Hi, I’m
Emma Dieketseng Mokoena
Bryanston
Summary
Experienced Product Specialist with 18 years in pay TV growth across 52 African countries. Expertise in strategic execution, product development, and market research to increase subscribers. Proficient in data analysis and eCommerce platforms to enhance product performance. Skilled at addressing customer needs and building strong stakeholder relationship. Known for strategic planning, problem-solving, and collaborative approach to achieving business goals.
Overview
24
years of professional experience
Work History
Wadzani Holding Pty Ltd
E-commerce Specialist
01.2019 - 01.2024
Job overview
- Managing and optimizing online shopping experiences, driving sales growth, and improving customer engagement across digital platforms.
- Strategically optimized digital platforms, resulting in elevated customer engagement metrics and enhanced brand loyalty.
- Interacted with and sold to e-commerce customers and delivered prompt and courteous service.
- Collected and integrated user feedback to inform data-driven decisions, ensuring continuous customer experience improvement.
- Ensured platform security and compliance with industry standards mitigating risk and safeguarding customer data.
- Proactively monitored and resolved customer issues ensuring prompt resolution and fostering long-term customer satisfaction.
- Maintained working knowledge of company products, services and promotions.
DStv Digital Media/Showmax - Sub-Saharan Africa
Product Specialist
01.2014 - 01.2018
Job overview
- Product Lifecycle Management: Expertise in managing product development, launch, and maintenance.
- Market Trend Analysis: Proven ability to identify market trends, analyze customer needs, and develop data-driven product strategies.
- Assisted with demonstrations for [Product or Service] to showcase functionality.
- Supported sales representatives during client meetings by providing expert knowledge on specific features or functionalities of the given product line.
- Trained and provided coaching to internal and external teams in different countries.
- Boosted customer retention by providing exceptional product support and addressing user concerns.
- Collaborated with cross-functional teams to streamline product development processes.
- Facilitated collaboration between engineering and marketing teams, enhancing product appeal and functionality.
- Tested new software and hardware prior to deployment.
- Diagnosed and troubleshot hardware, software and network issues.
MultiChoice Africa MIH Group - Sub-Saharan Africa
Product Operational Manager
01.2012 - 01.2014
Job overview
- Cross-Functional Collaboration: Expertise in leading cross-functional teams to achieve operational readiness and drive business results.
- Process Implementation: Skilled in implementing processes that enhance efficiency, scalability, and customer satisfaction.
- Operational Readiness: Proven ability to achieve high levels of operational readiness, ensuring seamless solution delivery.
- Self-Service Development: Experienced in developing self-service solutions that empower teams and reduce support costs.
- Fraud Analysis: Skilled in conducting fraud analysis, identifying trends, and implementing measures to reduce incidents.
- Project Management: Skilled in managing projects from initiation to delivery, ensuring timely and within-budget completion.
- Data Analysis: Proficient in analyzing data to identify trends, opportunities, and areas for improvement.
- Collaboration Tools: Experienced in using collaboration tools to facilitate cross-functional meetings and drive team productivity.
- Decreased fraud incidents in four countries through data-driven analysis and process improvements.
MultiChoice South Africa - MIH Group
Team Lead - BoxOffice Product
01.2010 - 01.2012
Job overview
- Year-Over-Year Growth: Consistently exceeded performance targets, delivering exceptional results and driving business success.
- Payment Platform Integration: Successfully integrated a new payment platform with leading mobile operators (MTN, Vodacom, Cell C).
- Cross-Functional Collaboration: Collaborated with technical teams to conduct thorough front-end testing and operational validation, ensuring seamless product launches and successful Go-Live deployments.
- Leadership: Trained 180 in one day, demonstrating leadership and training expertise.
MultiChoice Africa MIH Group
Project Coordinator Specialist for DStv Online Product
01.2008 - 01.2010
Job overview
- Project Execution: Skilled in coordinating projects from initiation to delivery, ensuring timely and within-budget completion.
MultiChoice South Africa MIH Group
Inbound Call Centre Supervisor
01.2003 - 01.2008
Job overview
- Proven track record of exceeding targets and enhancing operational efficiency through strategic process improvements.
- Delivered exceptional customer service, significantly boosting client satisfaction scores in a competitive Call Centre environment.
MultiChoice South Africa
Customer Care Supervisor
01.2000 - 01.2003
Job overview
- Championed employee development opportunities by identifying skill gaps and recommending relevant training courses.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
Education
LITAONLINE
No Degree from Web Development
01.2024
University Overview
- Online Course
- Mastered HTML, CSS, and JavaScript for cutting-edge web solutions.
- Achieved Certification in Web Development with outstanding performance.
Henley Business School
PGDip from Business Management
01.2019
University Overview
- Mastered networking to build strategic partnerships and drive growth.
- Developed innovative solutions, enhancing problem-solving and critical thinking skills.
Scrum Alliance
Certified Scrum Product Owner (SCPO) Certification
01.2014
University Overview
- Mastered stakeholder collaboration to boost product vision alignment.
- Leveraged agile methods for successful product launches and excellent results.
Henley Business School
Higher Certificate from Management Practice (HCMP)
01.2013
University Overview
Led project team for successful case study analysis.
Wits Business School
Diploma from Project Management
01.2009
University Overview
Successfully managed projects from start to finish, exceeding deadlines.
Damelin College
Certification from Fundamental in Project Management
01.2006
University Overview
Mastered core project management principles for impactful execution.
Damelin College
Certification from A+ PC and Networking Technology
01.2005
University Overview
A+ Certification entry-level credential for PC service technician skills.
Damelin College
Certification from Managing Customer Care
01.2000
University Overview
Applied best practices learned to enhance team performance and results.
Skills
- Product Lifecycle Management
- Teamwork and collaboration
- User Acceptance testing
- Agile Methodology
- Strategic Planning
- Stakeholder Engagement
- Digital marketing strategy
- Attention to Details
- Google analytics
- Effective communication
- Adaptability and flexibility
LANGUAGES
ENGLISH
SOTHO
ZULU
EXTRA-CURRICULAR ACTIVITIES
Product Sales - Nu Skin (International Beauty & Wellness) Online Jan 2023 - Present Oversee all aspects of operations, including planning and purchasing. Utilize social media marketing to generate sales, build brand awareness, and foster a loyal customer following based on their experiences. Invest in content marketing by creating engaging content related to products to drive traffic and build trust. Focus on optimizing SEO for Nu Skin anti-aging products to ensure potential customers can easily find the website when searching for Nu Skin products or information.
Training
- Agile Project Management Compering Agile Tools (2019)
- Agile Foundations ( 2020)
- Agile Foundation ( 2024)
- Scrum: The Basic (2025)
- Marketing Foundation: eCommerce ( 2025)
References
References available upon request
EXTRA-CURRICULAR ACTIVITIES
Product Sales - Nu Skin (International Beauty & Wellness) Online Jan 2023 - Present Oversee all aspects of operations, including planning and purchasing. Utilize social media marketing to generate sales, build brand awareness, and foster a loyal customer following based on their experiences. Invest in content marketing by creating engaging content related to products to drive traffic and build trust. Focus on optimizing SEO for Nu Skin anti-aging products to ensure potential customers can easily find the website when searching for Nu Skin products or information.
Training
- Agile Project Management Compering Agile Tools (2019)
- Agile Foundations ( 2020)
- Agile Foundation ( 2024)
- Scrum: The Basic (2025)
- Marketing Foundation: eCommerce ( 2025)
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