Itumeleng LehloenyaIL
Open to opportunities

Itumeleng Lehloenya

@itumelenglehloenya

Experienced Customer Service Representative dedicated to enhancing customer satisfaction.

South Africa
Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth.

I am an experienced and dedicated Customer Service Representative with over 5 years of success in providing outstanding support and solutions to customers across diverse industries. My ability to handle high-pressure situations with professionalism and empathy has allowed me to build strong relationships with clients and improve overall customer satisfaction.

In my current role as a Senior Customer Service Representative at Merchant Solutions, I manage over 60 customer queries daily through various channels, resolving 95% of complaints on the first contact. My contributions have played a key role in achieving a 10% increase in Net Promoter Score (NPS), and I take pride in mentoring new team members to ensure our team maintains high standards of service.

With a Bachelor’s Degree in Business, Commerce and Management and a Diploma in Human Resource Management, I am committed to continuous learning and professional development, as evidenced by my recent certification in Customer Service Excellence. I am eager to leverage my skills and experience to contribute to a dynamic team focused on delivering exceptional customer experiences.

Experience

Work history, roles, and key accomplishments

ML
Current

Senior Customer Service Representative

Merchant Solutions (Pty) Ltd

Mar 2020 - Present (5 years 4 months)

Handled over 60 customer queries daily via phone, email, and live chat, resolving 95% of customer complaints on first contact. Assisted in onboarding and mentoring new team members, playing a key role in achieving a 10% increase in Net Promoter Score (NPS).

BS

Customer Service Advisor

BrightConnect Solutions

Jan 2016 - Present (9 years 6 months)

Provided product and service support to clients via various communication channels and monitored customer satisfaction. Maintained detailed records using CRM software, contributing to a 15% improvement in call resolution time after a CRM training initiative.

Education

Degrees, certifications, and relevant coursework

NL

National University of Lesotho

Bachelor's Degree, Business, Commerce and Management

Completed a comprehensive Bachelor's Degree in Business, Commerce and Management, gaining foundational knowledge in business principles and practices. This program provided a strong understanding of various aspects of commerce and management.

AL

Alison

Diploma, Human Resource Management

Obtained a Diploma in Human Resource Management, focusing on key HR principles and practices. This program equipped me with skills in managing human capital effectively within organizations.

Tech stack

Software and tools used professionally

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