Summary
Overview
Work History
Education
Skills
Languages
Timeline
Kgothalo Phafane

Kgothalo Phafane

Admin/Secretary
Doha,Qatar

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

15
15
years of professional experience

Work History

Customer Service Representative

Hertz car rental
Doha
09.2021 - Current
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Educated customers on special pricing opportunities and company offerings.
  • Made outbound calls to obtain account information.
  • Developed strong customer relationships to encourage repeat business.

Customer Service Representative

Qatar Airways
Doha
05.2014 - 04.2021
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Improved customer service wait times to mitigate complaints.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.

Help Desk Support Technician

Dimension Data Middle East & Africa
Johannesburg
10.2012 - 09.2013
  • Supported customers with password resets and account customization.
  • Resolved Level 1 technical issues with software, hardware and peripherals.
  • Opened service tickets for clients, documenting user information and description of problem.
  • Documented issues in bug tracking system for reporting.
  • Recorded complaints, product deficiencies, returned orders and other customer documentation in system.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.

Supervisor of Operations

Vodacom
Johannesburg
05.2011 - 08.2012
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Resolved customer complaints or answered customers' questions.
  • Interpreted and explained work procedures and policies to brief staff.
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
  • Recommended solutions related to staffing issues and proposed procedural changes to managers.
  • Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
  • Developed work schedules according to budgets and workloads, covering priority tasks.
  • Delegated work to staff, setting priorities and goals.
  • Guided employees in handling difficult or complex problems.

Level 1 Helpdesk Agent

First National bank
Johannesburg
01.2009 - 03.2011
  • Assisted customers by troubleshooting and resolving technical problems.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Maintained records, logs and lifecycle documentation of work requests.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Walked customers through processes of installing software or hardware and initial program start up procedures.
  • Managed user profiles, security access and shared file structures.
  • Worked with customer service supervisors to resolve customer concerns on daily basis.
  • Supported customers with online billing, access and account issues.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.

Receptionist Administrator

Netcare Education
Johannesburg
01.2008 - 12.2008
  • Answered incoming phone calls, routing to appropriate parties throughout office.
  • Welcomed visitors and customers by greeting and answering or directing inquiries.
  • Performed data entry and other administrative tasks to support departments.
  • Organized files and spreadsheets to simplify staff access or retrieval.
  • Screened and responded to emails, messages and other correspondence, freeing up senior management.
  • Received parcels, routed mail and opened packages for staff.
  • Maintained office supply inventory and placed orders to meet demand.
  • Coordinated appointment calendar and balanced schedules to promote optimal productivity.
  • Resolved customer complaints or answered customers' questions.
  • Displayed professional standards at reception desk to impress visitors.
  • Tracked and coordinated preventive maintenance and pressing repairs with outside vendors.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
  • Delegated work to staff, setting priorities and goals.
  • Issued work schedules, duty assignments and deadlines for office or administrative staff.

Education

Cisco Certified Network Associate - Information Technology

TCM ACADEMY, Johannesburg
05.2010

CompTIA A+ Certification - Information Technology

TCM ACADEMY, Johannesburg
10.2009

High School Diploma -

Bryanston High Schoo;, Johannesburg
12.2008

Skills

  • Microsoft Office expertise
  • Problem-solving abilities
  • Clerical support
  • Adaptive team player
  • Courteous demeanor
  • Communication
  • Dedicated team player
  • Strong interpersonal skills
  • Meticulous attention to detail
  • Good work ethic
  • Professional and mature

Languages

English
First Language
English
Advanced
C1

Timeline

Customer Service Representative - Hertz car rental
09.2021 - Current
Customer Service Representative - Qatar Airways
05.2014 - 04.2021
Help Desk Support Technician - Dimension Data Middle East & Africa
10.2012 - 09.2013
Supervisor of Operations - Vodacom
05.2011 - 08.2012
Level 1 Helpdesk Agent - First National bank
01.2009 - 03.2011
Receptionist Administrator - Netcare Education
01.2008 - 12.2008
TCM ACADEMY - Cisco Certified Network Associate, Information Technology
TCM ACADEMY - CompTIA A+ Certification, Information Technology
Bryanston High Schoo; - High School Diploma,

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Kgothalo PhafaneAdmin/Secretary