Keikantse Marata
Gaborone
Summary
A seasoned Customer Service practitioner with a remarkable record of top performance and proven ability to strategically plan and influence successful implementation. A leader who can effectively communicate goals to others as well a monitor and evaluate implementation progress for impactful high quality delivery to contribute to the mandate of an organization.
Overview
19
19
years of professional experience
Work History
Customer Service Lead
Bolux Group
10.2023 - Current
- Supervises a team of 9 customer service consultants nationwide to meet prescribed operational outcomes within established systems, ensuring high levels of customer satisfaction.
- Reviewed and improved customer service processes, procedures, and objectives to enhance operational efficiency and meet service standards.
- Compiled daily, weekly and monthly performance reports, analyzing key metrics to inform strategic decision-making by senior management.
- Monitored and evaluated consultants performance using performance management systems, providing coaching and feedback to improve adherence to set customer service standards.
- Oversees Order Processing, Invoicing, Pricing updates and the Export Process for accuracy and completeness.
- Managed shift scheduling for team members, ensuring the customer service office remained accessible to customers at all times.
- Implemented and monitored budget for overtime and leave, identifying opportunities for cost reduction and efficiency improvements.
- Coordinated client management activities, offering support in accordance with established procedures to maintain smooth operations.
- Resolved customer complaints and queries efficiently, providing timely feedback and ensuring customer satisfaction in line with service standards.
- Conducted customer satisfaction surveys to assess satisfaction levels, identify customer needs, and provide actionable insights to management for continuous informed service enhancement.
- Oversees efficient processing of all the outstanding orders and advised on model stocks across all distribution depots.
- Managed the motivation, discipline, and development of staff to align with corporate objectives.
- Conducted call and service quality monitoring, identified performance gaps, and developed staff training programs to enhance efficiency and competency.
- Led the recruitment process, interviewing and selecting new agents to meet the growing demands of the contact centre.
Projects Financial and Administration Manager
HaskoningDHV Botswana
01.2014 - 05.2022
- Managed all company administration activities for the Botswana office (financial management, office administration, property management, projects management, fleet management, supplies management, and records management)
- Managed the company financial management activities like budget process input, invoicing, monthly reporting on business performance (debtors aging, EBIDTA, cash flow management) and financial risk management mitigation, accounts reconciliation, monthly projects forecasting, creditors and debtor age reporting, co-custodian and authorizer of all company payments systems with the Managing Director i.e Cash, Bank Cheques and the Online Banking
- Contributed in both internal and external auditing exercises
- Timely processing and payment of Income Tax, VAT returns, Assessment Tax etc
- Responsible for all project invoicing, invoicing schedules, and debtors payment follow ups
- Managed variance analysis and providing insight to ensure the variances in the budget were more favourable than adverse.
- Lead audit engagements and was tasked with conflict resolution and leadership within the team spectrum and ensuring the team met tight deadlines while ensuring that team motivation was not dampened
- Identified management control weaknesses and provided value added suggestions for remediation
- Prepared reports and supporting documentation for both internal and external audit exercises
- Ensured company administration compliance in terms of registration with all the relevant government and private regulatory and professional authorities i.e PPADB, Registrar of Companies, BURS, ACEB, ERB etc
- Ensures adherence to the records management Quality Management System in relation to company documentation, contributed to policy development, annual business planning and strategy development
- Overseen purchasing of all office equipment and supplies, and timely transport and accommodation arrangements of the director and staff members on various business activities
- Managed all the human resources activities relating to all administration and technical staff for the Botswana office
- This involved processing monthly salary payroll payments i.e Employee Disability Insurance, monthly Pension, monthly PAYE and Medical Aid subscriptions, induction programme for new staff on-boarding, performance monitoring and evaluation, staff leave programme, various employee benefits, advise the regional office on Botswana employee labour legislations
- Ensures the security and management of all company assets and human resources
- Administrative support during tender proposal process with all relevant compliance documentation and administrative duties relevant for new business acquisition
Projects Manager
University of Botswana
04.2010 - 12.2013
- Ensured adherence to contractual administrative and financial policies and practices of different research sponsors i.e the European Union (Science and Technology ACP program), Swedish International Development Agency, Erasmus Mundus, Common-Wealth program, and the University of Botswana i.e financial and compliance audits of the project as per donor contractual terms
- Participated in the development and implementation of the UB annual operational plan for the research projects detailing activities, milestones and all resource requirements, and related budget
- Contributed to the development of various UB Research Policies and guidelines i.e Policy on the Calculation of Indirect Costs for Externally Funded Research Grants, Policy of Incentives of University Researchers, Guidelines on establishing International Partnerships and Guidelines on the management and use of research data etc
- Financial and Technical reporting of the project deliverables to the Project Director, Sponsor and other stakeholders
- Coordination of project administration including organizing all benchmarking activities, training workshops and project meetings related to the project, correspondence, recordkeeping, travel, and accommodation arrangements; liaison within the project team, university structures, funding organizations, relevant government departments, and other stakeholders
- Procurement and management of projects equipment and supplies
- Facilitation of workshops on Research Pre-award and Post-award Grants Administration and Management to post graduate students and academic staff members, including academic staff from other regional universities i.e Eduardo Mondlane University in Mozambique, and University of Yaounde I
- Facilitation of research collaboration regional conferences on the Research and Innovation Improvement Management in the ACP regions
- Management of the UB digital research management system and digital research depository system at Office of Research & Development, and other duties as required by the Deputy Director
Human Resource Management External Consultant
Institute of Development Management
01.2006 - 09.2010
- Development and teaching of course material and achieved a student performance success rate of 93%.
