Open to opportunities

Boikanyo Patrick Koma

@boikanyopatrickkoma

Message

Customer service leader with 15+ years in call centers, CRM, and business leadership.

South Africa

Message

What I'm looking for

I seek roles where I can apply deep customer service and CRM expertise, lead teams, improve processes, and work with collaborative, community-minded organisations.

I am a seasoned customer service professional with over 15 years of call center and customer care experience, five years focused on CRM, and more than a decade leading a private company as director. I combine hands-on operational support with tender management, business administration, and stakeholder engagement to deliver measurable service outcomes.

My background includes senior consulting in contract billing and administration, supervising large-scale fieldwork for national census operations, and chairing a community project committee that liaises with investors and tribal authorities. I have led bid preparation (RFI/RFP/RFQ), compliance checks, SLA measurement, trend analysis, and first-call-resolution initiatives.

I bring practical technical familiarity with contact center platforms and enterprise applications, a strong track record in team supervision and community leadership, and a consistent focus on process improvement, relationship management, and delivering results aligned to organisational strategy.

Experience

Work history, roles, and key accomplishments

Current

Committee Chairperson

Current

Setlopo Projects Committee

Jun 2021 - Present (4 years 8 months)

Elected community chair responsible for representing community interests to investors and tribal authorities, convening meetings, advising on communal land projects and assisting in constitution drafting and dispute resolution.

Community Liaison Stakeholder Engagement Meeting facilitation Governance Conflict Resolution

Current

Director

Current

Octicon (Pty) Ltd

Feb 2015 - Present (11 years)

Manage company operations, budgeting and tender responses, preparing RFI/RFP/RFQ submissions and securing compliance to win government and private contracts while liaising with partners for joint ventures.

Business Administration Budgeting & Compliance Stakeholder Engagement Vendor Management Forecasting MS Office

Project Fieldwork Supervisor

Statistics South Africa

Feb 2022 - Mar 2022 (1 month)

Supervised fieldworkers for Census 2022, monitored daily progress, verified non-responses and ensured data quality and secure handling of census materials during enumeration and mop-up activities.

Field Supervision Data Quality Assurance Team Coordination Enumeration Progress Monitoring GIS Validation Reporting Asset Management

Senior Consultant

Vodacom SA

Jun 2008 - Aug 2013 (5 years 2 months)

Resolved customer and subscriber service requests and billing disputes, conducted trend and fault analysis, managed escalations and maintained SLAs to improve First Call Resolution across billing and VAS portfolios.

CRM Fault Management SLA Management Trend Analysis Customer Escalation Knowledge Management

Customer Care Advisor

Vodacom SA

Jun 2004 - May 2008 (3 years 11 months)

Handled inbound customer inquiries on products, billing and technical issues, performed troubleshooting, SIM operations and international roaming activations, and escalated unresolved faults to relevant teams.

Call Center Operations Troubleshooting SIM Swap Roaming Activation Billing Support Customer Education CRM

Call Center Agent

Telkom SA

Apr 1998 - Jan 2001 (2 years 9 months)

Processed customer orders, monitored agent performance, provided training and reporting, and acted as interim supervisor to set targets and present performance metrics to management.

Performance Monitoring Reporting Training Order Processing Quality Assurance Team Leadership Customer Service

Customer Service Representative

Telkom SA

Apr 1992 - Mar 1998 (5 years 11 months)

Handled front-office customer service including new service applications, account inquiries, filing and administrative support while maintaining manual and digital records and liaising with credit bureaus.

Customer Service Data Entry Account Management Administrative Support Reporting Front Office