Kgomotso Susan Morero
Johannesburg
Summary
Driven Project Manager with a proven track record at Joburg Property Company, excelling in strategic planning and staff management. Skilled in navigating commercial construction projects and fostering team cohesion, demonstrated success in enhancing project delivery by implementing effective contract management and negotiation. Fluent in multiple languages, adept at steering projects to completion with a focus on surpassing stakeholder expectations.
Overview
20
20
years of professional experience
Work History
Project Manager
Joburg Property Company
Johannesburg South Africa
03.2018 - 11.2022
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Identified plans and resources required to meet project goals and objectives.
- Monitored project performance to identify areas of improvement and make adjustments.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
- Provided detailed project status updates to stakeholders and executive management.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Prepared and submitted project invoices for review and approval.
- Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
- Negotiated and managed third-party contracts related to project deliverables.
- Negotiated contracts with vendors and suppliers, securing quality materials at competitive prices for efficient use of resources.
- Ensured regulatory compliance by closely monitoring applicable laws and regulations within the industry sector throughout each stage of the project life cycle.
Call Center Representative
City of Johannesburg
Johannesburg
08.2008 - 06.2012
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Boosted customer service satisfaction ratings through consistent quality control.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
New Business Agent
Standard Bank
Johannesburg
05.2003 - 07.2008
- Informed clients of policies and procedures.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Resolved caller issues quickly and thoroughly.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Established strong customer relationships, building recommendations and loyalty.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Obtained client information by answering telephone calls.
- Maintained comprehensive product and service knowledge for accurate, informative customer advice.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Processed customer orders quickly and accurately for timely delivery.
- Expanded customer base through effective networking, cold calling, and relationship-building strategies.
- Managed complex cases involving high-risk clientele or unique circumstances, successfully mitigating potential challenges through diligent research and collaboration with colleagues.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Advised customers about new products and assisted customers in determining best Type product for needs.
Education
Bachelor Of Applied Social Science - Psychology And Counselling
South African College of Applied Psychology
Cape Town11.2023
Certificate Of Competence - Property Management
WITS
Johannesburg 11.2014
Bachelor Of Technology - Management Quantitative Methods
UNISA
Johannesburg 06.2014
National Diploma - Management
Technikon Pretoria
Pretoria12.2003
Skills
Team Bonding
Staff Management
Commercial construction
Strategic planning
Startups and turnarounds background
Project Management
Fluent in Language
New product introductions strategies
Contract Management
Timeline
Project Manager
Joburg Property Company
03.2018 - 11.2022
Call Center Representative
City of Johannesburg
08.2008 - 06.2012
New Business Agent
Standard Bank
05.2003 - 07.2008
Bachelor Of Applied Social Science - Psychology And Counselling
South African College of Applied Psychology
Certificate Of Competence - Property Management
WITS
Bachelor Of Technology - Management Quantitative Methods
UNISA
National Diploma - Management
Technikon Pretoria