Call Centre Code 10
Resume:
A dynamic, results driven professional with a long-standing record of providing an excellent service. A skilled communicator and listener with a knack for remedying conflict, and keen organizational skills which allow for effective delivery of outstanding service. Recognized for always maintaining the highest level of integrity and dedication to providing a reliable and friendly service without compromising the reputation or competency of the organization. Can equally work alone or as part of a team. With superb communication skills and can easily engage in conversation with anyone, building rapport and asking questions in order to get a better understanding of their needs. With a proven ability to solve problems quickly and efficiently, and create high-quality professional relationships with stakeholders. House No. 8214 Magogoe
Tlhabologo Village, Mafikeng, 2745
**********@*****.**
Lorato Salvation Keipopele
3
Personal Profile
Nationality
South African
Gender
Female
Date of Birth
07 March 1979
Civil Status
Single
Driving Licence
Code 10
Criminal Record
None
Languages
English, Setswana & Afrikaans
Academic Qualifications
Key skills & Competencies
Diverse professional experience, including the planning, development and deployment of best practices.
Always maintains a positive and consummately professional demeanor, with ability to instill the trust and engagement of others.
An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
Talented in dealing with multiple assignments at once and an ability to meet deadlines and complete accurate work at all times.
Excellent written and verbal communications skills, including dealing with reports and giving formal presentations.
Capable of handling a variety of disputes and facilitating quick and efficient resolutions. Computer Skills
Lorato
Salvation Keipopele
Basic Accounting System
PERSAL System
LOGIS System
Pastel Accounting
Microsoft Office
Internet & Email
1998
Certificate in Call Centre Training
Cornerstone College
Grade 12, Senior Certificate
Boitseanape Commercial High School
2006
Certificate in Computer Training
Cornerstone College
Certificate in Outbound Training
Cornerstone College
2006
2006
Call Centre Agent
Department of Community Safety and Transport Management February 2013 – September 2020
Major Duties
Receiving and attending to service delivery complaints against the South African Police Service and escalating to the manager if need be.
Overseeing operations as a shift leader in the absence of the manager, ensuring that the shift runs smoothly.
Training and coaching new employees as well as delegating responsibilities.
Ensuring that all cases remain open until the root problem is identified and resolved.
Delivering a response within predetermined amount of time such as 24 hours.
Escalating reoccurring complaints to top management to get them resolved quickly.
Following up with customer to ensure that they are satisfied.
Answering inbound and outbound calls with the highest level of courtesy.
Handling and attending to all telephone enquiries.
Undertaking to general office administration duties such as data capturing data, filing and ad hoc tasks.
Providing coordination of first respondents to incidents and accidents.
Providing coordination of accidents and incidents statistics.
Assisting during the situation analysis.
Verifying eNaTIS information.
Managing and updating customer database with notes for each customer.
Preparing and proving weekly or monthly reports to the manager. Ms. Emma Legote
Shift Leader
Dept of Community Safety & Transport M.
Tel: - 018-***-**** / 076-***-****
Work Experience
Telephone Skills
Customer Service
Administrative Support
Data Entry & Typing Skills
Project Management Skills
Research & Negotiation Skills
Filing & Records Management
Reporting and Presentation Skills
Stakeholder Relations Management
111111
Other Skills
v
Office Administration Management
Customer Care Management
Basic Management Skills
Sales Management
Professional Selling Skills
Consultant Skills Programme
Other Certificates
v
Mrs. Maryka Hutton
Manager
Capitec Bank
Tel: - 018-***-**** / 083-***-****
Bank Teller / Sales Consultant
Capitec Bank
January 2007 – November 2012
Major Duties
Assisting customers with transactions, such as deposits, withdrawals, or payments.
Resolving customer complaints or account discrepancies, and answering questions.
Providing advice to customers on the cash and other transaction processes to ensure the smooth flow of transactions.
Selling Capitec products according to customer` s needs.
Checking, verifying and reconciling bank deposits and bank payments.
Responding and resolving customer problems, grievances and issues. Personal Skills
Senior Admin Officer
Karabo Telecoms Pty Ltd
July 2005 – July 2006
Major Duties
Recording, filing and safeguarding of all debtors administration related documentation and information for future reference and audit purposes.
Ensuring the timely payment of invoices by scrutinizing, verifying and coupling supplier invoice for payments.
Performing cashier duties such as paying out of cash advances.
Responsible for accounts monitoring of customer accounts for non-payments, delayed payments and other irregularities to maintain accounts receivable and payables.
Calculation of workers overtime allowance and other benefits due to them.
Preparation of contract staff payroll and other tasks as assigned by management.
Processing client payment including cheques, EFT, direct deposit and etc. Ms. Masego Kokonyane
Manager
Karabo Telecoms
Tel: - 011-***-**** / 074-***-****
Other Knowledge
Interpersonal skills
Decision making
Communication skills
Time Management skills
References
Batho Pele Principles
Public Services Act
Public Service Regulations
Public Finance Management Act
National Treasury Regulations
Basic Conditions of Employment Act
Contact this candidate