Open to opportunities

Mohasoa Sello

@mohasoasello

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Customer Support Manager driving operational excellence and user-centered solutions.

Lesotho

Message

What I'm looking for

I seek a role where I can lead customer-focused operations, drive process improvements, mentor teams, and deliver measurable service and product outcomes in a collaborative, growth-oriented environment.

I am a Customer Support Manager with over four years of experience blending customer-centric service with emerging technology trends to boost operational efficiency and satisfaction.

I lead cross-functional teams, train staff on promotions and game mechanics, and resolve escalations while ensuring compliance with industry standards.

As a Project Lead and Game Designer, I delivered milestones on time and under budget, improved user retention through feedback loops, and secured stakeholder recognition for quality work.

I bring strong analytical skills, attention to detail, and a continuous-improvement mindset focused on delivering measurable impacts for organizations.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Operations Manager

Current

Goldrush Gaming Group

Aug 2022 - Present (3 years 4 months)

Manage customer support operations on the gaming floor, resolving customer issues, overseeing EGM maintenance and compliance, and delivering staff training that improved promotion participation and operational reliability.

Customer Support Troubleshooting Team Leadership Compliance Training EGM Maintenance Conflict Resolution Performance Monitoring

Project Lead / Game Designer

Alter Learning Platform Inc

Sep 2021 - Jan 2022 (4 months)

Led game design projects remotely, implemented user feedback loops that increased satisfaction and retention, and delivered milestones on time and ~15% under budget while securing stakeholder approvals.

Game Design User Research Project Management Budget Management Cross Functional Collaboration

System Analyst Trainee

Veridot Lesotho

Jul 2020 - Jul 2021 (1 year)

Assisted senior analysts to gather and document system requirements, performed data analysis and reporting, and ran user acceptance testing to inform system improvements.

Requirements Gathering Data Analysis UAT Reporting Documentation Test Systems

Database Administrator Intern

Vision Clinic Optometrist & Contact Lens Centre

Jul 2018 - Mar 2019 (8 months)

Supported database migration to a new platform, trained staff on the new system to improve data accessibility, and implemented data security measures for patient information protection.

Data Migration Training Data Security Data Access Documentation Troubleshooting