Tshepho Segokgo
Gaborone
Summary
With over 7 years of experience as an analyst, client experience, customer care service executive, and accounts officer, my expertise lies in financial monitoring and evaluation systems, taxation project scoping, strategic financial management, brand strategy formulation, and implementation of market penetration strategies. I am proficient in general accounting and uphold professional ethics. My skills include financial reporting, financial accounting, taxation, and management accounting. Seeking a challenging career opportunity where I can contribute my professional excellence to both organizational and personal growth. As a dedicated learner, I am passionate about making a positive impact on organizations through the knowledge and skills acquired from my work experience. Known for my strong work ethic, I can produce tangible results even under stressful conditions with minimal supervision. Additionally, I am sociable and possess the ability to adapt to the demands of the working environment while meeting tight deadlines.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Analyst, Client Experience
Standard Chartered Bank
04.2022 - Current
- Establish and nurture rapport with clients that are conducive to a long-term business relationship
- Manage new and existing accounts
- Promote business growth from existing clients by ensuring they receive world-class responsiveness, accuracy and timeliness of specialized services
- Participate as required in client facings aspect of new account implementation and development
- Work closely with Client Experience Manager to accurately forecast 'go live' schedule
- Provide team support and product information on strategic products as assigned by the manager.
Senior Customer Service Executive
Standard Chartered Bank
10.2015 - 04.2022
- Engaged customer digital marketing strategies to meet client goals and objectives
- Managed client marketing strategies and product promotion campaigns
- Maintained excellent standards of service through impeccable attention to detail
- Delivered high-caliber staff induction and training
- Improved company customer service rating by 80%
- Provided effective and efficient solutions to aid progression in line with monthly targets
- Adeptly handled 70 of inbound calls per day, generating the budgeted in sales revenue annually
- Developed expertise and knowledge in clients to ensure consistent delivery of outstanding banking services
- Ensured consistent adherence to regulations and legislation to maintain the bank's compliance
- Cross selling products and services offered by the bank to clients telephonically
- Generating leads to clients in order to raise revenue
- Checking stacking and safety of cotton at depot.
Customer Service Representative
Orange Botswana
10.2014 - 08.2016
- Processed and issued money orders for customers
- Responsible for handling customer account inquiries, accurately providing information to resolve product/service complaints and guarantee customer satisfaction
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems
- Addressed customer service inquiries quickly and accurately
- Provided customer service for clients in inbound call centre
- Kept abreast of rapidly evolving technology to provide knowledgeable customer support
- Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages
- Cross-trained and provided back-up for other customer service representatives when needed
- Answered customers' questions and addressed problems and complaints in person and via phone.
Accounts Officer
Sefmat Holdings
03.2013 - 07.2014
- Prepared reports and financial statements for management
- Improved year-end inventory audit process to increase accuracy
- Drove team success by completing jobs quickly and accurately
- Monitored multiple databases to keep track of all company inventory
- Maintained excellent standards of service through impeccable attention to detail
- Supervised an accounting team of 3 employees, including performance evaluation
- Collaborated with associates to improve reconciliation
- Worked hard to learn all required tasks quickly to maximize performance
- Corrected issues efficiently to maintain productivity goals.
Education
Bachelor of Business Administration -
University of Cape town
Diploma - AAT, Accounting
Botho University
01.2013
Skills
- Financial Reporting
- Financial Accounting
- Taxation
- Management Accounting
- Banking Systems
- Resilient
- Engagement and motivation skills
- Digital transformation project skills
- Negotiation Skills
- Planning Skills
- Financial analysis
- Invoice management
- Payment collection
- Payroll management
- Inventory auditing
- Expert in Pastel
- Customer relations
- Budget review
- Month-end accounting
- Billing and reconciliation
- Customer focus
- Budgeting
Accomplishments
- Achieved a 98% customer satisfaction score consistently over a year
- Resolved 90% of customer complaints within the first call, improving first-call resolution rates
- Reduced average call handling time by 15% without compromising on service quality
- Introduced a customer feedback system that led to a 20% improvement in service delivery
Languages
English
Bilingual or Proficient (C2)
Certification
AAT
Bachelor of Business Administration
Timeline
Analyst, Client Experience
Standard Chartered Bank
04.2022 - Current
Senior Customer Service Executive
Standard Chartered Bank
10.2015 - 04.2022
Customer Service Representative
Orange Botswana
10.2014 - 08.2016
Accounts Officer
Sefmat Holdings
03.2013 - 07.2014
Bachelor of Business Administration -
University of Cape town
Diploma - AAT, Accounting
Botho University
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