Tshepiso Lekalakala

Tshepiso Lekalakala - Curriculum Vitae Tshepiso Lekalakala 4953 Catlet Muddler Str, Leopards Rest Security Estate, Alberton, Johannesburg South- |- Professional Summary Dedicated and results-driven Administrative Assistant and Customer Service Consultant with extensive experience in the telecommunications industry. Proven ability to deliver exceptional customer service, enhance organizational efficiency, and maintain accurate records. Skilled in resolving complex customer queries, managing databases, and training team members to improve performance. Proficient in various computer applications and motivated to learn and grow in dynamic environments. Work Experience City Bank (Genpact) Team Coach - Banking Customer Care (Senior Process Associate) April 2024 - Current - Audited calls and provided actionable feedback to enhance customer experience. - Conducted training sessions to improve agents' soft skills and professional development. - Delivered pre-process and process training using effective methodologies. - Monitored team performance through weekly coaching and evaluations. - Facilitated cultural and soft skills training to improve team adaptability. - Actively participated in reviews, presenting weekly results and achievements. Vodacom - Commissioner Street Administrative Support and Contracts Assistant Page 1 Tshepiso Lekalakala - Curriculum Vitae April 2021 - November 2021 - Compiled and updated existing client records for business accounts and contracts. - Achieved daily call targets, engaging clients for contract renewals and upgrades. - Provided comprehensive support to business account holders through email and phone consultations. Mpowered Business Solutions Database Management - Preferential Procurement Resources (B-BBEE Administration) January 2018 - August 2018 - Managed and maintained the company's Beagle system for client certificate databases. - Consulted with suppliers nationwide to collect and update compliance data. - Organized and captured supplier information for BEE reporting purposes. - Strengthened collaboration with multinational procurement departments to enhance data accuracy. Vodaworld Vodacom Customer Care Agent (Inbound) August 2013 - November 2014 - Resolved complex customer queries by effectively addressing complaints and clarifying concerns. - Updated and maintained accurate customer account records. Retentions Consultant (Outbound) August 2013 - November 2014 - Contacted clients to discuss contract renewals and upgrades, meeting daily call targets. - Maintained customer databases by collecting and updating information. Page 2 Tshepiso Lekalakala - Curriculum Vitae Education Grade 12 2008 Key Skills - Customer Service Excellence - Database Management - Training and Development - Quality Assurance and Auditing - Leadership and Team Coaching - Communication and Interpersonal Skills - Computer Proficiency (MS Office Suite, CRM Systems) References Available upon request. Page 3