Mmathapelo Mosala
Summary
Seasoned professional with a proven track record at the British High Commission, adept in diplomatic protocol and crisis management. Excelled in enhancing team collaboration and implementing strategic improvements, significantly boosting efficiency. Demonstrates exceptional analytical skills and adaptability, driving successful outcomes in high-stakes environments.
Overview
15
15
years of professional experience
Work History
Consular Officer
British High Commission
02.2023 - 10.2023
- Assisted travelers in applying for new or emergency passports.
- Helped travelers retrieve stolen documents and fill out paperwork.
- Conducted outreach activities to educate the public about UK travel requirements and promote cultural exchange programs.
- Maintained detailed records of all consular cases, ensuring data integrity for future reference or reporting purposes.
- Collaborated with interagency partners for effective coordination on consular matters, resulting in improved service delivery.
- Assisted families in navigating the repatriation process for deceased loved ones, demonstrating compassion and professionalism throughout a difficult time.
- Collaborated with other departments to develop integrated branding and public relations strategies.
- Led crisis communications and media relations activities in response to challenging situations.
Operational Support Officer
Department of Business and Trade (UK)
10.2021 - 01.2023
- Enhanced project efficiency by streamlining communication channels and implementing effective collaboration tools.
- Enhanced team collaboration through effective communication, training sessions, and regular performance reviews.
- Developed strong relationships with internal departments to ensure seamless cooperation in achieving company goals.
- Assisted in the development of annual budgets, monitoring expenses closely to ensure adherence to financial guidelines.
- Delivered reliable administrative support to senior leaders by managing schedules, organizing meetings, and maintaining confidential files securely.
- Played a crucial role in onboarding new employees by providing comprehensive training materials and serving as a mentor throughout their initial employment period.
- Conducted regular audits of operational procedures to identify areas for improvement and implement necessary changes.
- Created and maintained well-organized electronic and hard copy files to support business processes.
- Educated staff on organizational mission and goals to help employees achieve success.
Operations Team Leader
British High Commission-UKVI
10.2018 - 09.2021
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Implemented quality assurance measures that led to improved product consistency.
- Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
- Streamlined workflows for increased efficiency by identifying redundancies and implementing lean principles where appropriate.
- Enhanced team productivity through regular performance evaluations and targeted coaching sessions.
- Produced detailed reports outlining performance against benchmarks.
- Developed strong relationships with cross-functional teams to improve communication and collaboration.
- Implemented new software tools for better project tracking, leading to increased overall efficiency.
- Conducted regular staff training sessions to ensure consistent implementation of best practices across the team.
- Sat on new hire interviewing panel and made recommendations.
- Maintained database systems to track and analyze operational data.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Evaluated customer needs and feedback to drive product and service improvements.
- Conducted regular reviews of operations and identified areas for improvement.
Supply and Procurement Officer
US Consulate
09.2017 - 09.2018
- Evaluated vendor performance regularly to maintain reliable supply chain operations and address issues promptly.
- Maintained detailed records of all procurement activities for reference purposes as well as for auditing and compliance.
- Built relationships with vendors to negotiate ideal terms for purchases.
- Assisted in the development of annual budgets by forecasting procurement needs accurately based on historical data analysis.
- Evaluated internal needs and developed plans for maintaining optimal supply levels.
- Enhanced inventory management by implementing a well-organized system for tracking stock levels and reorder points.
- Conducted risk assessments for supply chain disruptions and implemented contingency plans accordingly to minimize impact on business operations.
- Provided accurate and up-to-date records of leading procurement procedures.
- Utilized software to order, track and invoice product shipments.
- Performed yearly store audits in collaboration with managers and sales associates to provide feedback.
Mailroom Assistant
US Embassy
05.2017 - 09.2017
- Weighed letters and packages and calculated costs based on classification, weight, and destination.
- Managed inventory of office supplies related to mailing needs, ensuring adequate stock was maintained at all times.
- Supported administrative staff with tasks such as filing, photocopying, and data entry when necessary, improving overall efficiency.
- Utilized tracking systems for both incoming and outgoing packages, providing accurate updates on shipment status when needed.
- Collaborated with team members to ensure smooth daily operations within the mailroom, promoting a positive work environment.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Updated and maintained mailing lists and customer records.
Customer Service Supervisor- Call Center
Department Of Labor And Employment
09.2015 - 03.2017
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Created team rotations to man center effectively during peak hours.
- Improved caller satisfaction with thorough quality assurance protocols, ensuring every team member delivered consistent service.
- Spearheaded adoption of customer relationship management (CRM) software, enhancing data accuracy and accessibility.
Sales Team Leader
Nedbank
03.2009 - 02.2015
- Boosted sales performance by implementing effective team training and coaching strategies.
- Led weekly sales meetings to review performance metrics and develop action plans for continuous improvement.
- Expanded company customer base and cemented market presence by implementing strategic sales plans.
- Analyzed market trends and competitor activity to identify new business opportunities for the team.
- Expanded market presence through strategic partnerships that led to increased referral business for the sales team.
- Set ambitious sales goals and motivated strong performance to keep team growing effectively.
- Coordinated regular trainings on product updates or new offerings so that the entire sales force stayed informed about current industry developments.
- Trained, coached, and mentored new sales associates for maximum performance.
- Attended monthly sales meetings and quarterly sales trainings.
- Built relationships with customers and community to promote long term business growth.
- Contributed to team objectives in fast-paced environment.
Education
No Degree - Microsoft Office Certified
TestOut
Pretoria 04.2001 -
No Degree - Law (Pre-Law)
University of South Africa
Pretoria 04.2001 -
No Degree - Public Relations
Tshwane North College
Pretoria, South Africa 04.2001 -
Skills
Document Verification
Information Verification
Analytical Skills
Document creation
Diplomatic Protocol
Visa processing
Crisis Management
Teamwork and Collaboration
Problem-Solving
Adaptability and Flexibility
Analysis and research
Staff Training
Operations Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Location Preference
HybridTimeline
Consular Officer
British High Commission
02.2023 - 10.2023
Operational Support Officer
Department of Business and Trade (UK)
10.2021 - 01.2023
Operations Team Leader
British High Commission-UKVI
10.2018 - 09.2021
Supply and Procurement Officer
US Consulate
09.2017 - 09.2018
Mailroom Assistant
US Embassy
05.2017 - 09.2017
Customer Service Supervisor- Call Center
Department Of Labor And Employment
09.2015 - 03.2017
Sales Team Leader
Nedbank
03.2009 - 02.2015
No Degree - Microsoft Office Certified
TestOut
04.2001 -
No Degree - Law (Pre-Law)
University of South Africa
04.2001 -
No Degree - Public Relations
Tshwane North College
04.2001 -