Tshepo Mogoerane
Customer Success Team Leader
Boksburg,Gauteng
Summary
A dedicated and detail-oriented Customer Operations Specialist with 21 years of experience across the telecommunications, BPO, and FinTech sectors. I am a proven leader with 16 years of experience in people management, including coaching, performance monitoring, and KPI drafting. I have a strong technical background and a deep understanding of customer service systems like Avaya, Connex, and Talk Desk. My expertise also extends to various CRM platforms, including Salesforce, Beam, IBS, and Clarify, as well as webchat management tools like Zailab and Zendesk Chat. My focus is always on leveraging this extensive background to deliver exceptional customer experiences.
Overview
21
21
years of professional experience
8
8
years of post-secondary education
Work History
Customer Success Team Leader
Adumo
10.2024 - 07.2025
- Facilitated efficient daily operations by supporting Customer Success team activities.
- Enhanced efficiency by refining client service processes and supporting documentation.
- Tracked tickets in Sales Force to meet client needs according to SLA.
- Assisted in managing client issue volume loads.
- Handled incoming calls to ensure service level agreements were met.
- Managed processes to maintain compliance with SLAs.
Customer Success Associate
Adumo
07.2023 - 09.2024
- Collaborated with clients to address their needs.
- Ensured customer contentment through effective service support.
- Assisted in various sales-related administrative duties.
- Captured data during customer onboarding process.
- Initiated requests for activation of product master accounts.
- Generated accurate quotes for clients.
- Generated invoices efficiently.
- Processed orders with accuracy and efficiency.
- Collaborated with the business growth team to address client concerns and service gaps.
- Delivered recommendations to enhance business operations.
Technical Support Team Leader
Quantanite
09.2022 - 04.2023
- People Management Coached the team to ensure quality of delivery meets the appropriate standards. Measured and managed the team to ensure out of line situations were immediately dealt with. Communicated information in a timely, accurate and understood manner to all team members. Ensured that all human resources policies and procedures were adhered to.
- Feedback and Communication Conducted team briefs as scheduled by workforce management and in line with the weekly focus agenda set by the operations managers. Ensured regular feedback was given to agents with regards to action plans that were set. Ensured all relevant business communication was communicated to the team as and when required.
- Reporting and Administration Signed off agents' time sheets on a weekly basis. Tracked and accurately updated operational performance files for agents on a weekly basis. Compiled and sent reports as required by the business for relevant updates.
- Customer Satisfaction Drove the focus on improving customer experience on every interaction through call listening, quality checking, coaching and feedback. Resolved all customer queries that were escalated or were identified as detracting from the positive customer experience that the business intended to generate. Drove team performance on systems and all key deliverables in accordance to the contractual obligations.
- Recruiting and Training Identified the need to add staffing based on call volumes. Recruited required head count. Sourced for the ideal candidates. Interviewed the new recruits. Trained the new recruits.
- Client Management Held daily meetings with the client to discuss daily, weekly and monthly performance. Participated in the Monthly Business Reviews to forge future plans for the growth of the Campaign.
Customer Service Consultant
Merchants SA
11.2021 - 08.2022
- Customer VodaPay Account Navigation. Billing queries. Supplied general information on services offered within VodaPay. Pin Reset on VodaPay Profiles. Processing of credit card payments.
Exclusive and Business to Business Supervisor
Cell C
11.2017 - 11.2020
- Developed OLAs/SLAs with the business and business partners and ensured those were achieved.
- Supervised the daily running of the contact center.
- Ensured superior world class service to Cell C Exclusive and Business Exclusive customers.
- Created innovative ways to Wow Cell C Exclusive customers to create raving fans and advocates.
- Maintained up-to-date knowledge of industry developments and involvement in networks.
- Monitored random calls to improve quality minimized errors and tracked operative performance.
- Reviewed the performance of staff, identified training needs and planned training sessions.
- Identified opportunities to improve the services provided by the Call Centre.
- Supervised the resolution of Business Exclusive and Cell C Exclusive customer queries that could not be handled through the normal escalation channels in accordance with the company customer standards.
- Ensured that Policies & Procedures were adhered to and processes were reviewed as the business required.
- Maintained the highest level of professionalism while interacting with customers in such a manner that customer expectations were exceeded.
- Ensured that customers' concerns and queries were addressed and resolved within the agreed SLA per queue.
- Ensured that all queries where I was directly dependent on other teams for intervention / feedback / information were attended to and escalated where necessary and the customer was kept informed on the progress being made on the query.
- Ensured customer follow ups were done within departmental SLA to avoid escalations.
- Initiated proactive follow up calls to client's daily /weekly and did ad-hoc quality checks on agent productivity to ensure continuous customer delight.
- Report Generation and daily feedback to agents to improve performance where necessary.
