Amogelang Nyati
Customer Service Manager, Client Service Manager, Administration Manager, Operations Manager
Gaborone
Summary
Proven leader adept in office and staff management with a flair for fostering team collaboration and enhancing customer service management. Streamlined operations by 30%, leveraging critical thinking and problem-solving skills. Excelled in project planning and organisational leadership, significantly boosting efficiency and client satisfaction. Knowledgeable Administrative Manager uses operational experience to inform strategic guidance. Coordinates ideal organisational outcomes by analysing existing processes and developing tangible system improvements.
Overview
16
16
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work History
Contact Centre & Admin Manager
SmartSwitch Botswana
07.2024 - Current
- Supervised staff and delegated tasks to maintain positive, productive administrative operations.
- Ensured smooth daily operations with timely completion of all essential administrative tasks and responsibilities.
- Improved office efficiency by implementing streamlined administrative processes and procedures.
- Met department budgets by monitoring and reporting on office expenses.
- Enhanced team productivity by providing ongoing professional development opportunities and regular performance feedback.
- Assisted in the development of strategic plans to achieve company objectives while maintaining a focus on excellent customer service delivery.
- Streamlined communication processes within the organisation, enhancing overall efficiency across departments by eliminating unnecessary delays or miscommunications among team members.
- Conducted regular performance reviews to identify areas for improvement and develop action plans for administrative staff.
- Improved office space utilisation by redesigning layout, creating a more efficient and pleasant working environment.
- Fostered a positive work environment, organising team-building activities that improved interdepartmental communication.
- Enhanced interdepartmental collaboration, facilitating regular coordination meetings to align department goals.
- Coordinated office events, trainings, and meetings for staff and clients.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Improved customer satisfaction scores through the application of superior conflict resolution and problem-solving skills.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked effectively in fast-paced environments.
- Paid attention to detail while completing assignments.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Organised and detail-orientated with a strong work ethic.
- Learnt and adapted quickly to new technology and software applications.
- Resolved problems, improved operations, and provided exceptional service.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Proved successful working within tight deadlines and a fast-paced environment.
- Managed office move project with a budget of P1.2 million to the new office building; this included renovating and purchasing office new furniture.
Helpdesk Supervisor
SmartSwitch Botswana
12.2018 - 06.2024
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Provided basic end-user troubleshooting and desktop support.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided on-call support for critical issues related to UEPS Food Coupon system and POS device.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Managed high levels of call flow and responded to technical support needs.
- Managed help desk consisting of 4 employees and conducted performance evaluations.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Improved customer satisfaction by resolving complex technical issues and providing timely solutions.
- Reduced response times with effective prioritization of support tickets and resource allocation.
- Reviewed daily reports to identify trends in user-reported issues, proactively addressing potential problems before they escalated further.
- Mentored junior team members in developing their technical expertise and customer service skills.
- Developed performance metrics for evaluating help desk team members'' success and areas for improvement.
- Implemented staff training programs to boost technical knowledge and improve customer interactions.
- Managed escalations, collaborating with cross-functional teams to resolve critical cases promptly.
- Supervised help desk team members, ensuring high-quality support and customer service.
- Wrote training manuals for POS device usage.
- Wrote and presented reports on help desk activities.
- Coordinated scheduling for help desk staff coverage during peak hours or periods of high demand, ensuring adequate assistance was available when needed most.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Helped streamline repair processes and update procedures for support action consistency.
- Compiled and accurately entered data for each customer encounter to record in system.
IT Help Desk
SmartSwitch Botswana
03.2012 - 08.2013
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked effectively in fast-paced environments.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Organized and detail-oriented with a strong work ethic.
- Learned and adapted quickly to new technology and software applications.
- Resolved problems, improved operations and provided exceptional service.
- Proved successful working within tight deadlines and a fast-paced environment.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Call Centre Agent
Mascom - Orinoco Call Centre
08.2011 - 02.2012
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed approximately 100 incoming calls while providing exceptional customer support and maintaining professional composure.
- Provided personalised assistance to clients, fostering strong relationships and promoting brand loyalty.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call centre operations.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Delivered consistent, top-notch performance under pressure during peak calling hours or challenging situations.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Met customer call guidelines for service levels, handle time, and productivity.
- Educated customers about billing, payment processing, and support policies and procedures.
- Investigated and resolved customer enquiries and complaints quickly.
- Delivered prompt service to prioritise customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promptly responded to enquiries and requests from prospective customers.
- Maintained up-to-date knowledge of product and service changes.
- Enhanced customer satisfaction by efficiently addressing and resolving enquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Administration and Support Officer
Botswana Telecommunications Corporation
07.2009 - 12.2010
- Utilised proven problem-solving methods in accordance with company policy to enhance client satisfaction.
- Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
- Balanced multiple priorities effectively by utilising strong organisational skills and proactive task management techniques.
- Maintained detailed records of customer interactions, ensuring accurate information is available for future reference.
- Improved customer satisfaction by addressing and resolving support issues promptly and professionally.
- Oversaw budget and tracked expenses against plans.
- Managed approximately 30 incoming calls, emails, and faxes per day from customers, both internal and external.
- Assisted in the development of internal documentation for new hires to expedite their onboarding process successfully.
- Improved information collection and recordkeeping accuracy by creating, updating, and managing customer communications.
- Served as a reliable point of contact between clients and specialised teams within the organisation, streamlining communication pathways effectively.
- Made decisions affecting daily operations, such as overseeing purchasing and inventory management.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Increased efficiency and team productivity by promoting operational best practices.
- Met customer call guidelines for service levels, handle time, and productivity.
- Responded proactively and positively to rapid change.
- Promoted a superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered prompt service to prioritise customer needs.
Education
Executive MBA (EMBA) - Master in Business Administration
Botswana Open University (BOU)
Gaborone, Botswana 08.2022 - Current
Post-Graduate Certificate - Enterprise Risk Management (ERM)
Botswana Accountancy College
Gaborone, Botswana 01.2021 - 06.2021
Bachelor of Information Systems (Business) - Business
University of Botswana
Gaborone, Botswana 08.2013 - 10.2017
Skills
Office and Staff management
Customer service management
Developing policies and procedures
Budgeting and expense monitoring
Project planning
Organizational leadership
Critical and Analytical thinking Skills
Team collaboration
Event planning
Performance evaluations
Verbal and written communication
Problem-solving and Decision-making
Certification
Certificate of Proficiency (COP) - Long Term Insurance
Timeline
Contact Centre & Admin Manager
SmartSwitch Botswana
07.2024 - Current
Executive MBA (EMBA) - Master in Business Administration
Botswana Open University (BOU)
08.2022 - Current
Post-Graduate Certificate - Enterprise Risk Management (ERM)
Botswana Accountancy College
01.2021 - 06.2021
Helpdesk Supervisor
SmartSwitch Botswana
12.2018 - 06.2024
Bachelor of Information Systems (Business) - Business
University of Botswana
08.2013 - 10.2017
IT Help Desk
SmartSwitch Botswana
03.2012 - 08.2013
Call Centre Agent
Mascom - Orinoco Call Centre
08.2011 - 02.2012
Administration and Support Officer
Botswana Telecommunications Corporation
07.2009 - 12.2010
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