Charity Mmopelwa Nee Segokgo

• Management of Channels (Direct Shops, Retail, Partner Distribution Centre, Shop in Shop, Sales Support, Banks, Orange E-shop and SOHO). (122 employees, 2 labor brokers, 15 direct shops, 12 retail partners and 8 banks). Partner Service Point revenue on distribution at over 4 billion per year
• Direct and Indirect distribution transformation strategy definition, cascading and execution of all the initiative - latest strategy 2024-2028
• Maximized performance by monitoring daily activities and mentoring team members - channels contributes 90% of Orange Botswana revenue
• Ensure acquisitions of strategic partnerships and develop existing business partnerships through strategic business initiatives
• Expansion of direct and indirect distribution channels ( developed shop in shop concept with over 350 point of sales
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery- use queue management, retail surveys and mystery shopper to foster high quality of service
• Developed and maintained relationships with customers and suppliers through account development.
• Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.- managing CAPEX of BWP 4 million and OPEX of BWP 2 million
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
• Reduced operational costs through comprehensive process improvement initiatives and resource management.
• Increased market share with strategic business development efforts, expanding into untapped markets. Orange Botswana leadership in the market at 46%
• Organized professional development programs for staff, leading to improved performance and skill sets.
• Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
• Oversaw inventory management, optimizing stock levels, and reducing waste.
• Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality.
• Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
• Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Defined clear targets and objectives and communicated to other team members.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement (4 individuals promoted to managerial positions)
• Established performance goals for employees and provided feedback on methods for reaching those milestones use of performance management systems and Performance improvement programs
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Established team priorities, maintained schedules and monitored performance.

• Collaborated with colleagues and support staff to maximize team efficiency.
• Monitored partner performance and provided feedback on areas of improvement- monthly performance tracker and quarterly business review
• Streamlined internal processes, fostering improved efficiency and productivity within the firm.
• Achieved successful client outcomes by identifying and addressing their unique needs and goals.
• Streamlined operational processes, reducing costs and improving efficiency across organization- increase performance of internal channels to reduce cost
• Implemented rigorous quality control measures, ensuring highest standards of service delivery.
• Developed and implemented strategic plan for entering new markets, resulting in substantial increase in brand visibility and market share.
• Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth - CAPEX and OPEX budget used within 1st quarter of financial year
• Achieved departmental goals by developing and executing strategic plans and performance metrics - use teams to drive and track achievement of goals
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives - 100% employees meeting expectation on PMS
• Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
• Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
• Oversaw inventory management, optimizing stock levels, and reducing waste.
• Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
• Increased market share with strategic business development efforts, expanding into untapped markets - shop in shop concepts boosted performance by 70% on handsets and accessories for retail channel
• Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
• Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.

• Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
• Led employee relations through effective communication, coaching, training, and development. - 4 absorbed by the company under my leadership
• Regular performance reviews, constructive feedback, and personal development plans.
• Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines. Performed quarterly quality assurance to company processes since 2018.
• Negotiated with vendors for better rates, reducing project costs and increasing profitability. - reduced commissions from 10% to 5% for vendors.
• Coordinated with other department heads to ensure alignment of team goals with overall company strategy.

• Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
• Maintained friendly and professional customer interactions.
• Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
• Implemented effective sales strategies to achieve branch targets and exceed expectations consistently - achieved over 8% of the target
• Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
• Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
• Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
• Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
• Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
• Optimized branch inventory management practices for improved product availability and reduced stock obsolescence costs.
• Fostered culture of excellence and accountability, resulting in branch consistently exceeding performance targets.
• Cultivated lasting relationships with high-value clients, securing their loyalty through exceptional service and advice.
• Analyzed business processes to identify cost savings and operational efficiencies.
• Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
• Coached employees on best practices, providing constructive feedback to support their professional growth.
• Increased employee competency with creation of targeted skill development paths.
• Provided coaching and mentoring to employees.
• Conducted comprehensive needs assessments for tailored training programs, enhancing employee performance.
• Pioneered mentorship program, fostering professional growth and development.
• Elevated participant engagement by developing interactive training modules.
• Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
• Developed and executed performance management programs to increase employee engagement and productivity.
• Developed and implemented successful onboarding program.
• Developed job-specific competencies and performance standards.

A certification without graduation

Programme commence on the 17th March 2025, a 3 year program expected to end March 2028

• Study Abroad: MBA - online
• Completed 2 year program in 1 year 6 months

Study Abroad: Pretoria South Africa

2001 - Bachelor of Arts

2002 - 2003 - Bachelor of Commerce in Business Management and Industrial Psychology ( 3 year program completed in 2 years)