Customer Care Sales
Resume:
EMMAH MACHARA
Contact
Address
Gaborone, GA 0000
Phone
72988888/77775600
**********@*****.***
WWW
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Skills
Team work
Leadership skills
Organizational skill
Great communication skills
Problem solving & Decision
Great customer sales skills
Technical skills
Ability to work Independently
Flexible & adaptable to change
Proven sales records
Work History
2014-03 - Current
Pre-School Manager
Beautiful Beginnings Academy, Gaborone
Supervised a team of 18 staff members, ensuring smooth daily operations & adhere to safety protocol.
Maintained a 95% safety record by implementing stringent cleanliness protocol & regular staff meetings & training.
Organised & led over 18 school events & activities annually improving student engagement.
Managed a multidisciplinary team, improving team efficiency through regular support & trainings.
Preplanned weekly educational activities, increasing overall student participation.
Managed stock inventory & timely supplier requests, reducing supply shortages.
Prepared & Managed school budget, ensuring cost-effective ordering & reducing expenses.
2010-08 - 2011-08
Customer Care Representative- Data Services Support
Orange Botswana, Gaborone
Provided technical support for Internet services on Blackberry, iPhone & other data services.
Troubleshoot & resolved modem & flybox issues, improving device connectivity.
Addressed & resolved over 50 first level data related queries weekly, ensuring a customer satisfaction rate of 90%.
Configured mobile data settings for over 50 devices weekly enhancing customer connectivity & reducing complaints.
Managed customer satisfaction surveys, providing feedback that led to improvement in service delivery.
2010-01 - 2013-10
Customer Advisor
Orange Botswana, Gaborone
Assisted over 50 customers in opening new contracts accounts monthly, ensuring seamless on boarding & account set-up.
Increased product sales through proactive customer engagement & effective product demonstrations.
Prepared & submitted detailed weekly performance reports, improving process transparency.
Maintained accurate stock balances, reducing stock discrepancies through regular audits & precise tracking.
Resolved over 80% to 85% of customer complaints on the first call, enhancing overall customer satisfaction.
Demonstrated product features to customers, resulting in increase of device sales.
Achieved topsales performance in the region, consistently exceeding sales targets.
2007-12 - 2008-12
Accounts Clerk
Builders World, Gaborone
Managed daily banking operations, ensuring accurate & timely deposits.
Distributed change to cashiers ensuring cash availability & reducing shortages.
Coordinate cash collection & distribution at the bank, reducing cash flow delays.
Safely handled & accounted for secure deliveries from Systems security ensuring compliance with security protocols.
Distributed & balanced airtime stock, reducing inventory discrepancy.
Processed & filed over 100 cash & credit invoices monthly, ensuring accurate documentation & reconciliation.
Contacted debtor customers, reducing outstanding balances through timely follow-up & negotiations.
Verified & balanced cash received from cashiers.
Prepared & submitted required documentation for security systems, ensuring compliance with safety regulations.
2009-02 - 2010-08
Customer Care Representative- Inquiries & Complaints
Orange Botswana, Gaborone
Provided detailed product & service information to over 50 customers daily enhancing product understanding.
Resolved 85% of customer complaints on the first contact, improving overall customer satisfaction.
Efficiently reffered customers to appropriate channels, reducing issue resolution time.
Maintained accurate daily records of customer interactions, contributing to improvement in team performance metrics.
Managed airtime distribution ensuring uninterrupted availability & accurate stock levels.
Distributed promotional items to key retail partners, contributing to increase in brand visibility & sales.
2006-12 - 2007-11
Typist
Ministry of Trade & Consumer Affairs, Gaborone
Typed & proofread official documents with accuracy, ensuring timely & error free communication.
Managed filling of oven 1000 records monthly, maintaining organised & easily retrievable documents.
Processed & sent faxes for departmental communication ensuring document transmission within tight deadlines.
Coordinate email communication for the department, ensuring swift & accurate information.
Handled general administrative tasks including document preparation, scheduling data entry, improving office efficiency.
2005-09 - 2006-10
Data Help Desk assistant
Mascom Wireless, Gaborone
Installed GPRS on over 50 compatible MSISDN device monthly, ensuring seamless Internet access for customers.
Provided support foe WAP services, improving customer understanding & usage efficiency.
Helped customers send Multimedia Messages ( Video/ Voice Clips), increasing successful transmission.
Delivered technical assistance on Mascom Services & products, resolving 80% of customer issues on first contact.
2004-03 - 2005-08
Health Care Assistant
Best Care Employment, London
Assisting patients with bathing, dressing, toileting & grooming.
Supporting patients in moving around, using mobility aids & transferring beds.
Helping patients with meals, including feeding those who require assistance.
Taking vitals signs such as blood pressure, temperature & pulse.
Monitoring patients for changes in condition reporting any concerns to team leader.
Assisting with catheter care & management.
Maintain a clean & safe environment for patients.
Assisting with the administration of medications under the supervision of a registered nurse.
2000-01 - 2001-09
Receptionist
Pabala Construction, Gaborone
Welcoming customers & visitors in a friendly & professional manner.
Directing customers & visitors to the appropriate person or department.
Providing relevant information about the company to customers.
Answering incoming calls promptly & professionally.
Taking messages & forwarding them to the appropriate departments.
Maintaining a clean & organised front desk area.
Scheduling appointment & meetings.
Maintaining office files & records.
Providing support to other departments as needed.
Call Center Operator
Orange Botswana, Gaborone
Recommended products to customers, thoroughly explaining details.
Responded to customer requests for products, services, and company information.
Assisted customers by answering questions and responding to inquiries.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Received multiple positive reviews acknowledging dedication to excellent customer service.
Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
Adapted communication style when necessary to accommodate diverse callers, ensuring understanding and clarity during conversations.
Boosted sales conversions by effectively upselling relevant products and services during customer interactions.
Achieved a high first-call resolution rate by quickly identifying issues and providing appropriate solutions.
Provided exemplary customer service, earning recognition as a top performer for multiple consecutive months.
Investigated and resolved customer inquiries and complaints quickly.
Maintained up-to-date knowledge of product and service changes.
Educated customers about billing, payment processing and support policies and procedures.
Education
Health & Social Care/ Auxiliary Nursing
School of Nursing & Computing - London, United Kingdom
Adult Literacy
School of Nursing & Computing - London, United Kingdom
Adult Numeracy
School of Nursing & Computing - London, United Kingdom
2002-04
Computer Basics Certificate
GIPS Institute - Gaborone, Botswana
Cambridge O' Level
St Joseph's College - Gaborone, Botswana
Diploma in Information Technology
Best Care College - London, United Kingdom
Identityno
600022616
Licenseno
176194
Personal Information
Date of Birth: 08/27/83
Nationality: Motswana
Awards
AIDS AWARENESS AWARD. St Joseph's College
Employee of the month Jan 2010. Orange Botswana
Employee of the month Feb 2010 Orange Botswana
Employee of the month March 2010 Orange Botswana
Best Employee of the year 2016 Beautiful Beginnings Academy
Employee of the year 2023 Beautiful Beginnings Academy
Projects Involved In
*AIDS AWARENESS -ST Joseph's College
* AIDS AWARENESS -Mmopane HomeBased Care
*Women Empowerment Gaborone
REFERENCES
Respect Sibanda
DIRECTOR
Beautiful Beginnings Academy Tel: +267********
Kabelo Lenong
Manager
Orange Botswana, P/Bag BO64 Gaborone, 3693700/36938003
.
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