Boikanyo Keinyatse
Account Support Officer
Gaborone
Summary
Self-motivated, Team player and have more than 10 years experience in customer service environment. Strive to provide exceptional service that ensure client retention and unbiased positive feedback. Increased sales through up-selling techniques as well as implementing processes that drive profit.
Overview
17
17
years of professional experience
12
12
years of post-secondary education
Work History
Account Support Officer
1 2023
- Maintain up-to-date Customer records on the customer relationship management system and assume accountability that the automated customer relationship management system contains comprehensive and accurate data for each allocated account
- Analyze Customer credit worthiness, following the credit check processes and systems before an offer is placed to a customer
- Receive invoices from Suppliers for gadgets and check provisioning, Customer details, voucher amount and prepare a memo requesting authorization of payment
- Perform the administration of handset voucher distribution as part of service provisioning
- Follow up Customers for payments and capture all receipts of payments into SYSPRO, liaise with Technology for timeous implementation of projects and capture all material used for all projects (Cost of Works) into SYSPRO
- Ensure that all order entry and billing activities conform to governance and policy rules.
Contact Centre Supervisor-Dealer Support
BTCL
07.2016 - 12.2022
- Keep management informed on issues and problems
- Prepare weekly results and performance reports
- Ensure adherence to policies for attendance and established procedures
- Measure performance with key metrics such as call abandonment, calls waiting, and call answered
- Assist in the formulation of targets for individuals and teams
- Answer questions from staff and provide guidance and feedback.
Contact Centre Agent-Dealer Support
BTCL
10.2013 - 06.2016
- Handle customer queries
- Identify customer needs, answer questions, and solve problems
- Up-sell products and services when possible
- Manage inbound calls timely and friendly manner
- Complete call logs and reports
- Boost customer loyalty by offering a proper experience over the phone.
Customer Service Executive
BTCL
06.2009 - 09.2013
- Helped an average of 50+ customers per day
- Handle customers query and resolve them where necessary
- Received calls daily, answering questions and educating customers on our products.
Supervisor
Central Statistics Botswana
06.2006 - 07.2006
- Allocate job to enumerator and advise them where they need help
- Generate report from enumerator work daily
- Ensure that enumerator have all necessary material they need to carry out their duties
- Oversee drivers and authorize the car.
Education
Bachelor of Business Administration -
Unicaf University
06.2022 - Current
Post-Graduate Diploma in Project Management - undefined
Mancosa-South Africa
01.2017 - 04.2018
Diploma in Project Management - undefined
Institute of Development Management
07.2014 - 05.2016
Diploma in Accounting and Business Studies - undefined
University of Botswana
08.2006 - 05.2010
Honours Diploma in Information Technology - undefined
NIIT (Botho University)
02.2007 - 04.2009
DNIIT(Network Engineering- Microsoft Technology) - undefined
NIIT (Botho University)
01.2009 - 05.2009
Skills
Customer Service skills
Excellent Communication skills
Problem Solving skills
Microsoft Office
Time Management skills
Project Management skills
Supervisory skills
Leadership skill
Accomplishments
I have a class B driver's license
Languages
English
Setswana
References
- Lorraine Marumo- BTCL, lorrainem@btc.bw, 73000572
- Nnalerona Keisang-BTCL, nnalerona@btc.bw, 73003014
Timeline
Bachelor of Business Administration -
Unicaf University
06.2022 - Current
Post-Graduate Diploma in Project Management - undefined
Mancosa-South Africa
01.2017 - 04.2018
Contact Centre Supervisor-Dealer Support
BTCL
07.2016 - 12.2022
Diploma in Project Management - undefined
Institute of Development Management
07.2014 - 05.2016
Contact Centre Agent-Dealer Support
BTCL
10.2013 - 06.2016
Customer Service Executive
BTCL
06.2009 - 09.2013
DNIIT(Network Engineering- Microsoft Technology) - undefined
NIIT (Botho University)
01.2009 - 05.2009
Honours Diploma in Information Technology - undefined
NIIT (Botho University)
02.2007 - 04.2009
Diploma in Accounting and Business Studies - undefined
University of Botswana
08.2006 - 05.2010
Supervisor
Central Statistics Botswana
06.2006 - 07.2006
Account Support Officer
1 2023
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