Kelebogile Motlhanke

Team Leadership

• Supervise staff within Applications unit, managing their performance, motivation, and development.
• Quality assure documents and responses from back-office staff, ensuring accuracy before sign-off.
• Conduct system checks and testing to ensure operational functionality.
• Facilitate and present training on Applications processes to Directorate.
• Coordinate user access and day-to-day priorities for ad hoc staff members.
• Provide continuous updates to team and escalate complaints or non-standard queries as needed.
• Train ad hoc staff on Applications functions, including administration processes and systems.
• Collaborate with Directorate and relevant divisions to stay updated on developments.

Customer Service and Support

• Ensure high levels of customer satisfaction through effective resolution and application support.
• Serve as liaison between management and customer support team.
• Interact daily with queries via telephone, email, and electronic media platforms.
• Liaise with Admissions staff and Faculties to identify and address application-related needs.
• Assist with telephonic, email, and walk-in enquiries, providing guidance on study options and subject requirements.
• Support special events such as open days, parents’ evenings, and first-year welcome activities.
• Manage customer relations within Student Recruitment Service, addressing inquiries, complaints, and providing guidance to prospective students.
• Liaise with various faculties and departments to ensure accurate and timely information was provided to students.
• Conduct career assessments and advised students on study options and admission requirements.
• Assist with organizing and supporting recruitment events, such as open days and first-year welcome activities.

Application Process Oversight

• Manage application process to ensure alignment with institutional goals.
• Lead development of Online Application BRS and related processes.
• Oversee external service providers to ensure functionality of KovsieCHAT OA.
• Update Online Application and KovsieCHAT BRSs annually and conduct User Acceptance Testing (UATs).

Operational Efficiency

• Develop and improve Standard Operating Procedures (SOPs) for Applications.
• Identify and address challenges and bottlenecks in system.

Reporting and Data Management

• Provide accurate data analysis and reporting on application and admission statistics.
• Support informed decision-making through insightful monthly reports.

Strategic Alignment

• Ensure that Applications unit operations align with Student Recruitment Services Directorate’s strategic goals.
• Contribute to strategic process of Directorate and provide quarterly feedback.

• Provided comprehensive administrative support, ensuring smooth and efficient operations within Student Academic Services department.
• Managed control and review of user access, developed training manuals, and facilitated training on Student Contact Services processes.
• Conducted system checks and testing, ensuring operational readiness and compliance with SOPs.
• Supervised temporary staff during university registration periods, ensuring accurate and efficient processing of student enrollments.
• Collaborated with various departments to gather and analyze business requirements for system improvements.
• Led development and submission of Business Requirements Specifications (BRS) and conducted User Acceptance Testing (UAT) for system enhancements.

Achievements:

• Played key role in successful renewal of Academic Administration System, improving process efficiency and user experience.
• Developed and maintained updated SOPs, contributing to enhanced compliance and operational consistency across the department.

• Pleasantly greeted customers and asked open-ended questions to better determine needs.
• Enhanced customer satisfaction by providing efficient and courteous service in a timely manner.
• Completed all necessary paperwork accurately and efficiently to ensure proper documentation of transactions.
• Coordinated with other departments to ensure seamless service delivery across all touchpoints.
• Assisted clients with inquiries, resolving issues promptly and professionally for improved client relations.
• Elevated overall customer experience by consistently delivering personalized, attentive service and addressing client needs with urgency.
• Managed high call volumes while maintaining excellent customer service standards for prompt issue resolution.
• Exceeded performance goals consistently, earning recognition for outstanding service delivery.
• Upheld company reputation by adhering to strict guidelines regarding privacy protection when handling sensitive client information.
• Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
• Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.
• Participated in regular meetings to discuss performance metrics, identify areas for improvement, and develop strategies to achieve goals.
• Maintained high customer satisfaction standards to meet or exceed targets.
• Investigated and resolved customer inquiries and complaints quickly.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Met customer call guidelines for service levels, handle time and productivity.
• Educated customers about billing, payment processing and support policies and procedures.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.

• Overdue Rental Management: Monitor and manage all overdue rental agreements, ensuring timely follow-up with customers to facilitate the return of vehicles.
• Customer Communication: Contact customers via phone, email, and written correspondence to remind them of overdue rentals and negotiate extensions or returns.
• Billing and Invoicing: Generate and process invoices for overdue rentals, including calculating late fees and other charges in accordance with company policies.
• Records Management: Maintain accurate records of all overdue rentals, communications, and actions taken to ensure compliance with company procedures and legal requirements.
• Reporting: Prepare and submit regular reports on overdue rentals, including status updates, financial impacts, and recommendations for improvement.
• Cross-Departmental Coordination: Work closely with the Collections, Customer Service, and Fleet Management teams to resolve overdue rental issues and ensure customer satisfaction.
• Dispute Resolution: Handle customer disputes regarding overdue rentals, investigating issues and providing solutions in line with company guidelines.
• Policy Compliance: Ensure all actions taken are in strict compliance with company policies and local legal regulations related to rental agreements and overdue charges.
• Customer Service: Provide exceptional customer service by addressing customer inquiries and concerns regarding overdue rentals, maintaining a professional and helpful demeanor at all times.

