Olorato Matsete
Human Resources Professional
Gaborone
Summary
Competent Human Resources professional with comprehensive understanding of human resources administrative functions including employee onboarding, records management, benefits and compensation. Focused on leveraging human resources expertise to support organizational success, I seek to transition into a new role where these skills can drive team collaboration and operational efficiency.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
Temporary Administration Officer: HR
Department of Immigration and Citizenship
04.2023 - 05.2024
- Supported department heads through conducting research, preparing 3 reports weekly, and managing various administrative tasks efficiently.
- Delivered quality results under pressure by prioritizing multiple projects and deadlines weekly, ensuring a 98% on-time completion.
- Enforced workplace policies and safety procedures, contributing to 100% compliance with office safety regulations.
- Assisted with payroll processing tasks ensuring 100% timely payments for all employees.
- Organized and maintained 800+ personnel records, ensuring compliance with legal requirements.
- Facilitated effective communication between management and employees, fostering positive work environment.
- Improved office efficiency by effectively managing internal communications and correspondence, reducing response time by 30%.
- Improved organizational filing systems for confidential employee records, resulting in a 40% retrieval time.
- Mentored 2 junior staff members, helping them develop their skills and improving overall team productivity.
- Achieved a Chartered Human Resources Professional award.
Human Resources Intern Officer
Department of Immigration and Citizenship
07.2017 - 06.2020
- Coordinated 4+ department events with the Human Resources team, enhancing employee engagement.
- Posted 5+ job openings monthly, screened resumes and scheduled interviews to fill positions with qualified candidates.
- Supported the Human Resources team in achieving hiring goals by screening 100 resumes quarterly, setting up for interviews and tracking candidate progress.
- Maintained relationships with 30+ employees using strong collaboration and teamwork skills.
- Managed 800+ confidential employee files, maintaining accurate records for performance evaluations, salary adjustments and promotions.
- Onboarded 10+ new hires quarterly, conducting orientations and assisting with paperwork to streamline the process.
- Enhanced onboarding efficiency by streamlining orientation materials, reducing onboarding time by 20%.
- Improved overall employee satisfaction by assisting with benefits administration and addressing employee concerns in 24hours.
- Coordinated with 5 department heads to identify staffing needs, leading to a 15% reduction time to hire.
- Assisted in payroll processing, ensuring 100% accuracy in compensation.
- Increased employee satisfaction scores by 20% through well-organized team-building activities.
Administration Officer
Manifest Presence Ministries International
07.2014 - 07.2017
- Handled 100% of sensitive information discreetly, maintaining strict confidentiality at all times as required by the organization's policy.
- Managed office inventory with a 20% reduction in waste, ensuring adequate supplies while optimizing spending.
- Maintained and updated over 10 personnel records to support document management.
- Maintained and documented 100% of company policies and procedures, ensuring easy access for employees.
- Provided exceptional customer service with a 95% resolution rate for both internal and external stakeholder inquiries.
- Facilitated cross-departmental collaboration, improving organizational efficiency and reducing communication gaps by 30%.
- Coordinated 3 events and meetings annually to foster teamwork and boost employee morale.
- Developed and maintained a database of 150 contacts, facilitating quick and efficient communication.
- Managed scheduling for 6 executive staff to ensure optimal time management and productivity.
- Planned logistics for annual organizational events, with 100+ attendees, achieving a 98% satisfaction rate.
- Led the transition to a paperless office, reducing operational costs by 30% and enhancing sustainability efforts.
Customer Service Executive
Botswana Power Corporation
06.2013 - 08.2013
- Enhanced customer satisfaction by 25% by promptly addressing inquiries and resolving issues within 48hours.
- Managed 30+ inbound calls daily while maintaining a professional demeanor and ensuring timely resolution of issues.
- Boosted overall customer feedback scores by 15%, consistently delivering high-quality service experiences.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
Customer Service Executive
Botswana Telecommunications Corporation
03.2010 - 09.2011
- Enhanced customer satisfaction by 25% by promptly addressing inquiries and resolving issues within 48 hours
- Managed approximately 50 inbound calls daily, ensuring 90% first-call resolution rate while maintaining a professional demeanor.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Reduced average call time by 20%, improving efficiency while maintaining a 95% customer satisfaction score.
