KENTSE MOGOROSI-JAMES
Manager
Tlokweng
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Ambitious customer care executive with dedicated service contributing to company's growth and profitability. Excellent communication skills, problem resolution and positive customer experience. Flexible, decisive leader maintaining service, accountability and training for fast-paced environments.
Overview
8
8
years of professional experience
Work History
RECEPTIONIST
Mapale Holdings
11.2015 - 5 2016
- Preparing Invoices
- Answering and transferring calls as necessary
- Handling queries and complaints via phone, email, and general correspondence
- Receiving and dispatching deliveries
- Filling paperwork
STORE MANAGER
Nood Boutique
06.2022 - 11.2023
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Developed strategies for attracting new customers by analyzing demographic data and conducting targeted marketing initiatives.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Supervised guests at front counter, answering questions regarding products.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
CUSTOMER CARE EXECUTIVE & WORKFORCE MANAGER STAND IN
IsonXperiences
10.2021 - 06.2022
- Manage large amounts of inbound calls in a timely manner
- Follow communication scripts when handling different topics
- Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives
- Seize opportunities to upsell products when they arise
- Compilation of daily reports using Microsoft Excel
- Scheduling staff around forecast contact volumes
- Maintaining and analyzing workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement
RECEPTIONIST
Quindara Investments
06.2020 - 08.2021
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Maintained confidentiality of information regarding clients and company.
- Assisted with planning office events and meetings for smooth execution.
- Maintained clean and welcoming reception area, contributing to positive first impression for visitors.
PROMOTIONAL GIGS
KBL & Mascom
05.2019 - 12.2019
- Maintained positive relationships with store staff, ensuring smooth operations during promotional events.
- Worked closely with team members to achieve monthly sales targets and enhance overall performance.
- Organized promotional materials and ensured proper placement within stores, increasing visibility of products.
- Conducted product demonstrations, leading to an increased understanding of products among potential customers.
- Collected valuable feedback from customers and relayed it to the marketing team for continuous improvement of promotional strategies.
- Boosted brand recognition by distributing promotional materials such as flyers, coupons, or samples at public events or in-store promotions.
ACCOUNTS CLERK
Fours Cash and Carry
10.2018 - 01.2019
- Collecting and sorting invoices and cheques
- Keeping a record of business transactions
- Entering data from daily workload into the company's general ledger system
- Monthly bank reconciliations
- Preparing documents submitted to auditors
Education
ASSOCIATION OF ACCOUNTING TECHNICIAN - Part Qualification
Botho University
SAGE PASTEL EVOLUTION - Completed Certificate
OMNI Africa
CUSTOMER CARE REPRESENTATIVE - Completed Certificate
ISONXPERIENCES
BA (Hons) - BUSINESS MANAGEMENT
Botswana Accountancy College
Skills
Data entry
Telephone skills
Office management
Customer service management
Store merchandising
Team building
Retail inventory management
Invoice processing
Bookkeeping
Financial forecasting
Call center operations
Complaint handling
Omangno
836421713
Personal Information
Date of Birth: 05/18/98
References
- UNABATSHU MAPANGE, Mapale Holdings, +267 71 259 052, umapange@gmail.com
- LAONE MOGOROSI, FOURS Cash & Carry, +267 75 992 702, lmogorosi.lm@gmail.com
- KEBADIRETSE MOKOTEDI, Quindara Investments, +267 72 904 806, quindara.bw@gmail.com
- BONNO STOCK, ISONXPERIENCES, +267 71 460 560, Bonno.Stock@isonxperiences.com
- LECHE LLOYD, NOOD Boutique Wines, +267 90 703 75, leche@lengau.co.bw
Roles And Responsibilities
Preparing Invoices., Answering and transferring calls as necessary., Handling queries and complaints via phone, email, and general correspondence., Receiving and dispatching deliveries., Filling paperwork., Collecting and sorting invoices and cheques., Keeping a record of business transactions., Entering data from daily workload into the company's general ledger system., Monthly bank reconciliations., Preparing documents submitted to auditors., Manage large amounts of inbound calls in a timely manner., Follow communication scripts when handling different topics., Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives., Seize opportunities to upsell products when they arise., Compilation of daily reports using Microsoft Excel., Scheduling staff around forecast contact volumes., Maintaining and analyzing workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.
Timeline
STORE MANAGER
Nood Boutique
06.2022 - 11.2023
CUSTOMER CARE EXECUTIVE & WORKFORCE MANAGER STAND IN
IsonXperiences
10.2021 - 06.2022
RECEPTIONIST
Quindara Investments
06.2020 - 08.2021
PROMOTIONAL GIGS
KBL & Mascom
05.2019 - 12.2019
ACCOUNTS CLERK
Fours Cash and Carry
10.2018 - 01.2019
RECEPTIONIST
Mapale Holdings
11.2015 - 5 2016
SAGE PASTEL EVOLUTION - Completed Certificate
OMNI Africa
BA (Hons) - BUSINESS MANAGEMENT
Botswana Accountancy College
ASSOCIATION OF ACCOUNTING TECHNICIAN - Part Qualification
Botho University
CUSTOMER CARE REPRESENTATIVE - Completed Certificate
ISONXPERIENCES
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