Itumeleng Lehloenya
@itumelenglehloenya
Experienced Customer Service Representative dedicated to enhancing customer satisfaction.
What I'm looking for
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
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).
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
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.
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.
Availability
Location
Authorized to work in
Job categories
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