Tina Letswalo

VIP and Platinu Gold customer support Attend to health-related cases for ring-fenced customers Communicate updates and relevant information clearly and professionally to Tracker Platinum and VIP customers to maintain high service standards

Premium Support Co-ordinator at Tracker Connect (2026-05 – Present)

• VIP and Platinu Gold customer support
• Attend to health-related cases for ring-fenced customers
• Communicate updates and relevant information clearly and professionally to Tracker Platinum and VIP customers to maintain high service standards
• Assist the monitoring teams in managing stolen and hijacked vehicle cases in strict accordance with Service Level Agreements (SLAs)
• Maintain regular and effective communication with internal stakeholders to ensure alignment and smooth operational processes
• Identify concerns or trends; investigate and propose solutions proactively
• Gather root cause analysis of complaints and provide recommendations for management review
• Provide expert support for queries related to relevant customer platforms such as MyTracker Web, Nexus, Empower, Fleet Logic, Eagle, and the Tracker Mobile App, ensuring clear guidance and effective problem-solving
• Update odometer readings and reset units accurately for Tracker customers in accordance with company standards
• Perform post-installation testing and conduct comprehensive health checks to confirm optimal functionality of installed units
• Technical and Product Support
• Efficiently handle telephonic, electronic, and walk-in customer inquiries in compliance with established Service Level Agreements (SLAs), policies and procedures
• Accurately load contracts, schedule services, and process contract amendments as requested by customers, including re-contracting and upselling opportunities
• Open, allocate, monitor, track and follow up on returned service requests to guarantee closure and maintain service quality standards

Senior Monitoring Control Centre at Tracker Connect (2022-12 – Present)

• Capacity to plan, organise and control own work environment to achieve all objectives, and daily targets
• Working totally independent on a daily basis
• Excellent listener, able to analyse and interpret information
• Volvo After-Sales and SOS Agent
• Technical Troubleshooting: Remotely diagnosed vehicle software, connectivity, and infotainment issues, guiding premium clients through step-by-step resolutions
• Emergency Response & Crisis Management: Dispatched immediate roadside and medical assistance for drivers utilizing the Volvo On Call (SOS) system, managing high-stress situations with empathy and precision
• After-Sales Support: Managed end-to-end customer care inquiries regarding warranties, service scheduling, and vehicle features, ensuring a seamless luxury brand experience
• Cross-Functional Coordination: Liaisoned between stranded drivers, emergency services, towing vendors, and global Volvo dealership networks to resolve complex mobility disruptions

Hub Manager at TrashBack (2024-08 – Present)

• Ensure all systems and processes are being adhered to according to the Standard Operating Procedures
• Manage operational staff and ensure all duties are properly carried out
• Ensure staff are adhering to Health & Safety standards
• Manage physical site and ensure proper running of operations
• Ensure that onsite and operational equipment is well maintained and in proper working order e.g. baler, trolleys, scales
• Assist with collections, deliveries and operations where necessary
• Schedule collections, co-ordinate collectors
• Plan logistics and routes
• Ensure that the biometric system is used at all times
• Use collections tracking systems and keep information up to date
• Support satellite sites with queries (technical and other)
• Ensuring timely removal and sale of materials by buyers
• Paying collectors on a weekly basis and maintaining wage sheets
• Motivating staff performance
• Monitoring staff performance and implementing targets and incentives
• Procurement of basic operational equipment e.g. uniforms, bins, bags, stationery
• Conduct weekly operations meetings (Monday am & Thursday pm) with staff
• Conduct operations meetings with collectors
• Provide all required information and reports in a timely manner
• Stock take
• Monitoring assets and keeping asset registry up to date
• Admin

Assistant Branch Manager at Capitec Bank (2011-08 – 2014-09)

• Cashier
• Opening Accounts
• Perform credit checks to grand credit
• Liaison with internal stakeholders and internal departments on behalf of the client
• Ensure that all administrative tasks are kept up to date
• Educate customers on brands and products
• Co-ordinate and monitor in-Branch risk and process compliance
• Discuss areas of improvement and/or coaching opportunities with the Branch Manager
• Responsible 2IC in the branch
• Ensure client service standards are met and upheld
• Deal efficiently with client calls
• Manage resources in the branch
• Equipment maintenance and reporting equipment problems
• Monitor and drive Time taken to Serve and time of service to deliver a unique service experience
• Conducting daily Start up meeting
• On-boarding of new employees
• Branch security checks

Waitron at Summer Place (2010-08 – 2011-07)

• Hostessing
• Waiting Tables

Customer Representative Agent (BPO) at Aegis SA/British Gas (2009-11 – 2010-08)

• Answering inbound calls and making outbound calls timorously
• Dealing with queries telephonically
• Maintain accurate details of all query
• Resolve queries professionally
• Check validation of customer's account while toggling through numerous company systems (including SAP)
• Investigate queries
• Dealing with emergency calls
• Book outsourced engineers to fix/maintain customers' meters
• Liaison with engineers on behalf of the customer to ensure time scale is met and re-assure the client
• Load electricity/gas meter when necessary

Service Leader at City Year South Africa (2008-02 – 2008-11)

• Children Mentorship Program
• Community services
• After school activity planning
• Teaching and Guarding children through Life Orientation
• Volunteer

Brand Ambassador at The Creative Council (2007-04 – 2009-08)

• Creating sales
• Educating customers on brands and products
• Representing a brand
• Recording and reporting the consumers concerns, views and experiences

Grade 12 – Lenasia South Secondary School (2006)

AI Career Essentials Certificate in AI and Digital Literacy – ALX Africa (The African Leadership Xcelerator) (2026)

Intermediate Excel Certificate in Excel and Office Productivity – ALX Africa (The African Leadership Xcelerator) (2025)

Higher Certificate in Archives and Records Management in Information Management – UNISA (2021)