Customer Service Call Centre
Resume:
Education
Shatema Academy
Certificate
• Inbound Call Centre/ Outbound Call Centre
> Windows
> Microsoft Word
> Outlook Express
> Intro to Ms Windows
> Internet Explorer
Transcripts available on request 2013
Boston College
> Certificate (2014)
> Billing & Settlement Plan
Sandtown view High School 2011
National Senior Certificate
Skills
MS Office Brand Management Multitasker
Salesforce Management skills Project Management
Chase Software Campaign management Customer Service
Good Communicator Problem-solving Time management
Database
Management
Teamwork Creativity
Presentation skills
PR and
communication
Good with budgets
Adaptability
Copywriting
Reliable with deadlines
Critical thinking
Campaign management
Ability to use initiatives.
Work Experience
First Assist October 2020 -present
Verification
Dreamtec Solve system.
Customer Support and Relationship communication
· Work in collaboration with the Senior Team to deliver all projects on time and with endorsement from management.
· Develop and implement customer service policies and procedures.
· Manage the Internal Communication to ensure that business priorities, successes and best practices are communicated internally.
· Provide oversight and strategic communication direction within team and the business. I am a good communicator
with proven interpersonal skills,
and I am used to working in
teams while being able to use
my own initiative. An innovative
go-getter. I am good at
negotiating to reach an
agreement. I always enjoy
learning and trying new things. I
regard myself as dedicated
and results driven.
Johannesburg – Open to
relocation within Gauteng.
************@*****.**
m
Client Services
Communication
Marketing
Management
English - Fluent
Afrikaans - Fluent
PROFILE
THABO - MOKHOABANE
EXCEPTION CLERK
2
· responsible for ensuring that products, services, or information meet certain standards.
·
· Performance management to track success and ensure delivery.
· Oversee the achievement and maintenance of agreed customer service levels and standards.
· Keep track of benchmarks for key industries, geographies, and competitors.
· Handle complex and escalated customer service issues. Management
· Direct the daily operations of the customer service team.
· Plan structured operations to change the chaos into a well-working and coordinated deliverables.
· Oversee the team’s execution across all channels, including reporting and finance.
· Responsible for projects at hand and can share the status at any time.
· Plan, prioritize and delegate work tasks to ensure proper functioning of the department.
· Ensure the necessary resources and tools are available for quality customer service delivery.
· Monitor accuracy of reporting and data base information.
· Analyse relevant data to determine customer service outputs.
· Identify and implement strategies to improve quality of service, productivity, and profitability.
· Ensure budget requirements are met and avoid additional company spending.
· Evaluate and performance manage staff according to their set KPI's.
· Identify and address staff training and coaching needs.
· Track customer complaint resolution in line with agreed service level agreements.
· Onboarding and Training
First Assist – Discovery Insurance
Internship - Call Centre Agent/Verification
August 2019-2022 August
ZWAKALA MUSIC PRODUCTION May2016-2017 December
Promoter
· Aligning members of the team towards achieving the business goals and implementation of customer value propositions.
· Implementing marketing campaigns and organising calendar events.
· Understanding the business model and managing the various projects with the teams that operate and how it achieves the business goals.
· Ensuring campaigns are executed successfully and provide clients with detailed feedback and return on investment details.
· Coordinate activities with colleagues and teams working in different locations. Marketing & Communication
· Brand management
· Developing new promotional concepts.
· Copywriting and proof-reading marketing material.
· Redrafting all contractual agreements and process/procedure manuals.
· Planning and organising highly successful events & brand awareness campaigns to drive sales.
· Create, develop, and implement long-term Brand PR strategy input and media relations strategies that support key business drivers for ensuring consistent storytelling and messaging around brand initiatives and product launches.
· Plan assets needed for a campaign, based on approved plans (content management calendar)
· Evaluate design assets, ensuring they follow best practices and optimized formats.
· Produce creative testing strategy for each campaign, ensuring optimal results in each campaign.
3
· Liaising with all internal business divisions to ensure full company offering to clients.
· Implementation and execution for above and below the line marketing various campaigns.
· Collaborate with PR agency, set briefs, drive objectives, and manage KPI's Setting and working towards achieving monthly targets.
· Drive strategy to identify the appropriate media outlets.
· Designing and developing of the company’s website and magazines for various clients
& internally.
· Social Media management for campaigns for various clients & campaigns.
· Designing and developing of marketing material for in store campaigns. Client Relationships and Support
· Travelling between provinces for client meetings and writing new business.
· Managing and liaising with all key clients.
· Implementing brand awareness both internally and externally.
· Fully accountable for the establishment and management of new businesses and existing clients.
· Coordinating the process for the selection of internal & external staff and brand ambassadors training and development.
Finance
· Putting together client quotes and collecting the various supplier quotes and implementing optimal levels of mark-up.
· Managing internal budgets and forecasting estimates.
· Creating job cards and cost estimates with supporting documentation on Chase Software to successfully execute for client requirements weekly status meetings. 4
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Thabo - MOKHOABANE
Dear: Future Employer
In search of a new career opportunity in a different country. I am writing to apply for the current position. I do pray you will afford me the opportunity of an interview to meet with you, to give me the opportunity to show you how well I am suited for this role.
As an individual who prides myself on hard work and consistency, I firmly believe I would make a great addition to your team, if given the opportunity.
I have slightly above ten (5) years’ work experience in various spectrums of marketing, customer experience and management roles and believe that I can use the expertise I have gained to make a valuable contribution to any organisation in which I find myself, particularly at this moment in time. I believe that I am particularly creative and therefore I can make a huge impact in this role. I am equipped to deliver world-class marketing services for the evolving world based on my exposure. I have achieved a significant amount in my career and at my age. It is with this enthusiasm and dedication that I would like to pursue the next stage of my career and future. For a greater illustration of my background and qualifications, kindly review my attached CV above.
I am grateful to be considered for this role and look forward to your feedback. Kind regards
Contact this candidate