Lorato Tebogo Michaels
Operations And Customer Care
Gaborone
Summary
To develop, learn and improve my skills and expertise in an organizational environment that provides room for growth, team leadership and process improvements, as well as operational management. - Developing myself through my results and total commitment towards my work. - Making a difference whilst working for the organization in a positive manner that has impact on the organization and the team as well as clients. - Be able to rise above all situations/challenges and also have strong belief that I was born a leader based on the impact I have made so far.
I am highly analytical with communication skills and goal oriented. My aim is always to create a good relationship between the company and the client and encourage team work. I have acquired great experience through my work challenges and believe I can reach all limits laid before me at any given time. Able to work alone and as a team.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Successful Customer Service with 6 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Diligent Business administration with solid background in customer service operations. Successfully resolved customer issues and improved satisfaction levels through effective communication. Demonstrated excellent problem-solving and conflict resolution skills.
Overview
27
27
years of professional experience
2027
2027
years of post-secondary education
2
2
Languages
Work History
RESTAURANT MANAGER
Utamo Restaurant
10.2021 - 05.2024
- Carry out all accounts, stock control, staff management and all other restaurant errands
- Managed all aspects of daily operations, including managing budgets, inventory control, and vendor relations.
- Effectively managed labor costs by monitoring productivity levels among staff members and making strategic scheduling decisions.
- Maintained facility and grounds to present positive image.
- Purchased adequate quantities of food, beverages, equipment, and supplies.
COLLECTIONS/CREDIT OFFICER
Express Credit
10.2017 - 06.2018
- Maintaining the Collections Targets of 80%-98%
- Familiarizing the clients with all product interests and penalties
- Preparing and issuing of demand letters
- Assisting in clients queries and ensuring a good relationship is maintained
- Confirming pay dates with employers on monthly basis
- Handing over bad payers for external collection
- Ensuring payments are made from each client even when unemployed
- Raising customer complaints to immediate Manager
- Addressing queries from clients to all management and senior management
- Always putting the client service first to ensure the client is satisfied with our services
- Capturing clients on system as well as verifying affordability and credit worthiness through ITC and compuscan
- Proposing payment plans for overcommitted clients
- Preparing daily reports, monthly reports for Management
- Training new collections officers and motivating them to working effectively
- Doing all necessary administrator duties regarding credit and collections
- Developed key relationships with clients, providing exceptional service and fostering long-term partnerships.
- Evaluated creditworthiness of potential borrowers using thorough research and analysis techniques, minimizing default risks.
- Organized and finalized loan applications for underwriter review.
QUALITY AND STANDARDS OFFICER
Capri Bakery
01.2016 - 07.2017
- Keeping all quality products up to standard and ensuring implementation of hygiene is conducted fully
- Having consumer demand and interest at heart at all times
- Assisting the Production Manager on scheduling shifts and attending to all complaints and implementing practical plans that junior staff are able to comply with
- Making sure that there is great communication between the employer and employees at all times as well as the client and ensuring targets are met and minimal losses of company
- Ensuring staff are productive in order to producing effective results within their work area
- Assisting Human Resource Department in maintaining food handling standards and including recruitment
- Making sure deadlines are met and all delays are communicated to the client regularly by sales department
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Improved department efficiency by streamlining and implementing policies and processes.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
ADMINISTRATION OFFICER
Clearlit Centre for Corporate Learning
09.2013 - 05.2014
- Bookkeeping records; making follow up on payments and creating invoices, planning, credits etc
- Making sure stock is purchased, making sure creditors are paid
- Attending to all queries from the customer and making sure the matter is settled well on time and serving customers with accurate information, scheduling all that is required for training
- Preparing the return for remittance of VAT and training levy
- Making sure all needs for trainees are met, same as staff well taken care of
- Building teamwork and transparency within organization and motivating staff to be effective in their work
- Promoting and exercising effective leadership as an employee
- Accomplishing staff results by communicating job expectations; planning monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies and procedures
- Provided communication systems by identifying needs; evaluating options; maintaining equipment; approving invoices
- Improved record-keeping accuracy by creating an updated filing system for confidential documents and materials.
- Managed complex scheduling tasks, ensuring that deadlines were met consistently.
- Supported department heads through conducting research, preparing reports, and managing various administrative tasks efficiently.
BUSINESS CONSULTANT
Le'humo Flows (Pty) Ltd
05.2010 - 06.2013
- Consulting new companies and assisting with business development strategies that brought profits to their business and make sure the owner understands how to relate with the brand and sell it
- Advising on developments of products and assisting on product researches
CREDIT CONTROL ASSISTANT
Botswana Development Corporation
03.2008 - 03.2010
- Maintained over 90% collection Rate which was unremarkable for corporation
- Responsible for reconciliation and maintenance of accounts and preparing reports for my supervisor and identify delinquent accounts that require attention
- Collection process and handle disputed accounts and negotiate to bring payment in line with contract terms
- Reconciliation, to normalizing complex accounts and compile documentation for tenants that require legal action as well as statements and invoice issuing to customers
- Making adjustments, handling queries and resolving problems between the organization and the client
- Maintain regular customer contact by phone, fax and email and creating a mutual understanding between the organization and client in relation to debt payment initiating recovery action and recommend unrecoverable accounts for legal action
- Worked closely with internal legal counsel during litigation proceedings involving defaulted accounts.
