Nelly Tebogo Mohale

Created a digital file classification system for company-wide use.

• Oversaw facility maintenance and allocated needed resources to meet standards.

• Streamlined processes to improve and optimize office operations.

• Monitored health and safety measures for guaranteed compliance.

• Call coaching and evaluations, Auditing, Admin, Grooming the agents and motivating them.

• Ensuring compliance and ensuring good customer service • Ensuring the brand is upheld and protected.

• Recruiting and training

• Assisted the sales team with technical presentations and after sales support.

Creative processes to improve the end-user experience.

• Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
• Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
• Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Upload prove of deliveries and updating the customer's dashboard.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
• Facilitated strategic decision-making.
• Drove continuous improvement and product knowledge assessments to identify training needs.
• Ensured business continuity by verifying that risk controls were constantly adhered to by team members.
• Consistently met and exceeded operational goals through meticulous prioritization and work planning.
• Fostered positive employee relationships through communication, training, and coaching.

• Reduced incidents of workplace conflict by developing practical resources on communication styles, unconscious biases, and emotional intelligence techniques for staff members at all levels of the organization.
• Reviewed internal communications materials from an equity lens ensuring unbiased representation of company values.
• Partnered with senior management to integrate equality objectives into overall business strategy.
• Conducted regular audits to assess compliance with diversity and inclusion regulations and guidelines.
• Supported a department of employees by answering questions and providing outstanding mentoring.
• Conducted evaluations to identify weak areas and problematic issues while promoting corrective methods.
• Provided extensive quality assurance training via both in-person and remote teleconferences.
• Monitored activities as well as supporting systems, making sure that they met all compliance regulations.
• Monitored employee performance while completing tasks to evaluate compliance with company standards.
• Analyzed data from external sources to identify potential problems with competitors' products and services.