Lerato Kola

Results-driven customer service and call centre professional with experience in inbound and outbound communication, client relationship management, administrative support, and stakeholder engagement. Proven ability to work in fast-paced, target-driven environments while maintaining high levels of professionalism, accuracy, and customer satisfaction. Skilled in handling customer queries, resolving complaints, meeting KPIs, and delivering exceptional client experiences.

Strong communication, problem-solving, and multitasking abilities combined with solid administrative and computer skills. Passionate about delivering service excellence aligned with organisational values and customer experience standards.

Administrative Support at The Wen Group (2025-03 – Present)

• Provide professional administrative and customer support within a fast-paced operational environment
• Handle incoming queries, email correspondence, and stakeholder communication efficiently and professionally
• Maintain accurate records, databases, and filing systems to support operational compliance and information management
• Coordinate meetings, schedules, and appointments while ensuring smooth daily workflow management
• Assist with data capturing, reporting, and information validation to support operational decision-making
• Process invoices, monitor expenses, and support financial administration processes with high attention to detail
• Track project timelines and follow up with internal stakeholders to ensure deliverables and deadlines are achieved
• Support onboarding processes and internal administrative procedures to improve team productivity and operational efficiency
• Ensure compliance with company procedures, administrative policies, and service standards

Call Centre Agent at Linquest (2021 – 2023)

• Managed high volumes of inbound and outbound customer calls while delivering professional and customer-focused service
• Resolved customer queries efficiently while maintaining excellent communication and problem-solving standards
• Achieved and maintained performance targets related to customer satisfaction, response times, and resolution efficiency
• Logged customer cases accurately and escalated complex issues to relevant departments for resolution
• Built and maintained positive customer relationships through effective communication and service delivery
• Identified customer concerns and provided valuable feedback to improve service processes and customer experience
• Maintained professionalism and composure in high-pressure and target-driven environments
• Demonstrated strong telephone etiquette, active listening, and conflict resolution skills
• Assisted with lead generation and customer engagement initiatives during outbound campaigns

Business Strategist & Marketing Lead – Vision Ride (VR EdTech Startup) at AFDA Business Innovation Hub (2024-02)

• Conducted market research and customer engagement analysis to support strategic business decisions
• Presented campaign insights and customer-focused strategies to stakeholders and project teams
• Coordinated marketing initiatives and customer engagement activities in collaborative team environments
• Developed communication strategies designed to improve customer interaction and user engagement
• Strengthened analytical, communication, and presentation skills within a deadline-driven environment

Bachelor of Commerce (BCom) in Business Innovation & Entrepreneurship – AFDA (2023 – 2025)

National Senior Certificate (Matric) – Dawnview High School (2016 – 2020)