Experience

• 

  Ministry of Basic Education

  • South-East, Botswana

  • Education Facilitator

    • Jan 2021 - Present
    • South-East, Botswana

• 

  University of Botswana

  • Gaborone, Botswana

  • Student

    • Aug 2019 - Jul 2022
    • Gaborone, Botswana

• 

  Standard Chartered Bank

  • United Kingdom
  • Banking
  • 700 & Above Employee

  • Client Experience Analyst

    • Jun 2012 - Jun 2017

    My duties include but not confined to:- Performing monthly call backs on Tellers,Branch Sales and Service Officers in assigned branches- Conducting bi-annual survey on Business Clients and quarterly survey for Employee Banking. - Monitoring Service Quality and maintain Service Standards- General administrative work, which may include preparation of reports, procurement and distribution of branded merchandise, and see to mystery shopping and other external surveys.- Cross selling bank products on promotion and new products. - Tracking of Overall client satisfaction- Monitoring effectiveness of the client care centre and complaints resolution platforms.- Monitoring and promote use of alternate delivery channels.- Presenting reports to staff (Country Head of Retail Banking, Product managers, Relationship managers, Branch Managers and Client Service Offices) on client surveys.

  • CE analyst

    • Jun 2012 - Jun 2017

    I conduct loyalty surveys via outbound calls and compute the data into figures, then interpret the data by Key Performance Indicators and comparison by time periods. Compute monthly Net Promoter Scores for front line staff. In addition to branch performance, I also monitor Business Clients portfolios through the same metrics but over a longer period of time.

• 

  Ministry Of Home Affairs, Department of Labour and Social Security

  • Molepolole,

  • Intern officer

    • Oct 2010 - Jun 2012
    • Molepolole,

    At the Labour inspectorate I was assigned with:- inspection of business establishmments to ensure compliance with the provisions of the Employment Act; advising both employees and employers on good practices and labour laws to ensure conformity.- Registration of trade disputes from both employees and employers.- Registration and placement of job seekersAt the end of the each month I would prepare for the District Labour Office an Job Seekers employment and registration report