Neo Gaborone

• Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
• Managed budget implementations, employee evaluations, and contract details.
• Developed and maintained relationships with customers and suppliers through account development.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Growing and maintaining positive turnover annually
• Business KPI management including P & L Analysis and developing advantageous operating plans
• Developing goals & strategic plans in line with Global Strategy including acquiring international accreditations/certifications to be compliant with DSV standards

} Facilitating continuous successful engagements between international stakeholders including key global account management, shareholders and multi-national employees

} Successfully implementing company policies

} Building and maintaining an effective management team

Country Op

• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Applied effective time management techniques to meet tight deadlines.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Developed, implemented and Enhanced overall Branch Operations Framework to improve operational Efficiency including measuring transport KPIs, business processes automation and customs clearing efficiencies.
• Established Branches as Revenue Generating Centers across Botswana
• Pioneered successful automation of all Operations Processes including checkpoint generation for all stages as well as live tracking of all consignments and vehicles
• Oversaw the Branches for the organization which has a staff complement of 170 of which is 70% of the overall business complement

• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Researched and corrected customer concerns to promote company loyalty.
• Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
• Kept accurate records to document customer service actions and discussions.
• Developed & implemented Customer Service Strategy for Botswana Couriers & Logistics which resulted in achievement of the overall business objective of 90% Customer Satisfaction Index
• Conceptualized, project-managed and implemented Contact Center solution for Botswana Couriers & Logistics including setting objectives, implementing company strategy and overall management of Contact Center
• Developed and Enhanced overall Customer Service offerings to all business partners including corporate clients, 3rd party partners and general customers.
• Developed IKOs/KPIs (Balanced Scorecard Approach) for Customer Service as well as Managing Performance including Disciplining and Coaching of all Service Advisors & Supervisors.
• Co-piloted the first Staff Recognition & Rewards for the Customer Service Department

• Paid attention to detail while completing assignments.
• Worked effectively in fast-paced environments.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Successfully customized and implemented a new Global Strategy for DHL Botswana Customer Service
• Provided direction and leadership for DHL Retail Service Points
• Developed and Enhanced Customer Service offerings to DHL client base as main service differential to regain market share in Botswana Logistics industry.
• Managed cash flow and cost reduction initiatives and ensured adherence to Global Standards

• Demonstrated products to show potential customers benefits and advantages and encourage purchases.
• Achieved sales goals and service targets by cultivating and securing new customer relationships.
• Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
• Facilitated business by implementing practical networking techniques.
• Managed staff of 5 sales people
• Developed and implemented an aggressive new business acquisition strategy which grew sales by an overall 10% increase over expected profit from a previous negative growth period
• Partnered with other managers to increase market share in the overall logistics market
• Ensured adherence to DHL Global standards for Sales and take corrective measures where necessary
• Customized and maintained overall Brand Management for DHL Botswana

• Applied cybersecurity best practices to information system standards, directives and guidance for personnel, monitoring compliance across organization.
• Collaborated with key personnel to verify data integrity and compliance with related regulatory guidelines and legal requirements.
• Reviewed existing technical specifications to identify and eliminate potential security flaws and weaknesses.
• Managed & Supported all DHL users( 50+) on all applications including Global Active Directory, Anti-virus and Email systems;
• Deployed new applications and enhancements in line with Global plans;
• Implemented and supported all external client IT solutions including 3rd party vendor management
• Project managed the implementation of systems and services in Botswana, working with colleagues in ZW & rest of the World including Head office in Germany
• Procured, installed and managed all I.S. equipment and systems by identifying needs and specifications;
• Implemented Disaster Recovery, Backup and Continuity Plans as well as proactively managing IT Security for the whole business;

• Orchestrated integration and communication of software upgrades.
• Configured and tested Windows Server operating systems with roles features.
• Attended meetings to deliver status reports to key stakeholders.
• Developed modification program to determine compatibility with various software.
• Provided overall support users( 50+) on all IT related requirements with overall assistance coming from regional office in South Africa;

• Opened new accounts and documented personal, demographic, and payment information in system.
• Utilized sales techniques to build customer interest and close sales.
• Observed and learned changing customer requirements and adapted sales strategies as needed.
• Followed up with customers to confirm satisfaction with purchases and resolve last-minute issues.
• Management of small to medium sized customers through telephonic contact and maintenance of all relevant data in COMET-Lite database
• Successfully managed the Lead Generation Campaign which enabled Telesales to meet Financial targets 70% of the time
• Designed, implemented and managed Cash Customer Loyalty Project