Call Center Agent
Resume:
Chuene Charlotte
Mathoko
Call Center Agent
CONTACT
Clayville East
Olifantsfontein
1665
*************@*****.***
Gender: Female
Cell No. 072-***-****
Driver’s License: Code 10
Availability: 7 days notice and
Willing to relocate.
PROFILE SUMMARY
I am a highly dedicated and results-driven
professional with a Diploma in Business
Administration, fortified by certifications in
FET Certificate in Business Administration
Services and National Certificate in
Information Technology (Technical
Support).
With a strong foundation in administrative
processes and a proven track record of
excellence, I bring over 12 months of
expertise as a Call Center Administrator,
44 months as a Site & Office
Administrator, and 41 months as a
Customer Service Consultant. My diverse
experience equips me with a
comprehensive understanding of office
and call centre operations, client
engagement, and technical support,
making me an invaluable asset to dynamic
organizational environments.
Currently seeking Call Center
Administrator and Office Administrator
roles where I can apply my expertise to
streamline processes, enhance customer
experiences, and contribute to
organizational success. Known for my
organizational prowess, attention to detail,
WORK EXPERIENCE
Call Center Agent – Pharmacy Direct CCMDD Center
December 2023 – March 2025
Manage and process inbound medication orders with accuracy and efficiency, ensuring compliance with prescribed protocols.
Open and maintain patient files, capturing all necessary details and updating information as required.
Load prescriptions (RXs) into the system, verifying details for accuracy and completeness.
Upload proof of payment (POPs) to the system, ensuring alignment with order requirements and financial processes.
Respond promptly to emails, addressing inquiries, and resolving issues related to medication orders or patient files.
Reply to SMS queries with accurate and clear information to maintain strong communication with patients.
Coordinate with pharmacists to ensure prescriptions are processed correctly and within prescribed timelines.
Monitor and manage the order workflow to prevent delays and ensure patient satisfaction.
Provide exceptional customer service by addressing patient concerns and resolving issues efficiently.
Maintain data integrity by verifying and reconciling system entries against physical documentation.
Generate and review reports on daily activities, highlighting discrepancies and suggesting improvements.
Ensure compliance with privacy laws and company policies when handling patient information.
Train and assist new staff members on call centre processes and best practices.
Collaborate with team members to meet call centre performance metrics and service-level agreements.
Identify and escalate complex issues to supervisors or relevant departments for resolution.
Site & Office Administrator – EOH - Mehleketo Resourcing March 2017 – November 2020
Captured, organized, and maintained accurate data records for various site and office operations to ensure seamless access to critical information.
Operated and managed the switchboard, effectively directing calls to appropriate departments and addressing inquiries with professionalism.
Processed purchase orders (POs) efficiently, ensuring compliance with organizational procurement policies and timely delivery of supplies.
and commitment to fostering efficiency
and productivity.
As a dedicated Call Center Administrator, I
excel in fostering team synergy,
implementing best practices, and
maintaining a high standard of
professionalism. I am eager to leverage my
experience and skills to contribute to a
forward-thinking organization.
EDUCATION BACKGROUND
Diploma in Business Administration –
UniAthena
Year Obtained: 2023
National Senior Certificate – Ngakana
High School
Year Obtained: 2007
CERTIFICATE
FET Certificate in Business
Administration Services – SETA
Year Obtained: 2018
National Certificate in Information
Technology (Technical Support) – CTU
Training Solutions
Year Obtained: 2009
PROFESSIONAL SKILLS
Attention to Detail
Results Driven
Customer Relationship
Management
Call Center Operations
Management
Office Administrative Expertise
Technical Support & IT
Knowledge
Process Optimization
Telephone Etiquette
Multilingual
Self-Motivation
Ethical Judgement and Integrity
Negotiation Skills
Planning Skills
Assisted the HR department by coordinating and overseeing the signing of employment contracts, ensuring all necessary documentation was completed.
Facilitated leave application processes by verifying, recording, and forwarding requests to management for approval.
Maintained up-to-date personnel files, including contracts, leave records, and other HR-related documentation.
Provided administrative support to site managers and office staff, including scheduling meetings, preparing reports, and managing correspondence.
Monitored and replenished office supplies, ensuring operational continuity and cost-efficiency.
Coordinated between site teams and office departments to streamline communication and workflow.
Managed the distribution and collection of site-specific documentation, ensuring proper filing and record-keeping.
Supported payroll preparation by verifying employee attendance and leave data for accurate payment processing.
Ensured compliance with organizational policies and procedures by reviewing and updating administrative practices.
Prepared and submitted weekly and monthly operational reports to management, highlighting key activities and outcomes.
Assisted in the on boarding of new employees by facilitating orientation sessions and providing necessary administrative support.
Collaborated with various departments to resolve administrative challenges and enhance overall operational efficiency.
Customer Service Consultant – Edcon
November 2011 – April 2015
Assisted customers with inquiries and resolved complaints, ensuring a high level of satisfaction and retention.
Processed transactions accurately, including cash deposits, withdrawals, and electronic fund transfers.
Opened and managed store account cards, guiding
customers through application processes and credit checks.
Provided detailed explanations of banking products and services to meet customer needs effectively.
Maintained accurate records of daily transactions and reconciled cash drawers at the end of each shift.
Conducted housekeeping tasks, ensuring the service centre and cashier area were clean, organized, and presentable.
Performed regular stocktaking to maintain inventory accuracy and identified discrepancies for immediate resolution.
Able to Work Under Pressure
Organizational Skills
Collaboration and Teamwork
Business Acumen
Multitasking
Innovative
Open-minded
Sense of Integrity
Problem Solving
Analytical Skills
Critical Thinking
Ethical Reasoning
Leadership Skills
Quality Driven
Effective Communication
(Verbal & Written)
Articulative
Flexibility & Adaptability
Time & Stress Management
Quintessential Team Player
Coachable and Learning Attitude
COMPUTER LITERACY
Microsoft Office (Word, Outlook,
PowerPoint, Excel and Teams)
Zoom
Internet and E-mail
Advised customers on account features, benefits, and terms, ensuring informed decision-making.
Handled cash with precision and adhered to all security protocols to safeguard company assets.
Identified opportunities to cross-sell additional products and services, contributing to revenue growth.
Trained new team members on service procedures, system operations, and customer engagement best practices.
Monitored customer feedback to identify trends and suggested improvements to enhance service delivery.
Ensured compliance with all company policies and regulations regarding financial transactions and data privacy.
Coordinated with other departments to address customer needs and streamline operations effectively.
Implemented promotional activities in-store to encourage new account openings and customer participation.
REFERENCES
Name and Surname: Mr Mosebo MJ Mojaje (Team Leader) Company: Pharmacy Direct Center
Contact: 061-***-****
Name and Surname: Miss Maureen Chengleroyen (HR Manager) Company: EOH
Contact: 066-****-***
Name and Surname: Mr Elijah Marage (Supervisor)
Company: Express Pros Employment
Contact: 079-****-***
Contact this candidate