Abonga Masentse

I am a results-oriented Team Leader with a successful history of managing high-performing customer service teams. Known for fostering a positive and collaborative work environment, I possess strong communication and interpersonal skills. My expertise includes exceeding performance targets by understanding key call center metrics and implementing effective quality assurance practices.

Customer Associate - Amazon

(2019-10 - 2020-01)

I was handling customer emails, web chats, outbound calls, and inbound calls, record details of customers' complaints and inquiries, and outlined actions taken. Strive to meet and exceed call center targets while maintaining excellent customer care. Follow up on customer calls with further information or instruction when necessary.

Customer Advisor UK - Capita South Africa

(2021-07 - 2022-10)

It was an amazing experience I ever had, I was dealing with inbound calls, capturing data, handling complex customer complains professionally and polit, and resolving issues with good solutions.

Team Leader - Capita SA

(2022-09)

I oversee and guide my team by ensuring that they meet performance targets and deliver high-quality service. My responsibilities include monitoring key performance indicators, providing feedback and coaching, handling escalated customer issues, and fostering a positive work environment.

Matric - Chris Hani Secondary School (2013 - 2017)