Location Preference
RemoteHybridOn-SiteLocation: Gaborone, SE, BW
Open to relocation: Yes
LAUGHTER RANNOKO
Operations Manager
Gaborone,SE
Work Preference
Summary
Dynamic Administrative Professional specializing in HR operations, with a track record of improving efficiency and compliance in high-pressure environments. Increased employee satisfaction and reduced operational costs through strategic process enhancements and effective data management. Hold advanced diplomas in Business Administration and Project Management.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Assistant Site Manager
Sleek Foods Pty Ltd
Debswana Jwaneng Village Camp
07.2025 - Current
- Oversee site operations and administrative functions, ensuring strict adherence to health, safety, and quality regulations and SHE compliance in alignment with organizational policies and statutory requirements.
- Supervised and developed administrative staff by managing work schedules, conducting performance evaluations, and creating professional development plans to enhance team capabilities.
- Coordinated HR-related administrative functions, including staff scheduling, attendance tracking, and onboarding support for new hires within the site.
- Prepared and managed annual budgets, implementing cost-saving strategies through effective resource allocation and financial tracking.
- Enhanced stock control processes and inventory management, minimizing waste and improving operational efficiency.
- Maintained accurate employee records, documentation, and compliance filing in accordance with company procedures and regulatory standards.
- Assumed responsibility for personnel deployed to the work site.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Branch / Store Manager
Pedros BW, Moranang Agencies Pty Ltd
Gaborone
02.2025 - 06.2025
- Led a team of customer service professionals, driving a 25% increase in Net Promoter Score (NPS) through strategic feedback implementation and customer service orientation.
- Designed and implemented a customer loyalty program, boosting customer retention rates by 20%.
- Optimized operational processes to reduce average response times by 40%, enhancing service delivery and operational efficiency through problem-solving and process improvement.
- Launched a CRM platform with IT and product teams, improving ticket resolution rates and streamlining employee data management.
- Aligned branch objectives with organizational goals by coordinating with senior leadership, strengthening teamwork and collaboration.
- Handled administrative and HR functions, including payroll processing, vendor contracts, and regulatory compliance documentation, ensuring smooth operations.
- Approved regular payroll submissions for employees.
- Rotated merchandise and displays to feature new products and promotions.
Admin Executive
Jwaneng Galaxy Football Club
Jwaneng
01.2022 - 01.2025
- Oversaw daily administrative operations and HR-related workflows, achieving a 95% satisfaction rate among internal stakeholders through effective employee services administration.
- Managed administrative workflows for timely documentation, HR reporting, and accurate records management.
- Implemented performance improvement plan, reducing process escalations by 30% through attention to detail and problem-solving.
- Established a tiered support model, enhancing first-call resolution rates by 25% and improving interdepartmental communication.
- Facilitated interdepartmental communication to ensure seamless service delivery.
- Streamlined internal processes using Lean Six Sigma methodologies, resulting in a 15% reduction in operational costs.
Operations Supervisor
Avani Resort & Casino
Gaborone
02.2015 - 10.2021
- Supervised a team of 82 employees, ensuring adherence to Service Level Agreements (SLAs), quality standards, and Safety, Health, and Environmental compliance.
- Analyzed customer feedback and operational metrics to identify trends and implement corrective actions, maintaining accountability and attention to detail.
- Reduced customer churn by 10% through proactive issue resolution, personalized follow-ups, and customer service orientation.
- Collaborated with HR to streamline recruitment and onboarding processes, enhancing new employee integration and administration efficiency.
- Oversaw record-keeping, inventory management, and compliance audits, ensuring accuracy in HR records and document management.
- Played a pivotal role in maintaining service levels during organizational restructuring, demonstrating change leadership and integrity.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
Education
Diploma - Business Administration
Athena Global Education
08-2025
Level 7 Diploma - Project Management
Oxford Home Study College
11-2024
Program Diploma - Financial Management
International Business Management Institute
10-2020
Bachelor's Degree - Hospitality Management
University of Johannesburg
05-2014
Skills
- HR information systems
- Payroll management
- Employee Services Administration
- Compliance administration
- Records management
- Recruitment support
- Process improvement
- Operational Software Management
- Cost Management Strategies
- Workplace Safety Standards
- Customer service
- HR reporting
- MS Office Suite (Advanced) & SharePoint
- Stakeholder coordination
- Team collaboration
- Ethical conduct
Certification
- Certificate in Human Resources Management, Certificate in Entrepreneurship, Occupational Health and Safety Certificate, Workplace Discipline Certification, Food Handling Certification, Computer Enterprise Training, Class B Driver's License.
Accomplishments
- Successfully supported HR and administrative functions, resolving over 200 customer and employee inquiries annually, with a 98% satisfaction rate.
- Implemented a voice-of-customer program that identified key pain points, leading to a 15% increase in upsell opportunities through strategic thinking and problem-solving.
- Achieved a 20% reduction in operational costs through process optimization and administrative efficiency improvements.
- Streamlined recruitment and onboarding processes in collaboration with HR, improving new hire integration and record accuracy.
VOLUNTEER EXPERIENCE
Diary of a Cancer Survivor (Local Non-Profit), Community Organizer, Gaborone, Botswana, 2021-10, 2024-09, Organized community events and fundraisers, managing volunteer coordination and partnerships with local stakeholders., Demonstrated accountability, teamwork, and interpersonal skills through effective community engagement and event logistics management.
Timeline
Assistant Site Manager
Sleek Foods Pty Ltd
07.2025 - Current
Branch / Store Manager
Pedros BW, Moranang Agencies Pty Ltd
02.2025 - 06.2025
Admin Executive
Jwaneng Galaxy Football Club
01.2022 - 01.2025
Operations Supervisor
Avani Resort & Casino
02.2015 - 10.2021
Diploma - Business Administration
Athena Global Education
Level 7 Diploma - Project Management
Oxford Home Study College
Program Diploma - Financial Management
International Business Management Institute
Bachelor's Degree - Hospitality Management
University of Johannesburg