Call Centre Customer Service
Resume:
COSLIN
MOLOKOMME
Mokopane-Limpopo
adp9lu@r.postjobfree.com
ABOUT ME
I take pride in my working strengths which will add value to any organization. My strengths would be that I have integrity, respect and patience. I am a creative thinker with determination coupled with strong interpersonal skills. I am well organized and pay attention to detail. PERSONAL DETAILS
Nationality South African
Ethnicity Black
Date of Birth 21 March 1988
Disabilities None
Residential Area Mokopane
Cellphone Number 081-***-****
Email adp9lu@r.postjobfree.com
Marital Status Single
Dependents One (1)
Driver’s License No
Languages Sepedi, English, Sesotho, Setswana, IsiXhosa Desired Benefits Medical Aid, Provident Fund
Notice Period Minimum 2 weeks
EDUCATION
Matric Gojela High School
2006
National Tourism Certificate Level 4 Waterberg FET College 2009
Office Administration Certificate HavaTech (Stech) 2010
Level 2 Customer Service Call Centre Certificate Department of SETA/DTI 2010
2019
Currently Studying part time with Boston City Campus College: BA in Social Sciences 2
SKILLS
● Microsoft Word
● Microsoft Excel
● Microsoft Access
● Microsoft PowerPoint
● Microsoft Outlook
● Gmail
● Internet
● goal driven
● productive
● team player
● work well both with or without
supervision
● Multitask well
● Easy to get along with others
● Prefer working on or with deadlines
● Good communicator
● Problem solver
EXPERIENCE
Front of office Receptionist Exigent Group Limited JANUARY 2019- to date
• Handling the switchboard
• Managing the calendar for daily meetings
• Responsible for loading invoices on the ESP system
• Managing the ELD timesheet worklog globally
• Receive and distributing of mails to all the relevant departments
• Responsible of acknowledging new work the design support team
• Welcome visitors by greeting them in person or on the telephone
• Directs visitors by maintaining employee and departments directories
• Maintains security by giving instructions
• Monitoring logbook
• Handling courier – send and receive
• Signing in parcels for the company and employees for business, and personal reasons.
• Assist IT department with the ISO audit asset register
• Arrange external bookings for both work and leisure purposes
• Assist HR with contracts and paperwork for background checks.
• Assist the talent team with the assessment paperwork
• Issuing visitors badges or non-disclosure agreement paperwork to be signed
• Liaise with different suppliers for different services such as:
• Monthly stationery orders
• Order monthly grocery and cleaning chemicals
• Set up appointments for restrooms hygiene examinations
• Handle petty cash for refreshments for client’s visits. 3
Trainer Astral Group Call Centre
JANUARY 2018 – JUNE 2018
● Train the candidates on new business products
● Maintain regulatory compliance standards and ensuring all retrains and breach training are conducted regularly
● Provide coaching, guidance and support to both under performers and good performing agents
● Educate all agents on how to pitch or how to use the script
● Train candidates on how to use the systems [systems training]
● Listen to both sales and non-sales calls and allocate one on one sessions for each agent to provide feedback
● Weekly and monthly performance review report for each agent
● My duties were not limited to attending to the reception area during quiet time of the day, welcome quests, help them sign into the building Reason for leaving: Kindly note, I have left Astral Group due to resignation on June 2018, then two months later the Mokopane branch was permanently closed September 2018
Client Services professional - Group Schemes Department Old Mutual Head Office (Cape Town)
APRIL 2014 – JULY 2017
● Handling both incoming and outbound calls depending on the query
● Lodging of new debit orders and payment arrangements
● Change or update personal information such as banking details
● Amend personal details such as new beneficiaries
● Advising customers about the status of their policies
● Cancellations of policies
● Change method of payments request from stop order to debit order
● Draft both emails and letters to clients
● Reinstatement of policies and method of payments such as debit orders
● Escalate both life covers and section 14 queries to the relevant departments
● Overtime duties allocated to me were:
o Listening to calls based on the complaints brought forward by the clients o Compile feedback after every call based on my discretion once I have gathered the story behind the complaint
o Update my findings of each on each portfolio for assessments o Highlight both improvement and development arrears based on the nature of the complaint for example; soft skills arrear
o Categories all complaints within relevant fields for the company to be able to pull out what to work or improve on, some complaints are not about agents however about the time standards or the business process such as unaccepted documents or late payments
Reason for leaving kindly note, I have left Old Mutual due to resignation. I moved back home to Limpopo with a new opportunity in place within the Astral Group Call Centre Customer Service Consultant WNS/Capfin Campaign (Cape Town) FEBRUARY 2013 – MARCH 2014
● Responsible for incoming calls for both new and existing loans 4
● Updating and capturing clients’ information
● Processing of loan applications
● Escalating calls out of my scope to the relevant departments
● Reading out terms and conditions tied to the loan’s application to the clients
● Assisting existing clients on the re-loan’s applications Reason for leaving: left for Old Mutual
Marketing and Sales Agent E-Smart Networks (Mokopane) OCTOBER 2010 – OCTOBER 2012
● Selling and marketing of products (electronic gadgets)
● Responsible of handling incoming soft sales calls
● Processing of both telephonic and one on one orders
● Scanning and updating customer information
● Advertising both in the field or telephonically
● Facilitate or train new intakes/learners on the company products
● Completed both formative and summative assessments for each module with the intakes/learners
● Compiled portfolios for each module for each learner
● Coaching and quality assessments were done on both theoretical and practical work for the business to decide whether the candidates have met the criteria to be employed or granted the internship opportunity
Reason for leaving: relocated to Cape Town
REFERENCES
Old Mutual
Elizabeth Mashaba
Team Leader
WNS/Capfin
JoningaSikelelwa
Team Leader
021-***-****/6600
E-Smart Networks
Mr. ErnaousMakgatho
Manager
Astral Group
Cornele Van Der Merwe
Manager
adp9lu@r.postjobfree.com
Exigent Group Limited
Afzal Razack
Office Manager
HR Manager
Natalie Langeveld
5
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