Comfort Mphetolang
Gaborone,Gaborone
Summary
Comfort aims to succeed in an environment of growth and excellence and earn a job which provides job satisfaction and self-development and helps me achieve personal as well as organization goals. An opportunity for growth and career advancement as successful achievements. Enthusiastic eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of the industry. motivated to learn, grow and excel in any position I hold.
Dedicated professional with a passion for excelling in a dynamic environment focused on growth and excellence. Seeking a role that promotes job satisfaction, self-development, and the accomplishment of personal and organizational goals. Committed to contributing to team success through hard work, attention to detail, and strong organizational skills. Possesses a clear understanding of the industry and is motivated to continuously learn, grow, and excel in any position. Aspires for opportunities for career advancement and successful accomplishments. Motivated professional with a diverse background in customer-facing roles. Delivers exceptional service and support through effective communication and problem-solving abilities. Cultivates strong relationships and fosters collaboration to enhance overall team performance.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Operations Assistant
ACS Global Forwarding/ TH transport holdings
Gaborone
09.2025 - Current
- Administrative Support: Managing documentation, organizing files, handling correspondence, and preparing reports, spreadsheets, and presentations.
- Operational Coordination: Assisting with daily workflow, monitoring schedules, and coordinating with departments to improve productivity.
- Inventory & Vendor Management: Tracking inventory, ordering supplies, and liaising with vendors or contractors.
- Record Keeping: Updating company data, maintaining database accuracy, and ensuring compliance with company policies.
- Communication: Acting as a point of contact for internal staff and external stakeholders, answering queries, and handling complaints.
- Process Improvement: Recommending and implementing changes to increase efficiency and support the operations manager
Call Centre Agent
Staffwise Pty Ltd
Gaborone
01.2025 - 03.2025
- Customer Support & Queries: Answering, handling, and resolving client inquiries across phone, email, and social media channels, ensuring high customer satisfaction.
- Complaints Management: Logging and resolving complaints in line with company policy to maintain professional service.
- Sales & Product Knowledge: Promoting, selling, and providing recommendations for products and services to customers.
- Technical Troubleshooting: Using open questions, system training, and support documents to troubleshoot and solve user issues.
- Data Entry & Reporting: Creating tickets, updating customer databases, and processing orders within the system.
- Performance Metrics: Meeting daily/weekly sales targets and maintaining Key Performance Areas.
Customer Service Advisor
DHL Botswana
Gaborone
12.2021 - 11.2022
- Accept and register booking for DHL Services
- Offer alternatives to customers and potentially turn information calls into sales leads or identify other value-added services
- Enhance service experience in DHL by exercising professionalism and empathy when dealing with customers
- Register and book International Bookings(RPA) and updating customers
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Contributed to team meetings with valuable input, fostering a collaborative work environment.
Telesales Executive
DHL Express
Gaborone
07.2021 - 09.2021
- Ensuring a complete target of calls (account customers) for the day
- Maintenance, prospecting, account Opening of existing customers in a portfolio of 500 and more customers
- Administration work, quotations, creating of shipping labels.
- Re opening of closed accounts, discounts.
- Maintenance of the pipeline and ensuring, monthly targets are met.
- Managed a database of leads, ensuring timely follow-up calls and accurate recordkeeping.
- Increased average call duration by refining Customer relations scripts for better engagement with potential customers.
Lead Qualifier
DHL Botswana
Gaborone
01.2019 - 06.2021
- Identify Potential Leads for Account Opening
- Manage Multi channel customers
- Ensure to complete target calls for the day
- Assist with up ranking and other administration work in Sales i.e. quotations
- 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.
