Open to opportunities

Lerato Makhonofane

@leratomakhonofane

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Dynamic professional with over a decade in customer service and teaching.

Lesotho

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What I'm looking for

I am seeking a challenging corporate role that allows me to leverage my skills in customer service and teaching while contributing to organizational growth.

I am a dynamic and results-driven professional with over a decade of experience in customer service, call center operations, and counselling. My journey has equipped me with the skills to deliver exceptional customer experiences, manage client relationships, and consistently meet performance targets. As an Online English Teacher, I have successfully delivered personalized lessons to non-native speakers globally, enhancing their proficiency in English grammar, vocabulary, and communication skills.

Throughout my career, I have held various roles, including Customer Service Consultant and Call Center Agent, where I provided exceptional service, resolved inquiries efficiently, and trained new team members. My commitment to excellence is reflected in my consistent achievement of high performance ratings for customer satisfaction. Additionally, I have transitioned into teaching English online, building a loyal client base and creating engaging lesson plans tailored to individual learning needs.

Experience

Work history, roles, and key accomplishments

Current

Online English Teacher

Current

Freelance

Jan 2023 - Present (2 years 6 months)

Delivered personalized English lessons to non-native speakers globally. Created engaging lesson plans tailored to individual learning needs. Enhanced students' proficiency in English grammar, vocabulary, and communication skills.

Lesson planning Curriculum Development Online Education Communication Skills

Customer Service Consultant

Vodacom Lesotho

Jan 2015 - Dec 2021 (6 years 11 months)

Provided exceptional customer service, resolving inquiries and complaints efficiently. Assisted customers with billing, account management, and product troubleshooting. Trained new team members on service standards and system navigation.

Customer Service Account Management Troubleshooting Training Customer Satisfaction CRM Systems

Call Center Agent

Vodacom Lesotho

Jan 2013 - Dec 2015 (2 years 11 months)

Handled high volumes of inbound and outbound calls, ensuring prompt resolution of issues. Educated customers about company products and services. Maintained detailed records of interactions in the CRM system.

Call Center Operations Inbound Outbound Calling Customer Education CRM Data Entry

HIV/AIDS Testing and Counseling Counselor

Ministry of Health Lesotho

Jan 2007 - Dec 2009 (2 years 11 months)

Provided pre- and post-test counseling to clients on HIV/AIDS prevention and care. Conducted community outreach programs to raise awareness about HIV/AIDS. Maintained confidentiality and provided emotional support to clients.

Counseling HIV Prevention Community Outreach Confidentiality Emotional Support Public Health

Education

Degrees, certifications, and relevant coursework

Quadrant Training

Diploma, ICT

Grade: First Class with Distinction

Achieved a First Class with Distinction in the ICT Diploma program, demonstrating strong foundational knowledge and practical skills in information and communication technology.

St Catherine's High School

COSC Certificate

Completed secondary education, earning the COSC Certificate (GCE Results). This foundational education provided a broad understanding across various subjects.