KAGISO MOREWANE
CUSTOMER SERVICES MANAGER
Gaborone,botswana
Summary
Dynamic Customer Experience Manager with a proven track record at M Holdings Pty Ltd, excelling in customer journey mapping and relationship building. Spearheaded process improvements that reduced case volume by optimizing support channels, while fostering a culture of continuous improvement and teamwork, resulting in enhanced customer satisfaction and loyalty.
Customer-focused professional with proven track record in managing and improving customer experiences. Skillfully led teams to achieve high levels of customer satisfaction and loyalty. Known for effective collaboration and adaptability in dynamic environments. Proficient in resolving complex issues and implementing strategic improvements.
Developed expertise in customer relationship management and problem-solving in fast-paced environment. Honed skills include effective communication and strategic thinking, aimed at improving customer satisfaction. Looking to transition into new field, leveraging these transferable skills. Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.
Overview
13
13
years of professional experience
1
1
year of post-secondary education
1
1
Language
Work History
CUSTOMER EXPERIENCE MANAGER
M HOLDINGS PTY LTD
Gaborone, Gaborone
01.2023 - Current
- Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
- Established cross-functional teams for improved communication between departments and better customer experiences.
- Collaborated with marketing teams to align messaging and promotions with customer needs and expectations.
- Reduced response time to customer inquiries by optimizing support channels.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Developed new employees and on-going performance assessment of current employees.
- Organized quarterly workshops for continuous skill development among team members, promoting a culture of excellence in customer service delivery.
- Spearheaded a process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Increased employee retention through effective training and mentorship programs.
- Championed customer-centric culture within company, leading by example and rewarding exceptional customer service behaviors.
- Enhanced team performance with regular coaching sessions focused on empathy and problem-solving skills in customer interactions.
- Managed diverse team of customer service representatives, fostering inclusive environment that valued different perspectives.
- Designed and executed customer satisfaction surveys to gather actionable insights, leading to targeted service enhancements.
- Collaborated with product development team to incorporate customer feedback into future product iterations.
- Reduced response time to customer inquiries by implementing advanced CRM system.
- Analyzed customer feedback data to identify trends and areas for improvement.
- Conducted in-depth analysis of customer feedback to identify trends and areas for improvement.
- Created and managed social media campaigns to increase brand engagement.
- Implemented data-driven strategies to identify areas needing improvement in the customer journey.
- Improved customer engagement with personalized communication strategies across multiple platforms.
- Streamlined customer service processes, leading to more efficient resolution of inquiries and complaints.
- Analyzed customer journey maps to pinpoint friction points and implemented strategies to smooth customer experience.
- Elevated customer satisfaction scores by implementing customer feedback loop that addressed concerns promptly.
Branch Manager
Standard Chartered Bank
Gaborone, Botswana
03.2018 - 02.2021
- 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.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- 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.
- Consulted customers to boost product sales and services.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Complied with regulatory guidelines and requirements.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
- Coordinated marketing campaigns tailored towards target audience segments resulting in increased brand awareness within the local community.
- Drove cross-selling efforts by collaborating with various departments within the organization to maximize revenues from existing clients.
- Examined customer loan applications for loan approvals and denials.
- Cultivated lasting relationships with high-value clients, securing their loyalty through exceptional service and advice.
- Enhanced branch visibility and market presence by orchestrating community engagement initiatives.
- Spearheaded community outreach programs, reinforcing branch's commitment to social responsibility and building community ties.
- Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity.
- Fostered culture of excellence and accountability, resulting in branch consistently exceeding performance targets.
- Increased customer satisfaction with personalized banking solutions, tailoring services to meet individual financial goals.
- Implemented rigorous risk management protocols, safeguarding against potential financial threats.
- Boosted branch revenue by strategically analyzing market trends and aligning financial products to customer needs.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Complied with established internal controls and policies.
- Analyzed business processes to identify cost savings and operational efficiencies.
- Monitored market trends to identify new business opportunities and capitalize on potential growth areas within the community or region served.
Branch Operations Manager
Standard Chartered Bank
Gaborone, Botswana
02.2015 - 12.2019
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
- Contributed to ongoing process improvements that led to increased efficiency across various aspects of branch operations.
- Performed monthly compliance checks.
- Trained employees on proper procedures and strategies to improve productivity.
- Monitored financial transactions to detect any suspicious activity or potential fraud.
- Improved branch efficiency by streamlining operations and implementing new processes.
- Enhanced customer experience by providing exceptional service and addressing concerns promptly.
- Organized staff schedules to ensure adequate coverage during peak business hours while maintaining employee satisfaction.
- Collaborated with senior management to create strategic plans for future branch growth and expansion.
- Established best practices for resolving client issues quickly while maintaining high standards of professionalism.
- Overhauled outdated operational procedures to increase branch effectiveness and reduce errors.
- Maintained friendly and professional customer interactions.
- Maintained compliance with industry regulations, minimizing risk exposure for the company through diligent oversight of operations.
- Implemented cost-saving measures to reduce overhead expenses without sacrificing quality or service levels.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Complied with regulatory guidelines and requirements.
- Consulted customers to boost product sales and services.
- Complied with established internal controls and policies.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Analyzed business processes to identify cost savings and operational efficiencies.
- Conducted financial due diligence on potential investments and acquisitions.
- Managed approximately 30 incoming calls, emails and faxes from customers
- Increased client and supplier satisfaction by solving complex issues with efficient resolutions.
Customer Services Officer
Standard Chartered Bank
12.2012 - 04.2015
- Implemented process improvements based on performance metrics analysis, leading to increased productivity within the department.
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
- Streamlined call handling processes for improved efficiency and reduced wait times.
- Described product and service details to customers to provide information on benefits and advantages.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Managed high call volumes while maintaining a calm demeanor and professional attitude under pressure.
- Provided support during peak periods, effectively managing workload to avoid dropped calls or missed opportunities.
- Facilitated successful cross-departmental communication to ensure seamless coordination in resolving customer inquiries.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business.
- Enhanced customer satisfaction by providing timely and accurate information on products and services.
- Handled escalated customer concerns with diplomacy and tact, finding agreeable solutions that satisfied both parties.
- Balanced competing priorities effectively while consistently meeting deadlines in a fast-paced work environment.
- Increased customer loyalty through personalized interactions, building rapport with clients.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed complement of 20 subordinates to enhance efficiency
Customer Services Officer
Standard Chartred Bank
Gaborone, Botswana
10.2012 - 03.2015
Education
High School Diploma -
NATIONAL INSTITUTE OF INFORMATION TECHNOLOGY (NIIT
Gaborone, Botswana 07.2006 - 09.2007
Skills
Customer feedback management
Time management
Client relationship management
Customer relationship management
READING, HIKING, CHURCH, EXERCISING
READING MOTIVATIONAL BOOKS AND NEWS PAPERS, HIKING ON WEEKENDS, GOING TO CHURCH ON SUNDAYS AND REGULAR EXERCISES DAILY
Timeline
CUSTOMER EXPERIENCE MANAGER
M HOLDINGS PTY LTD
01.2023 - Current
Branch Manager
Standard Chartered Bank
03.2018 - 02.2021
Branch Operations Manager
Standard Chartered Bank
02.2015 - 12.2019
Customer Services Officer
Standard Chartered Bank
12.2012 - 04.2015
Customer Services Officer
Standard Chartred Bank
10.2012 - 03.2015
High School Diploma -
NATIONAL INSTITUTE OF INFORMATION TECHNOLOGY (NIIT
07.2006 - 09.2007
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