Mpho Clement Mogatusi
Operations Support.
Palm Springs
Summary
Dynamic and detail-oriented professional with over 11 years of experience in operations, scheduling coordination, technical support, and customer service. Proven track record in the telecommunications and FMCG industries, excelling in problem-solving, service delivery, and partner management. Adept at managing escalations, adhering to SLAs, and delivering efficient results in high-pressure environments. Highly skilled in both leadership and collaborative roles, known for producing timely, accurate reports and setting high-performance standards. Currently pursuing advanced business management qualifications to further enhance skill set. Short-Term Goal: In the next 6 months, aiming to advance within current role, taking on more technical responsibilities. Long-Term Goal: Aspiring to become a highly skilled leader within the industry in 5 years, working alongside industry experts in a professional environment.
Overview
19
19
years of professional experience
4049
4049
years of post-secondary education
2
2
Languages
Work History
Operations Support
MultiChoice
12.2022 - Current
- Provide first-line technical support to accredited installers and customers regarding workmanship and escalations.
- Mediate disputes between customers and installers, ensuring compliance during on-site quality assurance checks.
- Communicate quality assurance program requirements to installers and review compliance with agreements and service levels.
Scheduling Coordinator
MultiChoice
07.2018 - 12.2022
- Managed the scheduling of price lock installations for installers nationwide.
- Spearheaded the '4 sure' project to optimize the allocation of work and installations.
- Assisted with executive and customer escalations, ensuring prompt installer allocations.
- Compiled monthly reports on installation statistics, contributing to strategic decision-making.
Field Services
MultiChoice
07.2014 - 05.2018
- Stock distribution and job allocation for multiple projects, including Project 100 and DPPI Price Lock.
- Created escalation forms used by the call center for handling installer-related issues.
- Provided technical support to installers via the Hunt Line and resolved complex technical queries.
Customer Service Agent
MultiChoice
02.2013 - 05.2014
- Handled customer inquiries, providing accurate information and solutions while maintaining high levels of satisfaction.
- Developed strong rapport with customers, effectively managing time and working efficiently under pressure in a fast-paced call center.
Controller
Ster-Kinekor
03.2008 - 01.2013
- Oversaw staff management, cash handling, stock control, and general office duties.
- Managed daily targets, customer complaints, and technical faults, reporting to the complex manager.
Cashier/Merchandiser
Woolworths
12.2006 - 03.2008
- Processed transactions, handled refunds, and promoted new products while ensuring high customer satisfaction.
Education
Postgraduate Diploma - Business Management
Regenesys Business School
11-2024
BBA - Business Management
Regenesys Business School
04.2001 - 01.2022
Senior Certificate -
Zakariyya Combined School
11-2004
Skills
Communication & Interpersonal Skills: Strong ability to connect with clients, colleagues, and managers effectively
Project & Operations Management: Skilled in managing multiple projects, ensuring adherence to SLAs, and optimizing service delivery
Technical Skills: Proficiency in sound editing, troubleshooting, and providing technical support across various platforms
Assist the business operations manager in planning, organizing and coordinating functions relating to the operation of the business
Maintain an updated client, customer, contractor and supplier management system
Keep up to date with the current market trends and industry forecasts
Coordinates with different departments to achieve optimal work production across the board
References
Elias, Thamane, Former Manager, 067 895 1957, MultiChoice
Timeline
Operations Support
MultiChoice
12.2022 - Current
Scheduling Coordinator
MultiChoice
07.2018 - 12.2022
Field Services
MultiChoice
07.2014 - 05.2018
Customer Service Agent
MultiChoice
02.2013 - 05.2014
Controller
Ster-Kinekor
03.2008 - 01.2013
Cashier/Merchandiser
Woolworths
12.2006 - 03.2008
BBA - Business Management
Regenesys Business School
04.2001 - 01.2022
Postgraduate Diploma - Business Management
Regenesys Business School
Senior Certificate -
Zakariyya Combined School