Onkagetse Oncss Katlego Tikologo

• Provided excellent customer service to clients to enhance customer satisfaction and loyalty.
• Handled budgeting process in liaison with financial controller.
• Reconciled cash by day end to maintain accurate balances.
• Acted as custodian of cash and other valuables ranging from gold to safe deposit articles and security forms.
• Reviewed reports on cash inflows and outflows and made necessary adjustments to meet company needs.
• Prepared cash forecasts to help determine cash needed for upcoming expenses.
• Entered customer transactions into computer and issued receipts, obtaining supervisor's approval for all transactions over established limits.
• Verified all notes received were shrouded and sorted into issuable and non-issuable notes.
• Observed laid down operating procedures to adhere to internal controls.
• Drew up reports on cash balances and other financial activities for management review.
• Maintained inventory of cash at all times to have ready access to funds when needed.
• Supplied cash and cash boxes to Single Window Operators (SWO) and took possession of excess.
• Examined financial documents to check totals, verify transaction accuracy and identify discrepancies.
• Organised physical documentation of financial records in required formats and according to proper bookkeeping principles.
• Submitted required accounting certifications with transactions.
• Inventoried office supplies and equipment and prepared stock orders for purchase.
• Posted financial data to appropriate accounts in automated accounting system.
• Compiled financial data and prepared reports for accounting leadership review and use.

• Liaised between customers and internal departments to address and resolve customer service concerns.
• Completed documentation and logs each day, generating detailed weekly reports.
• Sustained continuous improvement by implementing customer interface management systems through email marketing, live chat services and social media.
• Met customer call guidelines for service levels and handle time.
• Managed total department call volume of numbers per day.
• Capitalised on upsell opportunities with new and potential customers.
• Identified individual staff development needs and arranged appropriate training.
• Worked with new hires to educate on various customer service tasks, product specifications and company protocols.
• Enhanced customer satisfaction ratings by managing client enquires through to resolution.
• Promptly responded to inquiries and requests from prospective customers.
• Adhered strictly to policies and procedures for continued company compliance.
• Facilitated conflict resolution by implementing protocols and investigating issues through to completion.
• Responded to customer requests with friendly, knowledgeable service and support.
• Managed workflow to continuously exceed quality service goals.
• Led and supported customer support staff to achieve objectives.
• Trained staff on operating procedures and company services.
• Cultivated environment to encourage continual process improvements.
• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
• Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
• Collaborated with staff members to enhance customer service experience and exceed client satisfaction rate targets.
• Advised management of customer service trends, creating proactive strategies to maintain best practices.
• Prepared necessary forms to complete transactions.
• Applied conflict management to stressed and concerned customers.
• Handled in-person, email and mailed correspondence.
• Advised customers on availability, pricing and location of products.
• Answered customer queries logged via customer care centre through sales force system and multiple telephone calls per day with professionalism.
• Followed scripts when answering common customer questions.
• Set appointments with field teams to carry out service changes or deliver new products.
• Offered current, accurate advice on optional solutions for concerns.
• Obtained feedback from customers to improve service experience.
• Maintained excellent client satisfaction by providing in-depth support.
• Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
• Implemented customer follow up to uphold service standards.
• Recorded information about inquiries and complaints within internal database.
• Completed transactions to replace or exchange defective items.
• Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
• Listened actively to offer accurate information and best solution to their needs.

• Kept detailed cash-flow reports to monitor and maintain business performance.
• Advised customers on financial products to suit personalised needs.
• Coordinated team rotas to meet branch needs whilst limiting staffing costs.
• Carried out diligent incident investigations to eliminate future financial errors.
• Built positive customer relationships for optimised branch loyalty.

• Produced KPIs based on performance tracking and data analysis to guide team members.
• Used CRM (CIF) to help increase data accessibility for team of 15 members .
• Applied approval processes to validate invoices and other financial documents.
• Stored confidential information safely and securely in line with company protocol.
• Followed documentation procedures to maintain robust recordkeeping system.
• Reviewed, analysed and processed overheads.
• Resolved invoices queries and raised credit notes by communicating clearly and professionally.
• Processed transactions by assessing accuracy and completeness of information.
• Categorised, sent and verified account correspondence.
• Implemented cash flow management strategies to help minimise errors.
• Prioritised administrative tasks based on tight deadlines.
• Created and edited spreadsheets to present complex data using Microsoft Excel.
• Supported businesses to achieve budget goals by tightening financial controls.
• Improved data consistency by identifying and eliminating inaccuracies.
• Met departmental training requirements to consistently improve standard of work.
• Calculated expenditures in comparison to budget targets and reported on overages.
• Accurately reconciled and processed expense reports for employees.
• Used correct classifications and coding for accounting transactions.
• Monitored accounts payables and receivables to proactively spot and handle problems.
• Prepared balance sheets and trial accounting balances.
• Recorded sales transactions, outgoing payments, and receipts to support financial governance.
• Kept up-to-date general ledger, balancing out transactions.
• Observed systems and staff operations throughout organisation, compiling current and accurate information.
• Analysed business processes, systems and data to identify opportunities for enhancement and efficiency.
• Assessed operational and financial wellness, delivering complex reports on findings.
• Assisted with continuous improvement initiatives, applying data findings to address underperforming areas.
• Identified and resolved administrative errors, recommending preventative action to improve data quality.
• Calculated bills owed by customers, prepared invoices and distributed statements.

