Morongwa Tefu

I am a committed professional with a proven track record of achieving quantifiable outcomes and working effectively with diverse teams. I am proactive and passionate about partnering with others who share similar goals. I am eager and driven to progress in my career. I thrive on collaborating with people and find fulfillment in knowing that I have played a role in ensuring customer satisfaction.

Workforce Management Coordinator Blue Label Distributions

• Formulate agents schedules within agreed time frames and in line with call Centre Volumes. Average Handling Times and shrinkage.
• Review forecasted call volumes, average handling time and shrinkage to calculate the required headcounts.
• Perform monthly\annual headcount and metrics forecasting for the CIC.

Quality Assurance Officer Blue Label Distributions • Developing Evaluation Programs to enhance agents’ performances • Monitoring and evaluating customer interactions • Calibration sessions • Continuous training and coaching of agents whenever new products or processes are introduced

Customer Service Representative Blue Label Distributions • Assisted customers with product related questions, feedback, and complaints.

• Addressed customer service enquires quickly and accurately.

• Oversaw customer account inquires, accurately providing information to resolve service complaints and guarantee customer satisfaction.

• Maximized customer satisfaction by resolving service issue promptly.

• Handled confidential and sensitive data with discretion, reducing risk of fraud and theft.

• Followed up on customer issues, reaching out to verify satisfaction beyond

National Diploma in Small Business Management