Johanna Tsholofelo Bakwena
Human Resource Specialist
P O BOX 682 Molepolole
Summary
Resourceful and experienced worker offering expertise in customer service, travel coordination and file management. Detail-oriented team player with strong organizational skills. Responsible, punctual and productive when working with little to no supervision.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Customer Due Diligence Officer
ABSA Bank Botswana
12.2021 - 12.2023
- Supported on-going review of personal and business accounts and related parties information and documentation is up to date
- Conducted a gap analysis on compliant and non-compliant customer accounts
- Resolved deficiencies by using standard procedures or returning incomplete KYC documents to the team leader for resolution
- Verified that company whose accounts are complaint with the Register of Companies
- Daily management information reporting
- Responsible for efficient, accurate and effective maintenance of information of new and updated accounts database
- The role required responsibility for the team in executing tasks and reporting to the manager to improve efficiency in data collection and management of information
- Provided general support and perform other ad-hoc as and when required by compliance manager and department when required
- Managed approximately 25 incoming calls, 40 emails and 10 post mail per day from customers
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
Customer Service Advisor
DHL Botswana
08.2021 - 10.2021
- Registering, manage and mitigate customer queries, complaints and conflicts
- Resolves deficiencies using standard procedures and escalated queries of unsatisfied customers to the customer service manager
- Embassy and local bookings for VISA and passport collections between the company, customers
- Providing spot quotations and performing up and cross-selling on inbound customer calls
- Using NPTS and Gemma to check shipment status, track shipment, duty fees and inform clients
Customer Service Representative
Direct BPO
06.2020 - 08.2021
- Up-selling and cross-selling Mascom services and products to optimize sales and meet targets
- Filtering, escalating priority issues and reporting to team leaders
- Completing call notes and updating them on different software (Smartz, One Agent, Ngin2/Ngin3, Siebel, Knowmax)
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Assistant Administrative Officer (Intern)
Department of Wildlife & Natural Parks
06.2016 - 09.2018
- Provided admin support providing in finance, initiation procurement, organization of office and crisis management to administrative officer
- First point of contact for range of staff and external stakeholders
- Answered and filtered phone calls to relevant staff
- Processing and directing mail and incoming packages or deliveries
- Prepared monthly customer service reports to be sent to head office
- Prepared payments for employee claims, checking votes balances and supplier payments using Government Accounting Budget System (GAPS)
- Maintained database by entering new and updated staff and account information
- Filing documents to ensure smooth operations of office and updating staff files, for example appointment, promotion and acting letters
- Oriented customers on procedures and required documents for opening accounts, changing account holders and closure of accounts
- Initiation in resolving customer grievances flagged and escalated complex issues to the Customer Service Manager for resolution
- Enhanced overall office productivity through effective staff management and coordination of daily tasks.
Education
Bachelor of Arts (Hons) - Business Management
University of Derby/Botswana Accountancy College
Gaborone 09.2012 - 04.2015
Skills
Report Preparation
Customer service excellence
Complaint Handling
Customer Relations
File Maintenance
Office Coordination
Customer Service
Active Listening
Problem-solving abilities
Staff Management
Confidential Document Control
Personnel engagement
Community Service
Volunteer Member at The Botswana Red Cross
Volunteered as a mentor under the USAID DREAMS program, 01/01/18, 12/31/19
References
- Onkamogetse Montsho, Senior Administration Officer, Department of Wildlife and National Parks, (+267) 5920349
- Bradford Tangane, Customer Service Supervisor, Direct BPO, (+267) 3210007, (+267) 74 156 582, (+267) 72 320 469
- Silvia Anderson, Head of Customer Service, DHL Botswana, Sylvia.Anderson@dhl.com, (+267) 72 798 810
Training
Conducted by Botswana Institute of Banking and Finance, 08/01/23
Timeline
Customer Due Diligence Officer
ABSA Bank Botswana
12.2021 - 12.2023
Customer Service Advisor
DHL Botswana
08.2021 - 10.2021
Customer Service Representative
Direct BPO
06.2020 - 08.2021
Assistant Administrative Officer (Intern)
Department of Wildlife & Natural Parks
06.2016 - 09.2018
Bachelor of Arts (Hons) - Business Management
University of Derby/Botswana Accountancy College
09.2012 - 04.2015
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