Gaolefufa Thato Phele
FRONT DESK OPERATOR
Gaborone,OODI
Summary
Dedicated and customer-focused professional with over 15 years of experience in customer service, administration, reception, retail operations, and call centre environments. Proven ability to deliver exceptional customer experiences, resolve client concerns efficiently, and maintain high standards of professionalism in fast-paced environments. Strong interpersonal and communication skills, with experience handling customer enquiries, administrative support, inventory control, office coordination, and confidential information. A reliable, adaptable, and service-driven individual who works well independently and as part of a multicultural team.
To obtain a position as a Crew Purser, Guest Services Representative, or Retail Associate, where I can apply my extensive customer service, administrative, communication, and organizational skills to provide exceptional guest experiences while contributing to the success and reputation of the organization.
Overview
17
17
years of professional experience
Work History
Secretary
Molefi Senior Secondary School
01.2006
- Provided administrative and secretarial support to the school management and staff.
- Managed the reception area, welcoming visitors and responding to enquiries professionally.
- Answered, screened, and directed telephone calls to the appropriate departments.
- Prepared, typed, and distributed letters, reports, memoranda, and other official documents.
- Received, recorded, and distributed incoming mail and managed outgoing correspondence.
- Maintained accurate filing systems, records, and confidential documents.
- Scheduled appointments, meetings, and maintained office diaries and calendars.
- Operated office equipment, including computers, printers, photocopiers, scanners, and switchboards.
- Ordered and monitored office stationery and supplies.
- Assisted with data entry, record keeping, and general office administration.
- Supported staff with administrative tasks and ensured the smooth day-to-day operation of the office.
- Maintained professionalism, confidentiality, and excellent customer service when interacting with students, parents, staff, and visitors.
- Key Responsibilities
Front Desk and Customer Support Agent
E.G Couriers
02.2026 - Current
- Welcomed customers and visitors in a professional and friendly manner.
- Assisted customers with parcel bookings, courier services, and shipment enquiries.
- Received, processed, and issued parcels for local and international delivery.
- Provided customers with shipment tracking information and delivery updates.
- Handled customer complaints and resolved service issues promptly and professionally.
- Answered incoming telephone calls, emails, and online enquiries.
- Verified customer information and ensured accurate completion of shipping documentation.
- Processed payments, issued receipts, and balanced daily cash transactions where applicable.
- Maintained accurate records of parcels received, dispatched, and delivered.
- Coordinated with warehouse staff and delivery drivers to ensure timely dispatch and delivery of shipments.
- Assisted customers with packaging requirements and shipping regulations.
- Maintained confidentiality of customer and shipment information.
- Performed general administrative duties, including filing, photocopying, scanning, and data entry.
- Managed office supplies and maintained a clean, organized reception area.
- Ensured compliance with company policies, security procedures, and health and safety standards.
- Worked effectively to meet customer service targets while maintaining high service quality.
- Key Responsibilities
Call Agent / Customer Service Representative
Orinoco Call Centre (Orange Botswana)
01.2024 - 01.2026
- Responded to inbound and outbound customer calls in a professional and courteous manner.
- Assisted customers with enquiries regarding products, services, accounts, and billing.
- Resolved customer complaints efficiently while maintaining a high level of customer satisfaction.
- Accurately captured customer information and updated records in the customer management system.
- Processed service requests, orders, cancellations, and account changes.
- Provided customers with accurate information on company products, services, promotions, and policies.
- Escalated complex customer issues to the appropriate department when necessary.
- Maintained confidentiality of customer information and complied with company policies.
- Achieved daily and monthly performance targets, including quality, productivity, and customer satisfaction metrics.
- Followed call scripts and standard operating procedures while providing personalized customer service.
- Documented all customer interactions accurately and completely.
- Collaborated with team members and supervisors to improve service delivery and customer experience.
- Managed multiple tasks effectively in a fast-paced call centre environment.
- Demonstrated professionalism, empathy, and patience when dealing with customers.
- Contributed to continuous improvement by providing feedback on customer trends and service challenges.
- Key Responsibilities
Senior Typist / Secretary / Personal Assistant
Kgatleng District Health Management Team (DHMT)
01.2022 - 01.2023
- Provided comprehensive secretarial and administrative support to the District Health Management Team.
- Prepared, typed, edited, and formatted letters, reports, meeting minutes, presentations, and official correspondence.
- Managed executives' calendars, scheduled meetings, and coordinated appointments.
- Received and screened telephone calls, emails, and visitors, directing enquiries to the appropriate personnel.
- Recorded and distributed meeting agendas and minutes, ensuring timely follow-up on action items.
- Maintained confidential records, personnel files, and administrative documentation.
- Managed incoming and outgoing correspondence, including mail, courier services, and electronic communications.
