting of stolen/hijacked vehicles

Working with CRM

Ensuring that clients receive superior service

Excellent Geographical knowledge.

Coordinating ground response teams and air response teams to

Effect a vehicle recovery

Making Sound decisions on client’s situation/information

Whether or not they need assistance

Working Night Shift only 4 days in 4 days off

Customer Service Representative

BLUE ION SUPPORT SERVICES

Feb 2019 - Jun 2019 (5 months)

Handling inbound and outbound calls.

Providing exceptional customer service to all customers

Communication with clients is via email, phone, and live chat.

Personally, develop relationships with clients to forge trust, loyalty, and superior service to enhance the clients gaming experience

Initiative and strong negotiation

Convert new registrations and then maintain client retention

Resolving customer queries

Working day and night shifts (12-hour shift cycle) KELEBOGILE MOTLHAJOE - page 4

Customer Service Representative

Tracker Connect (Pty) Ltd

Jul 2019 - Jan 2021 (1 year 7 months)

Answering incoming calls and resolving queries received from Tracker Clients according to the relevant SOP and company standards.

Contribute towards maintaining a departmental Abandonment Rate and Service Level according to the company standards.

Accurate capturing of data and updating of client information while speaking with the client.

Ensure that Customer Service standards are maintained in a highly pressurized environment.

Meet targets as per Key Performance Agreement.

Follow up on client’s outstanding queries.

Accurate record keeping of statistics as per stipulated guidelines.

Effective utilization of the post call service rating system

Ability to interpret the financial system and assist clients with basic financial and legal queries.

Assistance with retaining and cancellation of accounts.

Responsible to handle difficult calls and retain customers.

Show tolerance and patience in understanding customer complaints, reason for cancellation and ability to positively turnaround the call.

Post installation testing and unit related investigations. First line technical support for Tracker units.

Distribution of Skytrax Service Requests after in-depth investigation and analysis was done on possible cause of problem.

Adherence to schedules as determined on the Telephony system.

Ensuring that electronic communication received within the Customer Service Division is handled efficiently in line with SLA’s and standards.

Assist with any other tasks or duties assigned by the Supervisor as the need arise to ensure exceptional and efficient service within the Customer Service division.

Selling of value-added services.

KELEBOGILE MOTLHAJOE - page 5

Education

IIE Rosebank College

Diploma, Business Management

2007 - 2010

Bakwena Secondary School

Matric, Mathematics, Science, Biology, Geography English 2004 - 2006

Honors & Awards

Outstanding Service Award - ADT

Jul 2012

The Managing Directors Award for Outstanding Services for demonstrating the Big 5 Principle of Honorability while carrying out their duty. References

ADT Security

Marvin Pillay

Contact Numbers: 086-***-**** / 011-***-****

Cell Number: 084-***-****

Netstar

Lesley Thangwane

Contact Number: 011-***-****/5180

Cell Number: 082*******

Blue Ion Support

Thabang Ledwaba

Contact Number: 067*******

Cell Number: 084*******

Tracker Connect

Zukiswa Phati

Contact: 086*-**-**-**

Cell: 060-***-****

Contact this candidate