- Supervision of 20 practitioners on the course research projects.
- Monitoring and evaluation of performance and skills acquisition
Program Coordinator
University of Botswana
09.2007 - 03.2010
- Ensured adherence on compliance to National Institute of Health (NIH, USA), University of Pennsylvania and University of Botswana funding policies and regulations
- Concurrently managed other projects i.e Project on “Baseline Assessment of HIV/AIDS knowledge among Adolescents in Botswana” funded by UNICEF, “A Comparative Study of Teacher Quality and Student Performance in Southern Africa”, sponsored by the Spencer Foundation, in partnership with Stanford University, and “and Harvard University Project on “An HIV Prevention Program for Mochudi, Botswana”
- Ensured strategic planning, monitoring, and coordination of projects resources, processes, and systems to ensure successful deliverables
- The role also entailed budgeting, financial management & reporting, internal and external auditing, research report writing, information dissemination, drafting of contract agreements with different sponsors and other collaborative research partners
- Procurement and management of projects equipment and supplies
- Acted as a liaison within the project team, university structures, funding organizations, relevant government departments, and other stakeholders
Education
Diploma - Financial Management
Association of Chartered Certified Accountants
01.2008
Advanced Diploma - Human Resource Management
Institute of Commercial Management
01.2008
Master - Business Administration
De Montfort University
01.2005
Post Graduate Diploma - Education
University of Botswana
Botswana01.2001
Bachelor of Science - Chemistry & Environmental Science
University of Botswana
Botswana01.2000
Skills
- Leadership
- Result Oriented
- Problem Solving
- Analytical thinking
- Customer Focus
- Strategic Thinking
- People Management skills
- Process Management
Driverlicenseclass
Class B
Personal Information
Gender: Female
References
- Mr M. Kgano, Morgan Ris & Wells Consult (Pty) Ltd, P.O. Box 1517, Gaborone, +267 3117155, monthusi@morgan-ris.co.bw
- Dr Jose-Jackson Malete, Michigan State University, Jacks184@msu.edu
- Dr Dimpho Ralefala, Office of Research and Development, University of Botswana, Private Bag 708, Gaborone, Botswana, +267 72493249, ralefalad@ub.ac.bw
Professional Development
- In progress, Affiliate Chartered Global Management Accountant, Chartered Institute of Management Accounting
- 08/01/08, Diploma in Financial Management, Association of Chartered Certified Accountants
- 08/01/08, Advanced Diploma in Human Resource Management, Institute of Commercial Management (UK)
- 01/01/03 - 12/31/05, Master in Business Administration, De Montfort University (UK)
- 01/01/00 - 12/31/01, Post Graduate Diploma in Education, University of Botswana
- 08/01/21, Finance Foundations, LinkedIn
- 11/01/20, Financial Analysis- Introduction to Business Performance Analysis, LinkedIn
- 11/01/20, Learning Data Science- Using Agile Methodology, LinkedIn
- 11/01/20, Managing Technical Professionals, LinkedIn
- 11/01/20, Microsoft Teams- Administration Grundkurs, LinkedIn
- 11/01/20, Learning Excel: Data Analysis, LinkedIn
- 09/01/07, NIH Grant Management Training, Johannesburg, South Africa
- 10/01/07, Quality Report Writing, University of Botswana
- 05/01/08, Administration and Financial Management of NIH projects, University of Pennsylvania
- 05/01/10, Accounting and Financial Policy- Project Financial Regulations, University of Botswana
- 11/01/10, ICDL training, University of Botswana
- 04/01/10, Managing Research for Impact: New Approaches to Research and Innovation Management, INORMS 2010 Conference, Cape Town, South Africa
- 02/01/14, Project Management Finance, Royal HaskoningDHV, South Africa
Timeline
Customer Service Lead
Bolux Group
10.2023 - Current
Projects Financial and Administration Manager
HaskoningDHV Botswana
01.2014 - 05.2022
Projects Manager
University of Botswana
04.2010 - 12.2013
Program Coordinator
University of Botswana
09.2007 - 03.2010
Human Resource Management External Consultant
Institute of Development Management
01.2006 - 09.2010
Advanced Diploma - Human Resource Management
Institute of Commercial Management
Master - Business Administration
De Montfort University
Diploma - Financial Management
Association of Chartered Certified Accountants
Post Graduate Diploma - Education
University of Botswana
Bachelor of Science - Chemistry & Environmental Science
University of Botswana
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