• Sorted, distributed and sent mail to maintain good customer communications.
• Led research to support customer cases and facilitate eligibility checks.
• Checked in visitors and provided appropriate passes and security clearances.
• Greeted customers and provided helpful, informative advice on business services.
• Adapted to front- and back-office needs to maintain smooth reception services.
• Ordered office supplies to meet demands of current projects and activities.
• Produced activity reports to enable performance and service monitoring.
• Led customer feedback initiatives to support product and service improvements.
• Photocopied, faxed and filed documentation to maintain customer records.
• Set up meetings with clients and stakeholders to progress current projects and proposals.
• Captured data and stored securely for confidential, compliant records.
• Organised physical and electronic documents to improve access and use.
• Used excellent telephone manner to optimise customer experience, promptly cutting complaints.
• Optimised customer service strategy to focus on priority customers, boosting repeat purchases by 20%.
• Employed active listening and communication skills to handle escalated and complex calls, achieving 85% positive outcome. (NPS)
• Handled more than 100 customer support queries daily, exceeding company target by 15%. Inconjuction with our customer care service team.
• Maximised sales revenue growth by successfully identifying up- and cross-selling opportunities.
• Collaborated closely with sales department to identify, support and maximise expansion opportunities.
• Resolved complaints by ensuring appropriate and timely compensation, boosting customer satisfaction levels.
• Supported continuous improvement initiatives, collecting customer feedback to inform future business processes.
• Guaranteed quality CRM data, performing 24/7 database cleansing to update customer contact details.
• Drove customer retention, building engaging relationships through every interaction.
• Maximised sales revenue growth by successfully identifying and capitalising on cross-selling opportunities.
• Advised customers on availability, pricing and location of products.
• Followed scripts when answering common customer questions.
• Used customer relationship management software to record detailed notes.E.g call report, overdrawn accounts report, ELRM/PAS
• Handled in-person, email and mailed correspondence.
• Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
• Offered current, accurate advice on optional solutions for concerns.
• Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
• Implemented customer follow up to uphold service standards.
• Listened actively to offer accurate information and best solution to their needs.
• Recorded information about inquiries and complaints within internal database.
• Obtained feedback from customers to improve service experience.
• Maintained excellent client satisfaction by providing in-depth support.
• Applied conflict management to stressed and concerned customers.
• Prepared necessary forms to complete transactions.
• Converted lapsed and due after-sales leads into sales, generating more additional revenue.

• Followed up with customers to build long-lasting relationships and boost business opportunities.
• Processed cash deposits and withdrawals for customers.
• Helped customers complete credit card and general bill payments in-person or via online banking system.
• Assisted customers with questions about products, services and terms.
• Solved customer issues and disputes using accurate banking information and policies, maintaining loyalty and satisfaction.
• Directed customers to necessary personnel for specific questions or advanced service requests.
• Balanced daily cash deposits and vault inventory with 100% accuracy rate.
• Conducted post-office-related business to sell stamps, accept payments, and prepare money transfers.
• Maintained compliance with internal controls and UK banking regulations.
• Reconciled accounts and cash drawers for discrepancy-free recordkeeping.
• Suggested additional products and services matching customer needs.
• Inspected cheques and money orders to identify fraud markers.
• Took care to verify transactions and maintain security protocols, protecting institution from avoidable losses.
• Observed correct procedures regarding financial and customer information to prevent breaches and data misuse.
• Accepted payments on bank loans and updated accounts with changing balances.
• Educated customers about remote banking tools to improve customer service and reduce burden on in-person team.
• Completed currency exchanges following current, accurate rates.
• Organised transfers to move money between customer accounts, between customers, and between businesses.
• Adjusted client accounts with credits or debits matching current needs.
• Issued certified cheques to serve customer needs.

