Modiba Ramohlale

Customer service professional with over 10 years of experience in the call centre and telecommunications industry, including roles as Call Centre Agent, Sales Consultant, and Real Time Administrator. Skilled in resolving customer queries across Postpaid, Hybrid, and Prepaid products, handling high-volume inbound and outbound calls, and supporting workforce management and schedule adherence. Trustworthy, meticulous, numerate, and reliable, with a strong track record of working effectively both independently and within a team to meet CSAT and KPI targets.

Real Time Administrator (RTA) - Merchants SA / Instacart - Johannesburg

(2022-02)

• Administer time and attendance of employees to ensure accuracy of work records
• Monitor employee performance against work schedules and real-time productivity through applications
• Inform the WFM Adherence Clerk and/or Supervisor(s) in real time about employees passing thresholds for schedule adherence and productivity
• Process schedule change tickets and requests to the published schedule, ensuring all changes meet operational business targets
• Communicate employee CSAT/KPI performance and productivity to operational leaders to support achievement of targets

Call Centre Consultant - Merchants SA / Vodacom - Johannesburg

(2019-09 - 2022-01)

• Handled inbound and outbound calls as a Customer Service Agent
• Resolved customer queries on existing and new products across Postpaid, Hybrid and Prepaid
• Managed queries for premium customers (Red CBU)

Call Centre Agent - Merchants SA / Cell C - Johannesburg

(2015-01 - 2017-01)

• Handled inbound and outbound calls, resolving customer queries across two lines of business
• Advised customers on existing and new products for Postpaid, Hybrid and Prepaid

Sales Consultant - Teledirect - Johannesburg

(2015-02 - 2015-08)

• Sold long- and short-term insurance products for 1Life, Mutual & Federal
• Generated leads for other agents to convert into sales

Sales Consultant - Vodacom Shop Melville - Johannesburg

(2013-03 - 2014-10)

• Provided customer service, cashier duties, and sales support
• Processed upgrades, SIM swaps, new contracts and data packages
• Resolved customer queries and provided product advice

Sales Consultant - Vodacom4u - Polokwane

(2011-07 - 2012-03)

• Delivered customer service and cashier duties
• Processed upgrades, SIM swaps, new contracts and 3G data
• Resolved customer queries and provided appropriate advice

Sales Consultant - Vodacom Shop Dobsonville - Johannesburg

(2009-01 - 2011-05)

• Handled inbound and outbound calls, telemarketing and telesales
• Managed office filing, customer care and general administration

Call Centre Agent - Merchants SA / Vodacom - Johannesburg

(2006-11 - 2008-09)

• Team Leader for @115 (POC), handling inbound and outbound calls
• Supported prepaid products and customer queries

Call Centre Trainee (Volunteer) - Global Telemarketing Services - Johannesburg

(2006-02 - 2006-11)

• Handled inbound and outbound calls, telemarketing and telesales
• Assisted with office filing, customer care and general administration

Higher National Certificate - Matric — Subjects: English, N. Sotho, Afrikaans, History, Agriculture & Biology - Rambo High School (2002 - 2002)

Some College (No Degree) - Modules: Nutrition, Family Planning, Counselling, First Aid & CPR, Hygiene, The Baby & Pre-School - Proto Ambulance Training Service (2004 - 2004)