Open to opportunities

Percy Tisetso Mokoena

@percytisetsomokoena

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Dedicated customer service professional with a proven track record.

South Africa

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What I'm looking for

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

I am a dedicated and results-oriented Customer Service Professional with a proven track record of delivering exceptional client support and driving customer satisfaction. My experience includes resolving inquiries, managing customer relationships, and optimizing service processes to enhance retention and loyalty. I am proficient in CRM tools, conflict resolution, and multitasking in fast-paced environments.

Throughout my career, I have consistently achieved high customer satisfaction ratings, resolving 95% of inquiries on the first interaction and maintaining a 90% positive feedback rating. I have a strong commitment to exceeding customer expectations and am eager to contribute to a dynamic organization by leveraging my expertise in customer service and administrative functions.

Experience

Work history, roles, and key accomplishments

Customer Service Agent

5CA

Sep 2023 - Dec 2023 (3 months)

Resolved 95% of customer inquiries on the first interaction, ensuring high customer satisfaction. Handled over 50 customer queries daily and improved response time by 15% using Zendesk. Conducted feedback analysis to enhance customer satisfaction scores by 10%.

Zendesk Conflict Resolution Problem Solving Data Management Sales Support

Cashier/Lobby Host

KFC

Mar 2023 - Aug 2023 (5 months)

Delivered excellent customer service and maintained a welcoming environment. Resolved queries with a 90% resolution rate and processed over 100 transactions daily with 98% accuracy. Trained new staff on service best practices.

Conflict Resolution Team Collaboration Problem Solving Sales Support

Customer Service Representative

Etsang Dieta

Feb 2022 - Jan 2023 (11 months)

Handled customer inquiries across multiple channels, exceeding sales targets by 20% through upselling. Provided administrative support and maintained accurate customer databases for effective communication.

Customer Communications Data Management Conflict Resolution Problem Solving Sales Support Effective Communicator CRM Systems

Casual Administrative Assistant

Dreams Echo

May 2019 - Mar 2020 (10 months)

Streamlined file management systems and coordinated team events. Provided administrative support to executives and improved customer service ratings through feedback-driven improvements.

Data Management Microsoft Office Suite G Suite Problem Solving Team Collaboration Conflict Resolution

Education

Degrees, certifications, and relevant coursework

University of Johannesburg

Certification, Artificial Intelligence

2022 - 2023

Studied Artificial Intelligence in the 4IR, gaining insights into the impact of AI technologies on various industries and developing skills relevant to the digital economy.

BCS Academy

Certification, Graphic Design/Web Development

2022 - 2022

Completed a course in Graphic Design/Web Development, acquiring skills in design principles, web technologies, and creative problem-solving.

St Josef’s High School

National Senior Certificate, General Education

2014 - 2018

Completed the National Senior Certificate (Grade 12) with a focus on foundational education that prepared me for further studies and professional development.