Badelise Margareth Moletsane

Managed team performance for two years, using coaching, feedback, KPIs, and performance insights to drive operational results.

• Liaised with internal teams, including Compliance, Safety, Operations, BPO, and technical support, to resolve escalations and enhance service quality.
• Resolved complex account, documentation, and system-related issues through effective investigation and problem-solving.
• Monitored operational metrics and identified process gaps, implementing improvements to enhance customer experience and service delivery.
• Managed driver onboarding, account activation, and documentation processes across multiple accounts to ensure seamless integration and compliance.
• Provided clear guidance and education to drivers on onboarding requirements, policies, and platform processes.
• Reviewed and verified regulatory and compliance documentation, ensuring accuracy and adherence to business requirements.
• Conducted account and document checks to identify discrepancies, compliance gaps, and potential fraudulent activity.
• Maintained accurate records and utilised internal systems and data tools to track cases, escalations, and operational performance.
• Supported process improvement initiatives and contributed to standardising procedures to improve resolution times and service quality.
• Supported process improvement initiatives and contributed to standardising procedures to improve resolution times and service quality.

• Coordinated bank cash collections and deposit records, ensuring accuracy in financial reporting.
• Arranged ATM fit notes delivery and remitted soiled notes to RBI, minimising processing delays.
• Trained new staff in cash handling and customer care, enhancing service standards and customer satisfaction.

• Partnered with sales teams to align marketing strategy with revenue targets.
• Analysed market trends and customer behaviour to set campaign direction for impact.
• Conducted market-gap reviews to prioritise development of new and updated products and services.
• Facilitated cross-team brainstorming sessions, generating ideas for upcoming project planning.
• Managed customer queries, ensuring timely updates on product market information.