Customer Service Advisor
DHL Botswana
Gaborone
07.2017 - 09.2019
- Accept and register booking for DHL Services
- Offer alternatives to customers and potentially turn information calls into sales leads or identify other value-added services
- Enhance service experience in DHL by exercising professionalism and empathy when dealing with customers
- Departmental reports
- Internal and external stakeholder engagement
- Responded to customer needs through competent customer service and prompt problem-solving.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
Customer Service Advisor
DHL Botswana
Gaborone
01.2017 - 03.2017
- Track and trace shipments: Advising customers on the whereabouts of their shipments
- Bookings: Help customers to book their shipments to be sent to their destinations of choice
- Handling customer complaints
- Advising customers on different services when they enquire
- Handling phones.
- After sales service- NPA
Guidance and counselling
Moshupa Senior Secondary School
Gaborone
05.2013 - 08.2013
- Facilitating Guidance and Counseling classes as well as student group meetings
- Counseling
- Helping needy and unprivileged students in school with their monthly necessities.
- Led a team of junior designers, providing mentorship and guidance to improve their skills and expertise.
- Mentored junior members of the talent acquisition team, providing guidance on best practices and career development opportunities within their roles.
- Served as a subject matter expert in access control, providing guidance to colleagues and stakeholders on best practices and industry standards.
Lead Generator
ABSA BANK
Gaborone
01.2010 - 07.2010
- To provide the bank with sales leads for its products by soliciting business from prospective customers
- Assist customers with completing application forms for all bank products, including opening accounts and loan products, as assigned.
- Inform customers of the set requirements, security documentation, processes and procedures that pertain to loan applications
- Generated high-quality leads by researching and identifying potential clients through various online platforms.
- Delivered consistent results by setting achievable goals and working diligently towards achieving them each month.
- Implemented data-driven approaches to identify trends in lead generation efforts, optimizing tactics for better results over time.
- Developed and maintained lasting customer relationships through quick turnaround and strong communication skills.
Education
Diploma - Caregiving
Alison
08-2023
Bachelor of Arts - Social Sciences, Psychology, Sociology
University Of Botswana
Gaborone08-2015
Skills
- Excel
- Microsoft Office Package
- Outlook
- Power point
- SPSS
- Call center operations
- Customer service excellence
- Complaint handling
- Customer relationship management
- Data entry
- Quality assurance
- Microsoft Office
- Team collaboration
- Time management
- Sales administration
- General office maintenance
- Event coordination
- Stress resilience
- Compliance understanding
Certification
- Avoid Procrastination by getting organized instead, 2022-01-02
- Positive Atmosphere: Establishing an Engaged Workforce, 2022-01-07
- Become a great Listener, 2022-01-08
- Navigating Other People's Emotions, 2022-01-09
- Developing a Growth Mind-Set, 2022-01-09
- IELTS, 2023-01-06
Accomplishments
- Sales Champion for the month of June 2020
- Employee of the Quarter 3 Recognition by SSA
- Upseller of the month for several months (Customer Service) In 2018
- DHL FOR HER country Champion
Languages
English
Setswana
Custom Section
Comfort aims to succeed in an environment of growth and excellence and earn a job which provides job satisfaction and self-development and helps me achieve personal as well as organization goals. An opportunity for growth and career advancement as successful achievements. Enthusiastic eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of the industry. I am motivated to learn, grow and excel in any position I hold.
Timeline
Operations Assistant
ACS Global Forwarding/ TH transport holdings
09.2025 - Current
Call Centre Agent
Staffwise Pty Ltd
01.2025 - 03.2025
Customer Service Advisor
DHL Botswana
12.2021 - 11.2022
Telesales Executive
DHL Express
07.2021 - 09.2021
Lead Qualifier
DHL Botswana
01.2019 - 06.2021
Customer Service Advisor
DHL Botswana
07.2017 - 09.2019
Customer Service Advisor
DHL Botswana
01.2017 - 03.2017
Guidance and counselling
Moshupa Senior Secondary School
05.2013 - 08.2013
Lead Generator
ABSA BANK
01.2010 - 07.2010
Diploma - Caregiving
Alison
Bachelor of Arts - Social Sciences, Psychology, Sociology
University Of Botswana