Summary
Overview
Work History
Education
Skills
Websites
Certification
References
Timeline
Generic

Kelebohile Moletsane

Summary

Experienced Customer Service Specialist with a strong background in optimizing customer experiences and continually improving operations. Proficient in implementing effective strategies and eager to leverage data-driven insights for decision-making and continuous improvement. Adept at problem-solving and thriving in dynamic environments, I am prepared to transition into a Reporting and Data Analyst role. With a track record of leadership and expertise in credit control and administration, I am a self-starter who embraces challenges. My leadership abilities and expertise in credit control and administration enable me to lead teams, projects, optimize operations, and cultivate positive stakeholder relationships.

Overview

13
13
years of professional experience
1
1
Certification

Work History

CONSUMER CARE CONSULTANT

South African Breweries (ABInBev)
11.2019 - Current
  • Collaborated with the Projects and Zone Internal Quality team to establish and manage the in-house Consumer Care department
  • Played a key role in identifying and implementing impactful customer service initiatives, contributing to an enhanced consumer experience
  • Specialized in efficiently managing comprehensive query and complaint resolution operations across the African region
  • Collaborated with cross-functional teams, including Corporate Affairs, Quality, Marketing, Procurement, Sales & Trade Marketing, contributing to the success of the entire global business
  • Developed a Power BI Consumer Care dashboard to elevate operational efficiency, accurately track daily performance metrics, and ensure adherence to SLAs, thereby enhancing process optimization
  • Consistently achieved and exceeded Service Level Agreements (SLAs) with a target of 90%, ensuring quality service and exceptional customer satisfaction
  • Revamped voucher issuance tracking for product quality complaints by innovatively creating forms, streamlining operations for better efficiency
  • Currently developing a dynamic Power BI dashboard to track product and brewery expenditures.

CUSTOMER CREDIT CONTROLLER

South African Breweries (SAB)
09.2014 - 10.2019
  • Collaborated with the team to develop and implement daily collections strategies, contributing to consistently meeting targets and optimizing order processing
  • Utilized analytics to identify volume opportunities, forecast potential customer account growth, and establish efficiency limits for effective risk management
  • Utilized reports and CRM systems to identify volume opportunities, forecast potential customer account growth, and establish efficiency thresholds, ensuring effective risk management
  • Managed National and Regional Group Accounts, ensuring streamlined billing schedules, precise payment allocations, and reconciliations
  • Cultivated positive relationships with both internal and external stakeholders, promoting effective collaboration and communication
  • Proficiently utilized SAP, Advanced Excel, QlikView, and Microsoft Office for account management, credit appraisals, document verification, and document creation
  • In the absence of the lead, I assumed a leadership opportunity as 2IC within a team of 7, overseeing daily operations in the absence of the lead
  • During the team leader's absence, I assumed a leadership role as 2IC within a team of 7, overseeing daily operations and ensuring continuity.

CUSTOMER SERVICE ADMINISTRATOR

Virgin Mobile South Africa
06.2011 - 03.2012
  • Attended to customer queries with diligence, effectively managing billing inquiries and collaborating seamlessly with accounts and legal departments for swift resolution
  • Provided support to the legal and accounts teams by addressing account complaints, conducting investigations, providing account information such as statements and customer interactions, as well as collaborated with the retention team to enhance decision-making for improved customer experience and satisfaction
  • Successfully resolved escalated customer service issues by leveraging customer relationships and implementing strategic problem-solving techniques
  • Implemented targeted strategies to enhance customer loyalty and overall experience, contributing to the continuous improvement of service delivery
  • Worked closely with leads to successfully resolve escalated customer queries by leveraging strong customer relationships, implementing strategic problem-solving techniques, and actively contributing to ongoing service improvements.

Education

Media Studies Diploma - Media - Marketing And Communication

Boston Media House
Sandton
2012

High School Diploma -

The Hill High School
Johannesburg
2007

Skills

  • Data Analysis and Visualization: Microsoft Power BI, Microsoft Excel(Advanced), Google Sheets, SQL, Tableau, Python, Qlickview
  • Customer Relationship Management (CRM): Salesforce
  • Financial Software: SAP
  • Document Management: Microsoft Office Suite (Word, PowerPoint)
  • Collaborative Problem Solving
  • Customer Service and Complaint Resolution
  • Communication
  • Project Management and Leadership
  • Reporting and Analytics
  • Data Science and Machine Learning

Certification

DATA SCIENCE CERTIFICATE

ALX Tech Programme (Explore AI Academy), Johannesburg
AUG - 2024
Currently enrolled in the Data Science Certificate program, set to complete in August 2024. Training in data science and AI, covering tools like Google Sheets, Excel, SQL Server, Power BI, and Python. Focus on data analysis, visualization, and cloud computing with AWS. Engaged in hands-on projects to apply learned techniques.


CAREER ESSENTIALS IN DATA ANALYSIS

Microsoft and LinkedIn Learning
FEB - 2024
Completed an online program on essential data analysis skills, including data cleaning, manipulation, and interpretation. Mastered data visualization and analytics tools for effective communication of insights. Built a foundation in statistical analysis and predictive modeling. Applied concepts through practical exercises and case studies.


REPORTING & ANALYTICS

South African Breweries - In-House Skills Development
FEB - 2023
Completed a 6-month program on data analysis and reporting techniques. Gained expertise in data collection, manipulation, and visualization using industry-standard tools. Developed skills in generating actionable insights and strategic recommendations. Engaged in projects to apply theoretical concepts to real-world scenarios.


CHANGE MANAGEMENT, CX and UX

South African Breweries - In-House Skills Development
MAY - 2022
Participated in a 3-month program on change management, customer experience, and user experience. Learned strategies for navigating organizational transitions and enhancing customer satisfaction. Developed skills in customer pain point identification and interaction improvement. Applied concepts through interactive workshops and case studies.


AGILE & LEAN SIX SIGMA - WHITE BELT

South African Breweries - In-House Skills Development
JAN - 2022
Completed a 3-month program on Agile and Lean Six Sigma methodologies. Acquired knowledge in process optimization, waste reduction, and continuous improvement. Collaborated on real-world projects to apply Agile and Lean principles. Engaged in hands-on exercises to develop problem-solving abilities.

References

References available upon request

Timeline

CONSUMER CARE CONSULTANT

South African Breweries (ABInBev)
11.2019 - Current

CUSTOMER CREDIT CONTROLLER

South African Breweries (SAB)
09.2014 - 10.2019

CUSTOMER SERVICE ADMINISTRATOR

Virgin Mobile South Africa
06.2011 - 03.2012

Media Studies Diploma - Media - Marketing And Communication

Boston Media House

High School Diploma -

The Hill High School

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Kelebohile Moletsane