MS Excel
KUTLO SHARP
Gaborone
Summary
Experienced customer service professional with strong track record in managing high-volume call center environments. Demonstrates excellent communication skills, problem-solving abilities, and commitment to delivering top-notch customer experiences. Known for effective team collaboration, adaptability to changing needs, and consistently achieving measurable results. Skilled in conflict resolution, active listening, and utilizing CRM systems to enhance service efficiency.
Overview
9
9
years of professional experience
1
1
Language
Work History
Customer Service Call Center Agent
Metrofile Botswana
10.2023 - 07.2025
- - Respond to customer inquiries via phone, email, and in-person.
- - Maintain accurate records in company systems.
- - Resolve customer complaints and provide timely solutions.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Investigated and resolved customer inquiries and complaints quickly.
Administrative Assistant
First National Bank Botswana
01.2017 - 01.2018
- - Managed client-facing interactions and back-office data entry.
- - Updated and maintained customer records with 99%+ accuracy.
- - Supported teams with reports and organized data.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
Data Entry Clerk
Documentum
10.2016 - 01.2017
- - Entered and verified large volumes of data with high accuracy.
- - Maintained organized records and supported admin processes.
Education
Insurance Certificate -
Insurance Academy Botswana
01.2016
High School Diploma - undefined
Mogoditshane Senior Secondary School
01.2012
Skills
Patience maintenance
Empathy display
Complaint resolution
Technical support
Product promotion
Upselling products
Call handling
Call center customer service
Problem-solving skills
Data entry
Documentation and reporting
ADDITIONAL INFORMATION
- Typing Speed: Fast and accurate
- Languages: English & Setswana (fluent)
- Availability: Immediate
Software
Microsoft Office
Timeline
Customer Service Call Center Agent
Metrofile Botswana
10.2023 - 07.2025
Administrative Assistant
First National Bank Botswana
01.2017 - 01.2018
Data Entry Clerk
Documentum
10.2016 - 01.2017
High School Diploma - undefined
Mogoditshane Senior Secondary School
Insurance Certificate -
Insurance Academy Botswana
Similar Profiles
Thupelo DumakudeThupelo Dumakude
Administrator: Technical Support at MetrofileAdministrator: Technical Support at Metrofile
Sameshan ReddySameshan Reddy
Regional General Manager & Sales Executive Manager (National) at MetrofileRegional General Manager & Sales Executive Manager (National) at Metrofile
Luvuyo TundubeLuvuyo Tundube
General Manager at Metrofile South Africa (PTY)General Manager at Metrofile South Africa (PTY)
Kenosi NkapeKenosi Nkape
Principal Wildlife Officer I at Department of Wildlife and National Parks, Research DivisionPrincipal Wildlife Officer I at Department of Wildlife and National Parks, Research Division
OFENTSE TAFAOFENTSE TAFA
Security Guard at Chester Security CompanySecurity Guard at Chester Security Company