- Operated office equipment such as computers, printers, scanners, photocopiers, and switchboards.
- Coordinated travel arrangements, accommodation bookings, and logistics for meetings and official duties where required.
- Ordered, monitored, and maintained office stationery and supplies.
- Organized filing systems, ensuring accurate record management and easy retrieval of documents.
- Assisted in preparing reports, presentations, and statistical data for management.
- Liaised with internal departments, health facilities, and external stakeholders to facilitate effective communication.
- Ensured compliance with government administrative procedures and maintained high standards of professionalism and confidentiality.
- Performed any other administrative duties as assigned by management.
- Key Responsibilities
Fantasy Operator / Window Controller
KGK Diamonds Company
01.2015 - 01.2022
- Managed the receipt, issuance, and return of diamonds and other valuable materials in accordance with company procedures.
- Maintained accurate inventory records and ensured stock balances matched physical inventory.
- Operated computerized inventory management systems to record and track the movement of diamonds.
- Verified, scanned, and documented all materials to ensure accuracy and traceability.
- Monitored inventory levels and reported discrepancies promptly.
- Coordinated the allocation of materials and work assignments to support production schedules.
- Ensured compliance with strict security, quality assurance, and operational procedures.
- Maintained confidentiality while handling high-value assets.
- Collaborated with production teams to ensure the timely flow of materials.
- Assisted internal staff by responding to material requests and providing efficient customer service.
- Performed daily stock reconciliations and prepared inventory reports.
- Maintained a clean, organized, and secure work environment in accordance with company standards.
- Key Responsibilities
Customer Service Consultant / Call Agent
Orinoco Call Centre (Mascom Call Centre Botswana)
01.2010 - 01.2015
- Handled inbound customer calls, providing professional and efficient customer support.
- Assisted customers with enquiries regarding mobile products, services, accounts, billing, and promotions.
- Resolved customer complaints and service issues promptly while maintaining a high level of customer satisfaction.
- Accurately captured customer information and updated records in the customer relationship management (CRM) system.
- Logged all customer interactions and service requests in accordance with company procedures.
- Processed service requests, account updates, SIM activations, and other customer transactions.
- Escalated complex issues to the appropriate departments for timely resolution.
- Educated customers on company products, services, and self-service options.
- Met and exceeded key performance indicators (KPIs), including call quality, productivity, and customer satisfaction targets.
- Maintained confidentiality of customer information and complied with company policies and data protection standards.
- Worked collaboratively with team members and supervisors to improve service delivery and operational efficiency.
- Demonstrated professionalism, empathy, and effective communication when handling customer enquiries.
- Key Responsibilities
Education
Diploma - Human Resource Management
Alison University
Alison, Mount Carmel, Loughrea, Co. Galway Ireland01-2023
Certificate - Occupational Health & Safety Management
Alison University
01-2022
Certificate - Basic First Aid
Eagle Risk Control Training Academy
01-2019
Certificate - Secretarial Studies
Realic Professional & Technical College
01-2006
Skills
- Customer Service Excellence
- Guest Relations & Hospitality
- Professional Communication
- Telephone & Email Etiquette
- Cash Handling & Retail Operations
- Administrative Support
- Reception & Front Desk Management
- Inventory & Stock Control
- Conflict Resolution
- Teamwork & Collaboration
- Problem Solving
- Time Management
- Microsoft Office Suite
- Filing & Documentation
- Switchboard Operations
- Ability to Work Under Pressure
- Outstanding customer service skills
- Strong communication abilities
- Excellent interpersonal skills
- Attention to detail
- High level of integrity
- Reliable and trustworthy
- Professional appearance
- Adaptable and flexible
- Ability to multitask
- Fast learner
- Excellent organizational skills
Timeline
Front Desk and Customer Support Agent
E.G Couriers
02.2026 - Current
Call Agent / Customer Service Representative
Orinoco Call Centre (Orange Botswana)
01.2024 - 01.2026
Senior Typist / Secretary / Personal Assistant
Kgatleng District Health Management Team (DHMT)
01.2022 - 01.2023
Fantasy Operator / Window Controller
KGK Diamonds Company
01.2015 - 01.2022
Customer Service Consultant / Call Agent
Orinoco Call Centre (Mascom Call Centre Botswana)
01.2010 - 01.2015
Secretary
Molefi Senior Secondary School
01.2006
Certificate - Secretarial Studies
Realic Professional & Technical College
Certificate - Basic First Aid
Eagle Risk Control Training Academy
Certificate - Occupational Health & Safety Management
Alison University
Diploma - Human Resource Management
Alison University
Section name
Referees available upon request
netball singing worship
Hobbies
Netball, Singing and worship
Languages: English and Setswana