Mamotse Rasimeni

• Responsible for coordination of all functions related to the installation process.
• Acts as a support person for field installers, vendors, branches, customers, and all other internal parties.
• Maintains customer service levels as defined by the business.
• Communicate any deficiencies to installers, and resolve issues to customer satisfaction.
• Process reorders and contract amendments as required and manage collections.
• Provided training sessions for new employees on proper techniques used in installations.
• Scheduled technicians for onsite visits based on customer needs.
• Achieved Employee of the Year for two consecutive years, 2012-2022.
• I recently received the Director's Award for Best Performance and Customer Service.

• Trained new employees, and explained protocols clearly and efficiently.
• Reduce errors and improve service by auditing the Escalation Management Tool for 23 states.
• Liaised with managers on a daily basis.
• Worked with Load Balance Managers in order to satisfy customers' needs for sooner appointments.
• Developed an action plan based on the analysis of data from past escalations, outlining steps needed to prevent similar issues in the future.
• The result was that I was able to retain 20% of potential cancellations..

. Made outbound calls for the proactive customer retention group in a fast-paced and quality-focused environment.

Handled all types of customer issues, including internet connectivity, applications, and general computer training, in order to achieve ultimate satisfaction for customers.

. Followed issues through resolution, and cut down on customer turnover by 25%.

. Identified causes of root issues, and presented suggestions for process improvements.