- Recorded and reported on statistics, user rates and the performance levels of the call center and prepared data reports.
- Collated and produced all daily, weekly and monthly reports as required by management.
- Assisted to recruit employees; assigned and directed work, oversaw their development, identified training needs and maintained staff competence.
- Coached, motivated and retained staff and coordinated bonus, reward and incentive schemes.
- Established and evaluated Key Performance Indicators.
- Initiated the appropriate Labour Relation action required within the section.
Technical Team Leader
Cell C
05.2012 - 11.2017
- Assisted the technical help desk agents with specialized products and services; provided self-help information to the team on how to better handle customer queries.
- People Management, Communication and Feedback, Reporting and Administration.
- Customer Satisfaction – CSI within the technical department.
- Managed a team that always gave their best to get a handset internet connection working regardless of the mobile device make or model.
- I supported those service warriors in performing the below duties: Blackberry 7–10 OS Systems troubleshooting, Cell C Speed Sticks (Huawei and ZTE) troubleshooting, Handset Troubleshooting (Nokia, Sony, Samsung), Software and firmware upgrades, iPhone troubleshooting, 3G/4G, Wi-Fi troubleshooting and training, Knowledge and Troubleshooting of Android OS and devices, Internet connection and testing, General and advanced troubleshooting knowledge of 2G, 3G and LTE related handsets, Data Validations.
Customer Service Team Leader
Merchants SA
06.2009 - 05.2012
- People Management Coached the team to ensure quality of delivery meets the appropriate standards. Measured and managed the team to ensure out of line situations were immediately dealt with. Communicated information in a timely, accurate and understood manner to all team members. Ensured that all human resources policies and procedures were adhered to.
- Feedback and Communication Conducted team briefs as scheduled by workforce management and in line with the weekly focus agenda set by the operations managers. Ensured regular feedback was given to agents with regards to action plans that were set. Ensured all relevant business communication was communicated to the team as and when required.
- Reporting and Administration Signed off agents' time sheets on a weekly basis. Tracked and accurately updated operational performance files for agents on a weekly basis. Compiled and sent reports as required by the business for relevant updates.
- Customer Satisfaction Drove the focus on improving customer experience on every interaction through call listening, quality checking, coaching and feedback. Resolved all customer queries that were escalated or were identified as detracting from the positive customer experience that the business intended to generate. Drove team performance on systems and all key deliverables in accordance to the contractual obligations.
Customer Service Consultant
Multichoice
10.2006 - 06.2007
- Customer decoder troubleshooting. Billing queries. Supplied general information on DStv accounts. Deactivating and reactivating of DStv services. Processing of credit card payments.
Warehouse and Service Center Assistant
Dion Northgate
06.2004 - 10.2006
- Received faulty Items from customer service. Arranged items to be sent in for repairs, Items to be auctioned and items to be destroyed. Took decisions on behalf of management on items to be refunded and requested credit on returned goods.
- Followed up daily on the status of items sent in for repairs with the relevant suppliers and provided feedback to customers.
- Receiving Stock into the warehouse Capturing it against allocated Warehouse locations Dispatching stock into the sales store floor for customer consumption. Stock Inventory. Stock Taking.
Education
National Certificate In Generic Management - Business Administration And Management
Dunkeld College
10.2024 - 08.2025
Diploma In Business Information Technology - Business Studies and Information Technology
Rosebank College
02.2002 - 06.2004
Senior Certificate - Business Studies
Rondebult Secondary School
01.1997 - 12.2001
Skills
- Consistent in following the code of conduct
- Available at all times to offer support
- Problem Solver
- Emotional intelligence
- Conflict management
- Interpersonal skills
- Thoughtfulness
- Trust instillation
- Active listening
- Leadership confidence
Languages
Sesotho
English
Setswana
Zulu
Xhosa
<Enter your own>
Education
true
Timeline
Customer Success Team Leader
Adumo
10.2024 - 07.2025
National Certificate In Generic Management - Business Administration And Management
Dunkeld College
10.2024 - 08.2025
Customer Success Associate
Adumo
07.2023 - 09.2024
Technical Support Team Leader
Quantanite
09.2022 - 04.2023
Customer Service Consultant
Merchants SA
11.2021 - 08.2022
Exclusive and Business to Business Supervisor
Cell C
11.2017 - 11.2020
Technical Team Leader
Cell C
05.2012 - 11.2017
Customer Service Team Leader
Merchants SA
06.2009 - 05.2012
Customer Service Consultant
Multichoice
10.2006 - 06.2007
Warehouse and Service Center Assistant
Dion Northgate
06.2004 - 10.2006
Diploma In Business Information Technology - Business Studies and Information Technology
Rosebank College
02.2002 - 06.2004
Senior Certificate - Business Studies
Rondebult Secondary School
01.1997 - 12.2001
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