Mpho C Madebe

Client Relations & Operations Professional

About

Results-driven professional with a proven track record in client relations, call center operations, and administrative support, dedicated to fostering efficient and collaborative environments. Adept at leveraging strong communication, strategic management, and problem-solving skills to enhance customer satisfaction, streamline operational workflows, and achieve organizational goals. Eager to apply comprehensive experience and a commitment to continuous improvement in a dynamic new role.

Work Experience

Educator Assistant

Beacon Primary School

Nov 2021 - Mar 2022

Kimberley, Northern Cape, ZA

Provided essential administrative and system support to educators, contributing to the efficient operation of school programs.

  • Provided critical administrative support to educators, ensuring the efficient coordination of classroom activities and school programs.
  • Managed and maintained accurate student records and school data within the SA-SAMS system, enhancing organizational efficiency.
  • Assisted with diverse daily operational tasks, contributing to a well-organized and supportive learning environment for students and staff.
  • Facilitated effective communication among staff, parents, and students to support educational initiatives and resolve administrative queries.

Client Relations Manager

VW & AUDI | Contract

Jul 2016 - Dec 2016

Kimberley, Northern Cape, South Africa

Managed client complaint resolution and operational logistics for courtesy vehicles, ensuring high levels of customer satisfaction for VW & AUDI.

  • Managed and resolved a high volume of complex client complaints, significantly improving customer satisfaction and strengthening brand loyalty.
  • Oversaw the meticulous booking and management of courtesy vehicles, ensuring seamless service delivery and enhancing the client experience.
  • Streamlined complaint logging and resolution processes using VW SA and AUDI SA systems, increasing operational efficiency and data accuracy.
  • Cultivated positive client relationships through proactive communication and personalized service, addressing concerns with professionalism and speed.

Call Centre Supervisor

MBD Legal Collections | Permanent

Mar 2009 - Mar 2016

Kimberley, Northern Cape, South Africa

Led a call center team, providing operational support and strategic insights to enhance performance and achieve collection targets.

  • Directed daily operations for a busy call center team, ensuring consistent adherence to service standards and operational targets.
  • Analyzed comprehensive call reports and performance metrics, providing targeted feedback and coaching that contributed to team development and efficiency.
  • Developed and implemented strategic action plans based on team statistics, optimizing workflow processes and enhancing overall departmental productivity.
  • Facilitated effective communication between frontline staff and senior management, translating operational insights into actionable recommendations.

Education

Kimberley,Northern Cape

High School

Jan 1999 - Dec 2003

Kimberley, Northern Cape, South Africa

General Studies

William Pescod High School

Jan 2003

Kimberley, Northern Cape, ZA

Certificates

Geological Core Yard Assistant (CADDIS)

CADDIS

Nov 2018

Supervisory Development Program

Certificate of Completion

Oct 2015

Fundamentals of Management

Certificate of Completion

Mar 2012

Languages

English (Fluent) , Setswana (Fluent) , Afrikaans (Fluent) , English (Fluent)

Skills

Communication

  • Communication
  • Stakeholder Engagement
  • Active Listening
  • Written Communication

Conflict Management

  • Conflict Resolution
  • Mediation
  • Problem Solving
  • Negotiation

Presentation Skills

  • Public Speaking
  • Data Presentation
  • Reporting
  • Visual Communication

Financial Data Analysis

  • Data Interpretation
  • Reporting
  • Financial Literacy
  • Trend Analysis

Diversity Management

  • Inclusivity
  • Cultural Competence
  • Team Building
  • Employee Relations

Leadership

  • Team Leadership
  • Mentorship
  • Coaching
  • Performance Management

Strategic Management

  • Strategic Planning
  • Goal Setting
  • Operational Strategy
  • Process Improvement

Customer Service

  • Customer Satisfaction
  • Service Excellence
  • Client Relations
  • Issue Resolution

Self Management

  • Time Management
  • Organization
  • Prioritization
  • Proactive Work Ethic

SA-SAMS System

  • SA-SAMS
  • Data Management
  • Administrative Systems
  • Record Keeping

Interests

Community & Youth Development

  • Community Engagement
  • Youth Programs
  • Social Impact

Business

  • Business Strategy
  • Entrepreneurship
  • Market Trends
  • Organizational Development

Philosophy & Religion

  • Critical Thinking
  • Ethics
  • Personal Growth

Reading

  • Lifelong Learning
  • Research
  • Knowledge Acquisition

Self Development

  • Personal Growth
  • Continuous Learning
  • Skill Enhancement

Sports

  • Teamwork
  • Discipline
  • Physical Activity

References

Khanyisile Radebe

Ex-Call Centre Branch Manager 0604492419

Sarah Monyatsi

Service Advisor Human Auto Ford 0719811149

Thabo Tire

Principal Beacon Primary School 053-8741092