Malebo Lesoetsa

At Standard Bank, I deliver Salesforce Service Cloud feature analysis and solution design across African banking markets, including Botswana and Kenya. I implemented Omni-Channel routing and Email-to-Case automation that reduced customer response times by 25%.

I translate business requirements into user stories, epics, functional specifications, and scalable CRM solutions using JIRA and Confluence. I manage delivery across Dev, SIT, UAT, and Production, lead UAT cycles, coordinate defect resolution, and manage Copado CI/CD pipelines with zero critical production defects.

Previously at Capaciti (UVU Africa), I configured Salesforce automation with Process Builder, Workflow Rules, and Apex triggers. I also supported users, delivered training, and maintained data quality through importing, cleansing, and de-duplication.

I'm a Salesforce Certified Administrator, App Builder, and Associate with Azure and Copado certifications, combining analytical engineering discipline with practical enterprise CRM delivery.