Summary
Overview
Work History
Education
Skills
Websites
Certification
Additional Information
References
Timeline
Generic

Kelebohile Moletsane

Johannesburg,Gauteng

Summary

Customer Service & Operations Specialist with over 5 years’ experience in the FMCG sector (SAB/AB InBev), with a background in Credit Control, Consumer Care, and Sales Operations. In my current role, I’ve expanded into reporting and analytics—using tools like Power BI and Salesforce to streamline processes, support stakeholders, and deliver data-driven insights. Skilled in SAP (Credit Management, Order-to-Cash) and experienced in cross-functional collaboration across Africa, I’m certified in Data Science (ALX) and trained in Lean Six Sigma and Continuous Improvement. Known for taking initiative and stepping into leadership roles, I drive improvements that enhance customer experience and team efficiency. I am also actively preparing to pursue a degree in International Business Management to further enhance my strategic insight and long-term contributions.

Overview

14
14
years of professional experience
1
1
Certification

Work History

CONSUMER CARE CONSULTANT

South African Breweries (ABInBev)
11.2019 - Current
  • Established In-House Consumer Care Operations Collaborated with Zone Internal Quality and Project teams to establish and operationalize the Consumer Care department, enhancing service delivery across the Africa Zone.
  • Complex Query & Complaint Management Handled product complaints, event-related queries, vendor issues, and import/export concerns—delivering consistent, high-quality service across diverse markets.
  • Cross-Functional Collaboration Partnered daily with departments including Quality, Sales, Trade Marketing, Procurement, Corporate Affairs, and Logistics to support efficient case resolution and improve customer experience.
  • Salesforce CRM Case Management Utilized Salesforce to track, escalate, and resolve consumer cases while maintaining SLA compliance and transparency for internal stakeholders.
  • Power BI Dashboard Development Designed and implemented a live dashboard to monitor daily performance, SLA adherence, and case volumes, empowering leadership with actionable insights.
  • SLA Performance & Service Excellence Consistently achieved a 90%+ SLA resolution rate by optimizing workflows, improving escalation processes, and supporting proactive service delivery.
  • Compensation Process Improvement Developed a digital voucher tracking system using Microsoft Forms and Excel to streamline the compensation process for product quality complaints, enhancing visibility and accountability.
  • Expenditure Reporting Dashboard (Ongoing) Currently building a Power BI dashboard to track product complaint compensation and brewery-specific expenditure, supporting Finance and Quality teams with strategic reporting.
  • Ad Hoc Reporting & Campaign Feedback Provide Marketing and Trade Marketing teams with ad hoc reports and insights on consumer feedback and campaign responses.
  • Operational Support & Leadership Backup Frequently stepped in to support the Operations Manager with reporting, technical escalations, and stakeholder coordination, demonstrating initiative and leadership readiness.

CUSTOMER CREDIT CONTROLLER

South African Breweries (SAB)
09.2014 - 10.2019
  • Credit Control & Collections Strategy
    Collaborated with the credit team to design and execute daily collections strategies—contributing to consistent target achievement and improved order-to-cash processing efficiency.
  • Risk Management through Reporting
    Leveraged SAP, QlikView, and Excel to monitor credit risk, forecast customer account growth, and implement volume and efficiency thresholds for proactive risk control.
  • National & Regional Account Management
    Managed high-volume national and regional group accounts, ensuring accurate billing schedules, on-time payment allocations, and regular account reconciliations.
  • Data-Driven Decision Support
    Used reports and CRM tools to identify collection trends, spot payment risks, and support business decisions related to account handling and credit exposure.
  • Cross-Functional Collaboration
    Maintained effective communication with Sales, Finance, and Customer Service teams to resolve disputes and streamline cash flow.
  • Leadership & Team Coordination
    Stepped up as Second-in-Charge (2IC) during the team leader’s absence—overseeing a team of 7, ensuring daily tasks were executed, and resolving escalations to maintain service continuity.
  • Tool Proficiency
    Skilled in SAP (Credit Management), QlikView, Advanced Excel (VLOOKUP, PivotTables), and Microsoft Office Suite for credit appraisals, document verification, and reporting.

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, South Africa
2012

High School Diploma -

The Hill High School
Johannesburg, South Africa
2007

Skills

  • Data Analysis & Visualization:
    Power BI, Advanced Excel, SQL, Tableau, Python (basic), QlikView
  • Customer Relationship Management (CRM):
    Salesforce, SAP CRM
  • Enterprise Resource Planning (ERP):
    SAP (Credit Management, Order-to-Cash)
  • Reporting & Business Intelligence:
    Dashboard creation, KPI monitoring, data-driven insights for decision-making
  • Project Management & Collaboration:
    Process improvement, stakeholder engagement across cross-functional teams, team leadership support
  • Customer Service & Operations:
    Complaint resolution, customer experience enhancement, operational support
  • Additional Tools:
    Microsoft Office Suite (Word, PowerPoint, Google Sheets)
  • Foundations in Data Science:
    Data Analytics, Lean Six Sigma methodologies, Continuous Improvement
  • Data Science & Machine Learning: (Certified in Data Science - ALX) – foundational competencies in machine learning techniques and data-driven decision making

Certification

DATA SCIENCE CERTIFICATE

ALX Tech Programme (Explore AI Academy), Johannesburg
AUG - 2024
Completed the Data Science Certificate program, . 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.



Additional Information

Personal Development:


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