Palesa Mohapi

PALESA MOHAPI 9633 Ugilonko Circle, Pimville, 1809, South Africa-- SENIOR AGENT ABOUT ME As an accomplished Senior Customer Service Consultant, I bring a wealth of expertise and managerial acumen to the table. My extensive experience spans across various sectors, including financial services and telecommunications, where I have honed my ability to deliver exceptional customer service. My proficiency extends to a deep understanding of long-term insurance and investment products, ensuring that I can cater to a diverse client base with intricate financial needs. I am adept at utilizing a suite of systems to enhance operational efficiency and customer satisfaction, including Avaya, CRM, Payspace, UAD, Aspect, Willow, TMS, Evolve, and CDS. My skill set is a unique blend of industry knowledge and technical savvy, positioning me as a valuable asset to any team. WORK EXPERIENCE TRACKER CONNECT Johannesburg Apr 2023 - May 2024 Customer Engagement consultant • Delivered exceptional customer service by promptly answering calls and providing accurate, up-to-date information on products and services. • Verified and updated customer details, including personal, banking, and vehicle information, ensuring data integrity. • Efficiently located vehicles within the system to address client needs and inquiries. • Handled email correspondence, responding to customer queries with timely and effective solutions. • Escalated complex issues to management, diligently tracking case status to ensure resolution. • Resolved customer complaints and queries, maintaining high satisfaction levels. • Adhered to daily schedules, targets, and service level agreements to optimize performance. • Assisted with billing inquiries, coordinated with finance for payment adjustments, and facilitated invoice and statement distribution. • Obtained management approval for refunds, ensuring compliance with financial protocols. • Directed calls to appropriate departments, including Legal, Finance, and Insurance, enhancing interdepartmental collaboration. • Scheduled appointments for installation or inspection of tracking units, contributing to product service efficiency. LANGUAGES • Documented call notes in the system for accurate recordkeeping and follow-up actions. SOUTH SOTHO • Provided technical support for password reset queries related to the tracker app, enhancing user experience. ENGLISH ZULU DRIVING LICENSE PLP GROUP(NEDBANK AVO APP) RANDBURG Jun 2020 - Sep 2022 AVO Support senior consultant • Efficiently escalated customer inquiries to appropriate departments, including cancellations, refunds, and AVO FAQ resolutions. • Managed a high volume of customer interactions through calls, chats, and emails, ensuring prompt and professional responses. Driving license category Code B • Provided expert technical support for app-related issues such as login difficulties, registration, wallet top-ups, and order placement challenges. PERSONAL DETAILS • Skillfully loaded products onto Google, enhancing product visibility and accessibility. Date of birth 26 Jun 1988 • Assisted clients with seamless order placement and real-time order tracking, elevating customer satisfaction. Nationality South Sotho • Liaised with merchants to confirm and expedite customer orders, ensuring timely feedback and updates on order progress. • Addressed and resolved customer complaints with a solutionsfocused approach, maintaining high service standards. • Proactively updated customers on the status of their service requests, fostering trust and transparency. • Facilitated the smooth withdrawal of funds from AVO wallets, enhancing the user experience. PLP GROUP RANDBURG Jan 2016 - Feb 2020 TEAM MANAGER • Oversaw team performance, ensuring daily statistical analysis and SLA adherence. • Managed team's queue, optimizing workload distribution for peak efficiency. • Compiled and analyzed performance reports to drive team productivity. • Conducted Quality Assurance checks to uphold high service standards. • Resolved customer complaints, maintaining exceptional service levels. • Delivered comprehensive training on new products to enhance team expertise. • Coordinated team-building events to foster a collaborative work environment. • Administered team payroll submissions with accuracy and timeliness. • Developed and implemented strategic plans to drive team performance and productivity. • Facilitated team meetings to discuss progress, obstacles, and collaborative solutions. • Conducted regular performance reviews and provided constructive feedback to team members. • Implemented training programs to enhance team capabilities and support succession planning. • Resolved conflicts within the team, promoting a positive and productive work environment. • Coached and mentored team members for career development and skill enhancement. OLD MUTUAL DFA SANDTON Mar 2015 - Jan 2016 FINANCIAL ADVISOR • Managed inbound client inquiries, providing expert assistance with existing policies and seamless referrals to specialized departments. • Excelled in selling long-term insurance products, including life and death cover, as well as investment vehicles. • Efficiently generated accurate insurance quotes tailored to client needs. • Conduct comprehensive client financial reviews to understand their goals and risk tolerance. • Build and maintain a client base, keeping current client plans up-to-date. • Analyze financial data to provide investment, insurance, and tax planning services. • Stay current with financial products, industry changes, and legislation that may affect client plans. • Provide clients with information and guidance on retirement planning, investments, and insurance options. PLP GROUP RANDBURG Apr 2009 - Feb 2015 CALL CENTRE AGENT • Managed high-volume inbound calls