- Collaborated with 4 cross-functional teams to enhance overall customer experience and streamline support processes.
- Exceeded team customer satisfaction goals by 10%, collaborating with staff members to improve service delivery.
- Resolved 95% of customer complaints within 48 hours, ensuring prompt and satisfactory resolutions.
- Followed up with 100% of resolved cases, maintaining high customer service standards and reinforcing positive brand perception.
Customer Service Executive
BeMobile
12.2009 - 01.2010
- Processed approximately 1000 records per week, maintaining a 98% accuracy rate in data entry and processing.
- Reduced data entry errors by 30% by implementing quality control checks and verification processes.
- Identified and resolved 98% of discrepancies and errors in customer accounts within 48 hours, ensuring accuracy and trust.
Customer Service Agent
Botswana Couriers
05.2009 - 08.2009
- Responded to customer requests for products, services, and company information daily.
- Met 90% customer call guidelines for service levels, handle time and productivity.
- Resolved 95% of customer issues on the first contact, leveraging strong problem-solving skills.
- Managed multiple tasks simultaneously, ensuring 100% accuracy and on-time completion through strong attention to detail.
- Improved communication efficiency by 30%, streamlining information exchange between customers and team members.
- Successfully de-escalated 90% of customer complaints, collaborating with management to ensure timely resolutions that maintained brand reputation.
Education
Master of Business Administration -
University of Suffolk
Gaborone 07.2023 - Current
Bachelor of Arts (Honours) - Business Management
Anglia Ruskin University
Gaborone 08.2013 - 05.2014
Advanced Diploma - Business Management
ABM University College
Gaborone 08.2012 - 05.2013
Honours Diploma - Applied Management And Business Skills
NIIT
Francistown 01.2008 - 06.2009
Skills
- Strategic Business Insight
- Human Resources administrative support
- Employee Training
- Candidate Assessment
- Data Management and Administration
- Policy and procedure modification
- Strategic flexibility
- Client-Centric Approach
- Results-Oriented Mindset
- Proficient in MS Office
Affiliations
Chartered Human Resources Professional, Human Resources Professionals' Society - Botswana
Certification
Psychology in the Workplace - Unicaf
Timeline
Master of Business Administration -
University of Suffolk
07.2023 - Current
Temporary Administration Officer: HR
Department of Immigration and Citizenship
04.2023 - 05.2024
Psychology in the Workplace - Unicaf
03-2023
Certificate of Proficiency in Short-Term Insurance - Botswana Accountancy College
09-2020
Human Resources Intern Officer
Department of Immigration and Citizenship
07.2017 - 06.2020
Administration Officer
Manifest Presence Ministries International
07.2014 - 07.2017
Bachelor of Arts (Honours) - Business Management
Anglia Ruskin University
08.2013 - 05.2014
Customer Service Executive
Botswana Power Corporation
06.2013 - 08.2013
Advanced Diploma - Business Management
ABM University College
08.2012 - 05.2013
Customer Service Executive
Botswana Telecommunications Corporation
03.2010 - 09.2011
Customer Service Executive
BeMobile
12.2009 - 01.2010
Customer Service Agent
Botswana Couriers
05.2009 - 08.2009
Honours Diploma - Applied Management And Business Skills
NIIT
01.2008 - 06.2009
Similar Profiles
Lebo MmipiLebo Mmipi
Senior Immigration Administrator at Department of Immigration and CitizenshipSenior Immigration Administrator at Department of Immigration and Citizenship
Barbara A. TapiaBarbara A. Tapia
Immigration Services Assistant-OA GS-07/10 at U.S. Citizenship and Immigration Services/Department of Homeland SecurityImmigration Services Assistant-OA GS-07/10 at U.S. Citizenship and Immigration Services/Department of Homeland Security
Leticia Gallegos RamirezLeticia Gallegos Ramirez
Immigration Service Assistant at Department of Homeland Security/U.S. Citizenship & Immigration Services (USCIS)Immigration Service Assistant at Department of Homeland Security/U.S. Citizenship & Immigration Services (USCIS)