Lethukuthula Mbutho

As a hardworking citizen I would like to gain work experience, which in turn will help build my personal development in the corporate industry. I am willing to carry out any available task at hand which the employer will not regret giving me the opportunity.

I am a strong believer in smart work and my contribution will not go unnoticed. My desire to work hard helps me to strive for more in all I do.

It will be much appreciated should I be given an opportunity to explore in the new challenges ahead of me.

Scoring & Training Specialist - Card Connect / Lesaka Technologies

(2024-08 - 2025-08)

• Monitor and evaluate agent performance to identify trends, gaps, and improvement opportunities.
• Coach agents on call handling, customer engagement, and compliance with scripts and procedures.
• Design and deliver onboarding and refresher training through workshops, role plays, and e-learning.
• Develop evaluation tools to measure training effectiveness and continuously improve programs.
• Analyse QA data to support operational improvements and service excellence.
• Execute test cases, log defects using Jira, and collaborate with developers to resolve issues.
• Provide technical training and support to enhance agent capability and system knowledge

Senior Technical Support Advisor - Card Connect / Lesaka Technologies

(2023-08 - 2024-08)

• Provided 1st and 2nd line technical support for POS devices, transaction queries, and outages.
• Managed inbound/outbound calls, emails, and chats within SLA targets.
• Logged and resolved cases/tickets in CMS; escalated complex issues to third-party vendors.
• Conducted root cause analysis and drove service improvements based on data.
• Delivered customer satisfaction surveys and feedback analysis to improve service quality.
• Updated knowledge bases with new product info to empower the team.
• Trained and upskilled staff on ticket resolution, troubleshooting, and best practices.
• Assisted in projects and outage management, ensuring minimal disruption to clients.

Technical Support Advisor - Card Connect / Lesaka Technologies

(2019-09 - 2023-08)

• Provided 1st and 2nd line technical support for POS devices, transaction queries, and outages.
• Managed inbound/outbound calls, emails, and chats within SLA targets.
• Logged and resolved cases/tickets in CMS; escalated complex issues to third-party vendors.
• Conducted root cause analysis and drove service improvements based on data.
• Delivered customer satisfaction surveys and feedback analysis to improve service quality.
• Updated knowledge bases with new product info to empower the team.
• Trained and upskilled staff on ticket resolution, troubleshooting, and best practices.
• Assisted in projects and outage management, ensuring minimal disruption to clients.

Certificate - Administrative Support - Alison (2023 - 2023)

Diploma - Administrative Procedures & Support - Alison (2023 - 2023)

Certification - Microsoft 365 Level 1 & 2 – Intermediate Excel - Microsoft (2022 - 2022)

Certificate - Contact Centre Support Level 2 - SETA (2021 - 2021)

Certificate - Call Management - SETA (2021 - 2021)

Certificate - Super-Agent (Emotional Intelligence & Dynamics) - Skills Development Consultancy Agency (2021 - 2021)

National Senior Certificate - Matric - Sakhisizwe High School (2016 - 2016)