Innocentia Tsotetsi

Experience

• 

  Woolworths

  Aug 2008 - Jan 2009

  Sales Specialist

  Provide sales and administrative support. Maintain and calculate sales statisticsEngaging floor manager on clients’ request.

• 

  Letlhabile Community Radio Station

  Feb 2009 - Aug 2009

  News Anchor

  News reader and ReporterWriting and translating in Afrikaans and EnglishContinuously delivering news reports life on air.Recording adverts.

• 

  Absa Group

  Sept 2009 - now

  Review customer service trends and statistics, assist in identifying service gaps and test them in conjunction with business to test and implement enabling frameworks, and continuously evaluate standards for the delivery of the desired customer experience for Retail & Business Bank.Participate in cross-functional working groups with the aim of identifying customer experience improvement solutions for identified and impacted business areas.Develops process engineering solutions to repetitive customer failures derived from roots causes and all other problems that adversely affect customer service inclusive of regulatory compliance issues. Show less

  • Quality Assurance Manager

    Jun 2023 - now

  • Quality Assurance Team Leader

    Oct 2021 - Jun 2023

  • Service Quality Specialist

    Mar 2020 - Sept 2021

  • Root Cause Analyst

    Aug 2017 - Feb 2020

  • Performance Enhancement Coach

    Mar 2014 - Jul 2017

  • Sales Specialist

    Sept 2009 - Feb 2014