Neo Ramothata

• Demonstrated adaptability when faced with changes or challenges in project requirements by quickly adjusting strategies to maintain progress toward desired outcomes.
• Developed strong relationships with clients, fostering trust and loyalty through consistent communication and followup.
• Enhanced customer satisfaction by effectively addressing and resolving complaints in a timely manner.
• Identified areas for improvement within the service process, proposing strategic solutions that led to improved performance metrics.
• Utilized advanced problem-solving skills when troubleshooting complex issues during project completion stages.
• Increased client retention through exceptional customer service, consistently going above and beyond to meet their needs.
• Consistently exceeded performance goals by proactively identifying ways to exceed expectations in delivering services.
• Implemented quality control measures that resulted in a decrease in reported issues from customers regarding our services provided.
• Proactively engaged with clients to solicit feedback, using that information to continually refine and improve the overall customer experience.
• Collaborated with cross-functional teams to deliver cohesive and comprehensive service offerings, resulting in improved client satisfaction.
• Coordinated closely with internal teams during project development phases, ensuring all parties were aligned on expectations and requirements.
• Worked with clients to maximize individual success.
• Maintained detailed records of client interactions, tracking progress over time and using data to inform future decisionmaking.
• Conducted regular evaluations of service offerings to ensure alignment with industry standards and trends, making necessary adjustments as needed.

· Customer service lead SSA GSP

· Customer service, Reporting & Analysis. Service Assurance

· Collaborate with vendors.

· Provides input on new and existing Procedures or Processes

· Escalations

· Support requests from any of the GSP countries.

· Service performance management and monitoring for all GSP countries I Am Managing through daily follow up and audits, weekly service calls and follow up, exception handling of issues that come up, monthly memo drafts and interim memos or letters of concern.

· Adhoc requests

· Compliance (FCPA, PAP etc.)

· SOP checks and updates monthly.

Monthly audits and by deadline.

· Service and cost reduction projects.

· Daily Operational management for 7 countries

• Assisted call-in customers with questions and orders.
• Managed high call volume with exceptional professionalism and efficiency.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Maintained a high level of product knowledge to provide accurate information and support to customers.
• Contributed to team success, consistently achieving call center performance metrics.
• Navigated multiple computer systems and applications to find information.
• Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
• Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
• Logged call information and solutions provided into internal database.

• Maintained detailed records of customer interactions, ensuring accurate tracking and followup.
• Utilized remote desktop tools effectively when necessary for efficient troubleshooting assistance directly on client systems.
• Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
• Collaborated with cross-functional teams to identify and resolve complex customer problems.

• Administration
• Data capturing
• Staff Management 18 employees
• Managing dairy
• Arranging presentation for clients
• Doing payment requisition and invoices
• Assisting with agents training
• Sales and marketing
• Event management
• Feedback to Directors

• Administering the usage of the CRM system corresponding and loading registration on the system
• Conducting daily interviews on appointments booked
• Performing both virtual interviews and face to face daily
• Follow ups on interviewed prospective client
• Closing sales
• Providing financial guidance and advising on products offered by the institution
• Building a relationship long term relations with existing clients
• Customer service