• Resolved customer disputes to maintain positive relationships and increase customer base.
• Executed sales and marketing initiatives to increase revenue for company.
• Complied with governmental and other regulatory agencies by following policies and documenting transactions.
• Kept detailed records of all transactions, facilitating efficient audits when necessary.
• Performed regular inventory checks, ensuring accurate stock levels for smooth rental operations.
• Navigated computer systems effectively to manage bookings, customer information, and record-keeping tasks.
• Established strong rapport with clients, leading to repeat business and referral opportunities.
• Developed in-depth knowledge of rental inventory to provide expert advice on product selection.
• Managed reservations efficiently, reducing wait times for customers upon arrival at the location.
• Implemented rental asset processes and cleanliness standards.
• Increased customer satisfaction by providing excellent service and addressing client needs promptly.
• Provided comprehensive training for new employees on company policies and software applications.
• Delivered exceptional customer care through prompt responses to inquiries via phone calls or emails.
• Handled customer complaints professionally, resolving issues swiftly to maintain satisfaction levels.
• Processed rental transactions accurately, ensuring timely billing and minimal discrepancies.
• Coordinated vehicle availability with other departments to accommodate last-minute requests or reservation changes.
• Contributed to company growth by achieving individual sales goals while supporting overall team objectives consistently.
• Drafted quotes, confirmed orders, and managed transfers to handle rental needs efficiently.
• Educated clients on rental policies and procedures, minimizing misunderstandings and disputes.
• Assisted in the maintenance of rental vehicles, ensuring they were clean and well-presented for each client use.
• Maximized revenue by recommending appropriate rental products and upselling services to customers.
• Maintained a high level of professionalism, ensuring positive experiences for clients during interactions.
• Managed multiple tasks in high-volume environment.
• Greeted customers with enthusiasm, offered to take orders and fulfilled each quickly and correctly.
• Determined clients' needs and helped select appropriate rentals fulfilling requirements.
• Kept up-to-date rental records and customer information in company systems to track client interests and preferences.
• Helped train new staff on company policies, procedures and standards, boosting productivity.
• Provided callers with product and customer service information to foster brand loyalty.
• Addressed guest complaints and resolved issues to promote satisfaction.
• Responded quickly to customer inquiries, answering questions and offering insight into products.
• Implemented stock control systems for monitoring and requisitioning supplies.

• Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
• Analyzed feedback from customers to identify trends and make necessary improvements within the department.
• Liaised with other departments to facilitate timely resolutions of customer concerns or requests.
• Participated in regular training sessions to enhance understanding of new products or services offered by the company.
• Provided first-contact resolution whenever possible by utilizing extensive product knowledge and problem-solving skills.
• Exceeded performance targets consistently while maintaining exceptional levels of customer service quality.
• Streamlined communication with clients, leading to improved relationships and increased retention rates.
• Developed customized solutions for clients, resulting in higher satisfaction rates and repeat business.
• Demonstrated empathy towards customers'' needs while simultaneously adhering to company policies and guidelines.
• Delivered outstanding support during peak periods, adeptly handling increased call volume without compromising service quality.
• Proactively identified potential problems for clients, offering tailored solutions before issues could escalate.
• Negotiated favorable outcomes for both clients and the company in challenging circumstances or disputes.
• Kept up-to-date on industry trends and developments, enabling informed guidance for customers seeking assistance or advice.
• Conducted thorough research to provide well-informed recommendations for client challenges.
• Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
• Implemented effective follow-up strategies, leading to enhanced customer loyalty and reduced churn rate.
• Trained new team members on company policies, procedures, and best practices in customer care.
• Maintained detailed records of client interactions, ensuring seamless continuity across subsequent communications.
• Resolved complex customer issues, ensuring a positive and efficient experience.
• Assisted call-in customers with questions and orders.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Navigated multiple computer systems and applications to find information.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Logged call information and solutions provided into internal database.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Implemented and developed customer service training processes.
• Delivered prompt service to prioritize customer needs.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Investigated and resolved customer inquiries and complaints quickly.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Educated customers about billing, payment processing and support policies and procedures.
• Trained new personnel regarding company operations, policies and services.
• Trained staff on operating procedures and company services.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Met customer call guidelines for service levels, handle time and productivity.
• Maintained up-to-date knowledge of product and service changes.