• Fostered positive employee relationships through communication, training and coaching.
• Developed diligent staff training and mentorship programmes, incentivising accomplished new starters to contribute to positive team results.
• Kept accurate, detailed records of personnel progress, recommending training to aid continued development.
• Managed daily planning of workplace operations, clearly communicating targets to staff for smooth, efficient task delivery.
• Set and managed operational schedules with proper coverage to meet customer service demands.
• Led by example to maintain team motivation, ensuring daily tasks were performed accurately and efficiently.
• Planned, organised and monitored resources for efficient use of labour, equipment and materials.
• Held daily meetings to ensure consistent communication and team motivation towards productivity goals.
• Guided and coached staff to achieve individual growth and sales production targets.
• Maintained clean, organised working areas to create positive, productive environments with minimal risk.
• Created and implemented strategies for improved operational efficiency, maximising profit potential.
• Trained and led talented teams to surpass objectives, consistently exceeding KPI targets.
• Reviewed accuracy and compliance of internal documentation, maintaining reliable and precise business records.
• Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
• Reviewed and assessed operations performance, developing initiatives for continuous process improvement.
• Coordinated strategic project workflows to enable smooth, timely task delivery and completion.
• Increased team productivity through effective staff planning, coordination and task delegation.
• Maintained strict adherence to corporate guidelines and metrics, promoting safe, compliant working environments.
• Offered instruction, coaching and motivation for enhanced team morale.
• Organised and led monthly department meetings, enabling reflective analysis to identify growth opportunities.
• Reworked staff assignments and workflows to meet production targets.
• Supervised all production phases, from design and development to timely manufacture and dispatch.
• Introduced team incentives and competitions to enhance department productivity and morale.
• Successfully led high-volume teams to achieve KPI targets and other department metrics.
• Demonstrated ability to assess risk and respond to issues appropriately, eliminating workplace accidents and incidents.
• Managed store opening and closing, taking key holder responsibilities seriously to uphold robust security.
• Interviewed, hired and trained employees on procedures and requirements, maintaining competent, high-performing teams.
• Directed risk assessment activities to pinpoint and mitigate effects on production.
• Oversaw inductions, training and probation procedures for new starters.
• Inspected incoming materials to verify quality and quantity with order information.
• Controlled and requisitioned raw material inventory to prevent shortages.
• Investigated quality, safety and productivity issues, implementing corrective action to prevent recurrence.
• Delegated tasks according to staff strengths, increasing plant performance.
• Managed product tests to verify functionality and quality.
• Coordinated repairs with maintenance department to keep machinery operational.
• Led toolbox talks and motivated teams to achieve daily production targets.
• Championed process and procedural reviews to cut production costs.
• Conducted workplace safety inspections whilst setting personal example for health and safety.
• Troubleshot issues and delivered corrective action quickly to prevent production delays.
• Used production trackers to generate performance reports and data.
• Interviewed and recruited staff with required skills and background.
• Documented completed works for accurate progress and performance monitoring.
• Implemented measures to boost productivity, reduce waste and cut costs.
• Identified process failures and highlighted opportunities to streamline production operations.

• Properly processed deposits, withdrawals and payments for average of 500 plus customers daily.
• Completed special procedures for customers, ordering new cheques, stopping payments or investigating identity theft.
• Identified and resolved financial discrepancies and escalated critical errors to management.
• Upheld strict financial controls by keeping funds secure and accurately transferring monies.
• Reconciled cash drawers and daily transaction records to support accuracy.
• Maintained discretion and security in handling sensitive personal and financial data.
• Placed orders for customer checks and verified starting numbers.
• Identified and mitigated potential fraud and transaction risks.
• Adhered to vault security procedures and access requirements.
• Completed accurate, high-volume money counts via both manual and machine-driven approaches.
• Counted and packaged currency and coins.
• Assisted customers with compromised debit cards and issued new credentials.
• Processed account deposits, withdrawals and updates to meet customer needs.
• Followed up with customers to build long-lasting relationships and boost business opportunities.
• Inspected cheques and money orders to identify fraud markers.
• Reconciled accounts and cash drawers for discrepancy-free recordkeeping.
• Organised transfers to move money between customer accounts, between customers, and between businesses.
• Assisted customers with questions about products, services and terms.
• Suggested additional products and services matching customer needs.
• Adjusted client accounts with credits or debits matching current needs.
• Educated customers about remote banking tools to improve customer service and reduce burden on in-person team.
• Issued certified cheques to serve customer needs.
• Maintained compliance with internal controls and UK banking regulations.
• Completed currency exchanges following current, accurate rates.
• Helped customers complete credit card and general bill payments in-person or via online banking system.
• Directed customers to necessary personnel for specific questions or advanced service requests.
• Processed cash deposits and withdrawals for customers.
• Took care to verify transactions and maintain security protocols, protecting institution from avoidable losses.
• Ensure that all items cashed are within laid-down limits and refers all transactions exceeding limits to the appropriate area for authorisation or approval.
• Ensure that items cashed are technically correct and signed, according to laid-down instructions as per Botswana repository.

• Monitored consumer appetites to market products in line with demand.
• Maintained excellent market and trend awareness to meet customer demand.
• Assessed performance against operational strategy to maintain progress towards sales targets.
• Delivered products and services in line with agreed arrangements and contracts.
• Design and adopts clients management system ensure good mutual relationship between clients and management.
• Undertakes any other related duties required to meet the copy shop environment services e,g

- Digital Multi-Functional System those that are photocopiers, faxes, scanners, printers, handling emails and internet services.

- Plan plotting ( Autocap programme software)

- Customer care line services

- Coordinates copy shop

- Exposure to special abilities e.g. graphic designer, writing and checking invoices, auto cad drawing