Fikile Kwapa
Customer Experience
Gaborone
Summary
Results-driven team leader with a proven history of surpassing sales goals by implementing effective coaching techniques and innovative sales strategies. Skilled in monitoring performance metrics and fostering a culture of continuous improvement through transparent communication and collaboration across departments. Experienced in integrating risk management principles into business operations to ensure compliance and minimize risks while enhancing overall productivity and customer satisfaction. Holds a solid academic foundation in journalism and currently studying BCOM in Business Management, contributing strong analytical and communication skills to leadership roles.
Overview
2
2
Languages
1
1
Certification
7
7
years of professional experience
Work History
Financial Advisor Botswana Life
Gaborone
2026.02 - Current
Team leader
Bayport Financial Services
2025.08 - Current
- Led a team to enhance operational workflows, resulting in improved service delivery efficiencies.
- Developed training programs that increased team members' product knowledge and customer service skills.
- Implemented process improvements that streamlined client onboarding, enhancing overall customer satisfaction.
- Facilitated regular team meetings to foster collaboration and address service challenges proactively.
- Led a diverse team to exceed sales targets through strategic coaching and performance management.
- Monitored team performance metrics and provided real-time feedback to foster continuous improvement.
- Facilitated regular team meetings to communicate goals, resolve issues, and drive motivation.
- Collaborated with cross-functional departments to streamline operations and improve customer satisfaction.
- Championed risk management initiatives to ensure compliance and minimize operational risks within the team.
- Implemented innovative sales strategies that increased team revenue by 40% within six months.
Risk Champion
Bayport Financial Services
2023.03 - Current
- Led cross-departmental risk assessment initiatives to ensure compliance with regulatory requirements and internal policies.
- Trained and coached team members on risk awareness, promoting a culture of proactive risk management.
- Collaborated with sales and operations teams to integrate risk considerations into business processes, reducing potential losses.
- Monitored emerging risks and industry trends to update risk mitigation plans and maintain organizational resilience.
Sales Officer
Bayport Financial Services
2023.03 - Current
- Led a team of sales representatives to achieve monthly sales targets and improve customer acquisition in Gaborone.
- Maintained and nurtured long-term relationships with key clients, ensuring high levels of customer satisfaction and repeat business.
- Collaborated with the marketing team to design and execute promotions that boosted product visibility and sales.
Customer Experience Officer
Bayport Financial Services
2019.09 - 2023.03
- Collaborated with cross-functional teams to develop and execute customer experience improvement plans.
- Monitored and reported on key customer experience metrics to senior management, driving strategic decision-making.
- Analyzed customer feedback and risk factors to improve service delivery standards and reduce complaints.
- Led a team to enhance customer satisfaction by implementing targeted customer service strategies in Gaborone.
Education
BCOM - Business Management
Imperial School of Business
GaboroneASSOCIATE DEGREE - JOURNALISM
LIMKOKWING UNIVERSITY
GABORONE2017-10
Skills
Problem Solving
Cross-functional Collaboration
Sales Strategy
Customer Satisfaction
Compliance
Communication
Performance Management
Risk Management
Risk Awareness
Extracurricular activities
FOOTBALL Bayport Financial Services, Gaborone Jan 2023 - Present FOOTBALL Bayport Financial Services, Gaborone Jan 2023 - Present
Certification
Certificate in Journalism and media Nov 2013
Interests
Swimming
Courses
- COP-Long term Insurance Aug 2024
- Assessment and management of long-term insurance risks in compliance with regulatory standards.
- Leadership in coordinating long-term insurance sales teams to achieve target goals.
- COP -Short Term insurance Oct 2023
- Analyzed risk assessment techniques specific to property and casualty insurance.
- INDUSTRIAL RELATIONS Mar 2023
- Studied the dynamics of employer-employee relationships and the impact on organizational performance
- Examined conflict resolution techniques and negotiation strategies in the workplace
- August 19, 2025
swimming
Volunteered to be a swimming coach with darrell Mortons school of swimming and Blue wave swimming school. To motivate and encourage people to take swimming as a very crucial survival skill, and it will curb the number of mortalities caused by drowning.
Timeline
Financial Advisor Botswana Life
Gaborone
2026.02 - Current
Team leader
Bayport Financial Services
2025.08 - Current
Risk Champion
Bayport Financial Services
2023.03 - Current
Sales Officer
Bayport Financial Services
2023.03 - Current
Customer Experience Officer
Bayport Financial Services
2019.09 - 2023.03
ASSOCIATE DEGREE - JOURNALISM
LIMKOKWING UNIVERSITY
BCOM - Business Management
Imperial School of Business