- Assisted in accounts receivable, cash receipts and collections and daily deposits.
- Provided exceptional customer service while discussing sensitive financial matters, preserving positive business relationships.
- Enhanced cash flow by managing overdue accounts and implementing effective credit control strategies.
MARKETING AND WORK STUDY
Candice Services
04.2007 - 11.2007
- Responsible for reviewing work procedures and ethics and develop them as well as bringing new business with strategic systems
- Reviewing staff performance and attending to specific needs based on how they performed
- Attend to all queries and complaints, tackling any impediment that arises
PRODUCTION AND WORK STUDY TECHNICIAN
LARONA FOODS & Distributors (PTY) LTD
02.2002 - 12.2005
- Manufacturing and work study analysis and marketing within company operations
- Accounted for raw materials and the entire production process and production equipment in the lab and in the warehouse and with all safety procedures of operations work in progress activities
- Ensuring food handling and other safety measures are carried out
- Testing and approving final product based on the requirements and specifications
- Ensuring that time is well managed and utilized within the company hours of operation
- Making sure that all needs of employees are met to improve the output of each employee and there is very minimum idle time of machinery and employees
- Targeting delivery under the operations 'lead time
- Promote successful customer relationship at all times
GENERAL OFFICE CLERK
Premier Clothing
12.1996 - 12.1998
- Handling all bookkeeping entries
- Administering all ad hoc office duties
Education
DIPLOMA IN BUSINESS MANAGEMENT - Business Management
Botswana Open University
Gaborone, Botswana11-2026
PUBLIC RELATIONS, MARKETING, ADVERTISING AND COMMUNICATIONS - undefined
Institute of Commercial Management
BIOTECHNOLOGY AND PRODUCTION MANAGEMENT - undefined
Witwatersrand Technikon
01.1999 - 01.2001
CAMBRIDGE O'LEVEL - undefined
Legae Academy
Skills
Microsoft Office
Leadership Experience
I believe I am a natural leader and always want to see others rise above their circumstances. I possess the 'can do' attitude while taking on all tasks with energy and smile. Well organized in all I do to reflect my personality. Always go beyond the parameters of my job.
Competencies And Skills
- Flexible with all Microsoft packages and hard working at all levels of time. Attained great training especially at Larona, BDC, and Express Credit.
- Ability to work as part of team, on projects, group objectives and goals.
- Work as an individual, under own initiative and pressure, especially when required to do so.
- Ability to explain and discuss complex analysis and productivity issues in a manner that can be understood by non-technical persons.
- Set well defined and realistic personal goals; monitor self-progress and motivated to achieve.
- Relate well with people from various backgrounds and different situations; sensitive to cultural diversity, race, gender, disabilities, and other orientations.
- Well versed in the business language and etiquette. Competent in Microsoft Office (word, excel, outlook, access and power point).
Personal Information
- ID Number: 283428408
- Gender: Female
- Nationality: Motswana
Drivers Licence
B, 140606
Mountain climbing, nature rests, long walks, devotions.
Climbing up the mountain gives fulfillment in achieving strength from a tough situation.
Nature rests like spending time in outdoor places like the cattle posts refreshes the mind for a new season.
Long walks calms the day.
Devotions keep the faith in my personal beliefs. I manage to look forward to the next day positive.
Timeline
RESTAURANT MANAGER
Utamo Restaurant
10.2021 - 05.2024
COLLECTIONS/CREDIT OFFICER
Express Credit
10.2017 - 06.2018
QUALITY AND STANDARDS OFFICER
Capri Bakery
01.2016 - 07.2017
ADMINISTRATION OFFICER
Clearlit Centre for Corporate Learning
09.2013 - 05.2014
BUSINESS CONSULTANT
Le'humo Flows (Pty) Ltd
05.2010 - 06.2013
CREDIT CONTROL ASSISTANT
Botswana Development Corporation
03.2008 - 03.2010
MARKETING AND WORK STUDY
Candice Services
04.2007 - 11.2007
PRODUCTION AND WORK STUDY TECHNICIAN
LARONA FOODS & Distributors (PTY) LTD
02.2002 - 12.2005
BIOTECHNOLOGY AND PRODUCTION MANAGEMENT - undefined
Witwatersrand Technikon
01.1999 - 01.2001
GENERAL OFFICE CLERK
Premier Clothing
12.1996 - 12.1998
PUBLIC RELATIONS, MARKETING, ADVERTISING AND COMMUNICATIONS - undefined
Institute of Commercial Management
CAMBRIDGE O'LEVEL - undefined
Legae Academy
DIPLOMA IN BUSINESS MANAGEMENT - Business Management
Botswana Open University
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