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Thandi Bobe

@thandibobe

Customer operations professional at DLoganGroup who resolved CEO’s Desk escalations and supervised live chat and online service delivery.

South Africa

Message

At DLoganGroup, I managed, investigated, and resolved high-priority complaints routed through the CEO’s Desk. I also supervised live chat and online digital infrastructure, while tracking workflows to deliver solutions within established quality benchmarks.

At CellC Head Office (Walk-InCentre), I resolved customer queries and technical grievances within operational SLAs. I audited historical billing data and authorized account adjustments in line with internal risk protocols.

I also investigated recurring service breakdowns to advise management on process improvements. I hold a CallCentre Diploma and am completing a Bachelor ofBusiness Administration (BBA) through MANCOSA.

Experience

Work history, roles, and key accomplishments

Client Liaison Consultant (CEO’s Desk)

DLoganGroup

Nov 2023 - Sep 2024 (10 months)

Managed and resolved high-priority escalations and complex complaints routed through the Executive Office. Nurtured critical client and stakeholder relationships to preserve organizational reputation and trust.

Executive Case Management Stakeholder Relations Multi Channel Service Delivery Compliance Monitoring CRM Platforms Helpdesk Management Systems

Walk-In Customer Care Consultant

CellC Head Office (Walk-In Centre)

Jan 2014 - Sep 2020 (6 years 8 months)

Resolved face-to-face public queries and technical grievances within SLA turnaround times. Provided direct operational and administrative support to the Customer Experience Manager and conducted account corrections and billing audits.

SLA Compliance Escalation Management Financial administration Inter departmental Collaboration Root Cause Investigation Account Auditing Billing Correction

Education

Degrees, certifications, and relevant coursework

MANCOSA

Bachelor of Business Administration, Business Administration

Currently completing a Bachelor of Business Administration with one final module remaining, focusing on strategic management, operational efficiency, and organizational behaviour.