Call Centre Customer Care

CURRICULUM VITAE

OF

LEBO PAULINA MOLEFE

* PERSONAL DETAILS

Surname Molefe

Names Lebo Paulina

Date of Birth 02 May 1983

Identity Number 830**********

Gender Female

Residential Address 380 Nhlapo Section

Katlehong

1431

Contact Number 076-***-****

Nationality South African

Marital Status Single

Languages Tswana, English and Sotho

General Health Excellent

* EDUCATIONAL QUALIFICATION

Last School Attended Khamane High School

Highest Grade Grade 12

Subject Passed English

Afrikaans

Business Economics

* OTHER QUALIFICATIONS

Institution Germiston College

Course Management Assist

Computer Practice N6

Office Practice N6

Communication N6

Information Processing N6

* WORK EXPERIENCE

2012 May

Rage Distribution Head Office

Call Centre Agent

Duties

Answering calls professionally

Respond to customer enquiries

Handle and resolve customer complaints

Process new account application

Assist stores with updating information

Identify and escalate priority issues

Follow up on customer queries

2014 Got Promoted

Customer Care Department

Duties

Completing statements

Attend to emails where necessary

Follow-up customer’s calls regarding letters and statements

Do paid up and settlement letters

2015 Got Promoted

Account Drive Department

Duties

Request stores to submit the account drive template via Skype within right time

Capture the template on the network according to their regions

Check if all the id numbers submitted by the stores have valid purchase

Submit account drive sheet and release to the individuals

2016 Got Promoted

Training Facilitator and Administrator

Duties

Perform training of newly hired employees provide re-training on company topics

Such as policies, procedures and programs, and conducts group and individualized

Training for purpose of work performance enhancement and general education

Assist with training needs assessment to identify training needs and potential areas for

improvement

Work closely with staff, team leaders and managers, to ensure processes

And procedure are understood and followed for covering and sharing duties

Manage all training in the call centre which include creating courses,

Sending email

Notifications, running reports and other administrative functions

Attend to all info and accounts emails on daily basis

2017 Got Promoted

Collection Department

Duties

Responsible for reaching out to customer to collect payment for overdue account

Create a list of people who have not made payment

Set up repayments and new terms

Ensure all customer’s information are updated on the system

2011 January

Mataboge Smith Incorporated

Reception / Administration

Duties

Management of switchboard

Opening files

Transferring calls to the right department

General administrative function

Typing the necessary documents

2008 February to 2009 October

Vodacom / Merchants

Inbound call centre agent

Duties

Complete call logs

Complete call reports

Identify and escalate priority issues

Research required information use available resources

Handle and resolve customer complaints

Provide customers with product and service information

Follow up customer calls where necessary

2007 June

Quest / Absa

Direct Sales Agent (External)

Duties

Helping customer with accounts

Dealing with customer’s query

Opened new accounts for new customers

* REFERENCES

Contact Person Barbara Olivier

Company Rage Head Office

Position Held Manager

Contact Numbers 011-***-**** / 079-***-****

Contact Person Goitsemang Mataboge

Company Mataboge Smith Inc

Position Held Manager

Contact Number 082-***-****

Contact Person Joe Mogadi

Company Vodacom /Merchants

Position Held Team Leader Contact

Number 083-***-****

Contact person Sesi Makgalemele

Company Absa / Quest

Position Held Team Leader

Contact Number 078-***-****

Contact this candidate