Boitshepo Kuba

Provided comprehensive information on vehicle models, features, specifications, pricing, and availability to customers. Managed customer orders, tracked progress, and communicated delivery schedule changes effectively.

Supervised and motivated call center agents, ensuring they met performance targets for call handling time, customer satisfaction, and first-call resolution. Monitored and reported on individual and team performance metrics, collaborating with the quality assurance team for continuous improvement.

Led and supervised a team of call centre agents, driving high performance and consistently meeting service targets. Monitored, assessed, and improved team performance through coaching, feedback, and training, enhancing service quality and productivity.

Designed and delivered training programs for new and experienced customer service employees, creating educational materials and conducting sessions to address skills gaps. Scheduled and facilitated training sessions on call centre operations and procedures, motivating team members for high performance.

Managed daily call centre operations, ensuring seamless customer service delivery and setting performance targets for agents. Scheduled and coordinated team shifts to ensure 24/7 coverage, conducting performance reviews and organizing training for underperforming agents.

Managed inbound customer calls, providing professional and efficient resolution to inquiries and delivering accurate information regarding products and services. Identified, addressed, and resolved customer complaints to ensure high satisfaction, escalating complex issues when necessary for timely resolution.

Diagnosed and resolved hardware and software issues, ensuring optimal system functionality. Installed, configured, and maintained computer systems, applications, and networks to meet operational needs.

Maintained accurate daily records and monitored profit and loss statements to ensure financial integrity. Organized, managed, and updated office documentation, ensuring easy access and compliance.

Completed a Diploma in Computing, gaining foundational knowledge in computer systems and applications. Developed skills in various computing aspects relevant to professional environments.

Achieved the International Computer Driving License (ICDL), demonstrating proficiency in essential computer skills. This certification covered key applications and concepts for effective computer use.