Mirriam Molefe

Customer service Representative

MIRRIAM ntshelleng MOLEFE

 

Occupation
Customer Service Specialist
Gender
Female
Nationality
South African
Ethnic Group
Black
Language
Sesotho, English, Setswana, Zulu,
Current Employer
TransUnion
Availability
2 weeks
Contact Details

Cell phone
+27 79 9346503

+27 72 1137341
Email
[email protected] / [email protected]
Residential Location
Soweto, Gauteng, South Africa
Professional Profile

I am a customer service specialist with over 10 years’ experience in Telecommunication and financial Sector   . Sound knowledge of system implementation and management change management and motivation.  Strong business acumen with work ethic and a wealth of hands on experience as well as strengths in relationship building and report drafting
Education

2003

Prudens Secondary School

Grade 12 (Matric)
2008

CCX (EXDEL)

B-Tech In Contact Center Skills

B-Tech Intermediate Diploma in Work Readiness

 

InService Training

2013

Inter Active Technologies

Pilots License

Modules: Iat Pilot’s Certificate

Managing Performance

Call Centre Mathematics

Contact Centre Design
Computer Skills

·       Microsoft word & PowerPoint

·       Microsoft excel (advanced)

·       Oracle

Areas of Expertise

·       Cusomer Liason

·       Data Capturing

·       Inbound Support

·       Technical Support

 

Professional Achievements

·       I had the opportunity to work within the Customer service Department for almost 10 years wherein during the restructuring I was then transferred to the Written Correspondence Department.

·       I made sure that the Team does not experience a huge turnout of disputes and thus avoided unnecessary complains.

·       I had to also make sure that reports for Weekly Monthly, Quarterly, Annual Reports are well prepared and submitted on time and there has never been complaints from the same structures.

 

 

 

 

 

Career History

 

1.
2009 – 2016

Bytes People Solutions

Randburg, South Africa

Customer service /client liason agent

Responsibilities

·       Assisting with incoming calls and make out going call to clients.

·       Assisting with Technical, Billing and General queries.

·       Communication with clients via Email, Live Chat and Social Media.

·       Daily, Weekly and Monthly Reports.

·       Call Listening and Coaching duties.

·       Updating of Major Banks Spreadsheet on Excel.

 

2.
2016-February 2017

Sizwe Africa IT Group

Centurion, South Africa
service support /service desk agent

Responsibilities

 

·       Responsible for capturing and managing all calls logged on Heat System.

·       New calls logged and assigned to technicians within average of 5 minutes

·       Call acknowledgment with 10 minutes of receiving them.

·       Assisting with Technical, Billing and General queries.

·       Ensure suspended calls to be unsuspended and attended within specified SLA times.

·       Regular follows up’s and statistics on serviced up calls.

·       Responsible for monitoring and action escalations.

·       Managed technicians in time delay on call that will have effect on statistics.

·       Responsible for updates, resolutions and feedback on all calls.

·       Check and address all come backs.

·       Managing assigned calls and and sure that MTT is met

·       Regular feedback on queries.

·       Capturing of Invoices at the end of the month

 

3.
2017 – PRESENT
FIRST NATIONAL BANK

Fairlands, South Africa
Responsibilities

 

·        Analyse and make recommendations about Improvements to specialist systems.

·        Identify and escalate priority issues per Client specifications.

·         Redirect problems to second tier

·         Offer alternative solutions where appropriate with the objective of retaining customers’ and client’s business.

·        Deliver service and support to end-users using and   operating automated call distribution phone software, via remote connection or over the Internet;

·        Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;

·        Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet

·        To provide the clients with excellent service by ensuring that they are served promptly, understanding their needs and processing their request

 

 

 

 

 

 

 

 

 

Key Strengths

·       Self-motivated with a high personal drive;

·       Self-starter;

·       Ability to interact with other people at all levels of the organisation;

·       A constructive team member who contributes practically to the success of the team;

·       Negotiation and mediation

·       Organisational;

·       Mentoring and coaching;

·       Conflict management;

·       Communication;

·       Decision making;

 

References

Available on request.