for SAB Careline, effectively resolving consumer complaints and inquiries. • Produced comprehensive daily, weekly, and monthly reports for SAB, ensuring accurate performance tracking. • Coordinated with various depots to streamline operations and enhance customer service delivery. • Actively supported SAB brand promotions and competitions, contributing to increased customer engagement. • Provided exceptional customer support for Absa Rewards Careline, handling balance inquiries, redemptions, registrations, cancellations, and general questions. • Efficiently processed Value-Added Service (VAS) requests, ensuring timely and accurate service delivery. • Delivered quality customer service for Standard Lesotho Bank, managing inbound calls, request logging, and member onboarding with professionalism. • Served as a primary contact for SME business clients at MTN Biz-assist, managing inbound communications, database onboarding, and request fulfillment. • Specialized in sourcing and addressing client-specific needs, fostering positive business relationships. • Catered to corporate clients at MTN Prestige, providing toptier service through inbound call management, request handling, member profiling, and Bidvest coupon redemption. • Handled inbound customer service calls, resolving issues and providing product information efficiently. • Maintained high levels of customer satisfaction, measured by call monitoring and feedback surveys. • Documented all call information according to standard operating procedures within the CRM system. • Consistently met or exceeded call center metrics for speed, accuracy, and volume. • Participated in ongoing training to stay updated on product changes and service improvements. • Utilized problem-solving skills to address and resolve customer complaints in a professional manner. • Collaborated with team members to share best practices and improve overall call center performance. BIDVEST BANK (SANDTON BRANCH) SANDTON Jul 2008 - Mar 2009 FOREIGN EXCHANGE CONSULTANT • Expert in global cash management and adept at navigating international geography for currency transactions. • Proficient with identifying countries, currencies, and SWIFT codes for seamless financial operations. • Knowledgeable about a diverse range of financial products and services tailored to foreign exchange. • Skilled in determining competitive rates and commission structures for optimal client deals. • Familiar with both travel-related and non-travel exchange control regulations. • Established operational procedures to ensure efficient and compliant transactions. • Committed to delivering exceptional customer service in the foreign exchange sector. • Trained in counterfeit detection to maintain the integrity of financial transactions. • Adherence to Financial Intelligence Centre Act (FIC) guidelines to prevent illicit activities. • Culturally sensitive, with an ability to engage effectively in a diverse work environment. • Equipped with essential life skills and advanced computer literacy for modern finance. • Certified in Financial Advisory and Intermediary Services (FAIS), Code of Banking Practice (COBP), and Compliance standards. • Conduct operational admin checks to uphold transactional accuracy and security. • Monitor checking limits to manage risk and ensure regulatory compliance. • Proficient in executing sales and purchases in the foreign exchange market. • Process MoneyGram transactions efficiently, catering to global remittance needs. • Manage Balance of Payments (BOP) reporting and documentations for international trade compliance. • Implement systematic filing procedures for meticulous recordkeeping. • Analyze foreign exchange market trends to provide strategic advice on currency investments. VODACOM JOHANNESBURG Nov 2006 - Jun 2008 INBOUND CALL CENTRE AGENT • Assisted clients with service-related inquiries, such as SIM card issues. • Efficiently routed calls to appropriate departments for specialized assistance. • Adhered to a "one call, one solution" approach to maximize customer satisfaction. • Handled high volume of inbound calls with a focus on customer satisfaction and problem resolution. • Maintained detailed knowledge of company products, services, and policies to provide accurate information. • Documented all call information according to standard operating procedures and database requirements. • Resolved customer complaints and inquiries efficiently, escalating complex issues to appropriate departments. • Resolved customer complaints and inquiries efficiently, escalating complex issues to appropriate departments. • Participated in ongoing training to stay updated on product changes and service improvements. • Consistently met or exceeded call center metrics for speed, accuracy, and quality of service. • Managed personal call schedule to adhere to break times and maintain high availability for customers. • Employed active listening skills to understand customer needs and provide empathetic support. EDUCATION JOHN ORR TECHNICAL HIGH SCHOOL JOHANNESBURG 2005 High school diploma • Proficient in English (First Language, Higher Grade) • Skilled in Afrikaans (Second Language, Standard Grade) • Knowledgeable in Business Economics (Standard Grade) • Understanding of Economics (Standard Grade) • Experienced in Hotel Keeping and Catering (Standard Grade) • Competent in Accounting (Standard Grade) • Engaged in Extracurricular School Activities CTI COLLEGE COMPUTER TRAINING INSTITUTE JOHANNESBURG 2006 Some College (no degree) • Certified in Microsoft Office XP Introduction Workshop • Enhanced productivity with Office tools • Excelled in key Office software skills HOBBIES READING, EXTROVERT-SOCIALIZING, TRAVELLING, COOKING SKILLS TELEPHONE ETIQUTE MULTI-TASKING CUSTOMER SERVICE MANAGERIAL SKILLS