Open to opportunities

Lerato keothaile

@leratokeothaile

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Remote support and operations specialist driving customer success and efficient logistics.

South Africa

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What I'm looking for

I am seeking remote roles that blend customer success and operations where I can improve processes, boost retention, and support cross-functional teams.

I am a remote support and operations specialist with 5+ years' experience in logistics coordination, customer success, administrative operations, and training. I have led change management for a first digital ERP rollout, owned order management for a café, and coordinated high-frequency deliveries to meet on-time targets.

I excel at implementing processes and tools that improve response times and retention—setting up HubSpot Service Hub, cutting first-response time from 10 to 3 hours, and helping retain 95% of monthly renewals. I combine practical operations experience (inventory, fleet, ERP) with strong client engagement and remote teaching skills to deliver reliable execution and measurable improvements.

Experience

Work history, roles, and key accomplishments

Remote Support & Operations Specialist

Preply / English First / Haichang Education

Jan 2021 - Aug 2024 (3 years 7 months)

Delivered 1:1 virtual English lessons to learners across Asia, Europe, and the Middle East while managing scheduling, client communications, and personalized learning content to maintain high satisfaction and retention.

Zoom Microsoft Teams Google Workspace Virtual Teaching Client Communication Scheduling Lesson planning Customer Retention

Customer Success Associate

Freelance / Remote (SA)

Mar 2021 - Sep 2023 (2 years 6 months)

Implemented HubSpot Service Hub and client onboarding processes, reducing first-response time from 10h to 3h and converting 75% of trials to paid subscriptions while improving CSAT to an average of 4.7/5.

Onboarding NPS CSAT Reporting Ticketing Client Retention

Operations Manager

Ringa Cafe

Apr 2019 - Dec 2020 (1 year 8 months)

Managed cafe operations and order processing using Pastel ERP with 99% order accuracy, reduced inventory discrepancies by 15%, and improved operational efficiency by 20% through workflow improvements.

Order Processing Inventory Control Workflow Optimization Staff Supervision Invoicing Customer Service Stock Management

Fleet Supervisor

Loubser Bulk Services

May 2016 - Dec 2017 (1 year 7 months)

Managed end-to-end export logistics and a multi-vehicle fleet, ensuring regulatory compliance and on-time deliveries while maintaining import/export documentation and monitoring vehicles with C-Track.

Fleet Management C Track Safety Compliance Incident Response