Sonnet Lebusa

Customer-focused Call Centre Consultant with over 7 years' experience in inbound and outbound customer service, query resolution, stakeholder engagement, and service delivery at G4S Deposita, a cash-management services provider. Upgraded to Client Liaison Officer (CLO), a team leader role, on 10 February 2026, bringing added responsibility for supporting team performance, escalations, and client liaison. Skilled in handling diverse customer queries by phone, email, and live chat while maintaining SLA discipline and customer satisfaction.

Multilingual in English, Afrikaans, and Sesotho, with a proactive approach to problem-solving, continuous improvement, collaboration, and professional service under pressure.

Client Liaison Officer (CLO) / Team Leader at G4S Deposita (2026-02 – Present)

Upgraded to Client Liaison Officer (CLO), a team leader role, with responsibility for supporting client communication and service delivery.

• Provides guidance, coaching, and day-to-day support to team members to maintain consistent customer service standards.
• Monitors escalations and customer queries, helping ensure timely resolution and SLA adherence.
• Liaises with clients and internal stakeholders to improve communication, follow-up, and issue resolution.

Night Shift Customer Service Representative at G4S Deposita (2019-03 – 2026-02)

• Handled inbound and outbound customer interactions via phone, email, and live chat in alignment with documented SOPs.
• Delivered consistent service during night shifts, maintaining SLA compliance and customer satisfaction.
• Scheduled and confirmed technician appointments to enhance service efficiency.
• Monitored system performance and escalated risks to prevent service disruptions.
• Provided coaching and mentoring to new hires, fostering a culture of teamwork and continuous learning.
• Acted responsibly with work resources, contributing to cost containment and operational efficiency.
• Participated in team meetings and shared documentation to support collaborative problem-solving.
• Suggested service improvements and adapted to changing customer needs.

Customer Service Representative at G4S Deposita (2016-10 – 2019-03)

• Managed high volumes of customer queries, ensuring full resolution and follow-up.
• Assisted with eBucks-related queries and advised customers on eBucks Shop orders.
• Applied multilingual skills (English, Afrikaans, Sesotho) to communicate effectively with a diverse customer base.
• Scheduled over 100 technician appointments daily, improving service turnaround.
• Investigated customer feedback and collaborated with internal teams to enhance product quality.
• Demonstrated flexibility and teamwork, adapting to evolving service demands.

Assembly Technician at G4S Deposita (2012-05 – 2016-09)

• Assembled and tested electronic/mechanical components, ensuring quality standards were met.
• Diagnosed and repaired faults, reducing downtime and improving equipment reliability.
• Supported technicians during machine changeovers and maintained accurate inventory records.
• Applied problem-solving skills in a fast-paced environment, contributing to operational excellence.

High School Diploma (National Senior Certificate) – Elethu Themba Public School (2011-12)