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tangspowered africawake

@tangspoweredafricawa

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Versatile professional with 9 years in MIS and customer service.

Botswana

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What I'm looking for

I seek a role that fosters growth, values teamwork, and challenges me to innovate in customer service and IT solutions.

I am a versatile and solution-oriented professional with over 9 years of diverse experience in Management Information Systems (MIS), customer service leadership, and technical IT support. My unique blend of analytical thinking and digital communication expertise allows me to translate challenges into scalable solutions. I have a proven track record of leading frontline support teams and strengthening organizational systems through data and IT.

In my current role as a Business Systems Officer at DirectBPO Pty Ltd, I provide technical support and operational insights to optimize internal business systems. I collaborate across departments to streamline workflow processes and ensure seamless system integration. My previous experience as a Customer Service Team Leader has honed my ability to develop standard operating procedures that significantly improve response efficiency and enhance the digital customer experience.

Experience

Work history, roles, and key accomplishments

Current

Business Systems Officer & MIS Officer

Current

DIRECTBPO PTY LTD

May 2025 - Present (2 months)

Provided technical support and operational insights to optimize internal business systems, bridging functional gaps between IT solutions and departmental needs. Collaborated across departments to streamline workflow processes and ensure seamless system integration, managing data integrity, system reports, and dashboards to support decision-making.

MIS Reporting Data Analysis IT Support Workflow Optimization System Integration Data Integrity performance reporting

Customer Service Team Leader

DIRECTBPO PTY LTD

Oct 2019 - Apr 2025 (5 years 6 months)

Led a high-performing team handling live chat, Facebook, inbound calls, and emails, ensuring swift resolution of customer queries and maintaining brand integrity. Developed SOPs for digital engagement and conflict resolution, contributing to a 30% improvement in response efficiency.

Team Leadership Customer Service Conflict Resolution SOP Development Training Mentoring Customer Experience Strategy

Customer Service Representative

DIRECTBPO PTY LTD

Mar 2018 - Sep 2019 (1 year 6 months)

Delivered top-tier service across multiple channels with a focus on first-contact resolution, maintaining a customer satisfaction rate of over 95% during tenure. Provided detailed product and service guidance while capturing valuable customer feedback to inform internal improvements.

Customer Service First Contact Resolutions Customer Satisfaction Product Guidance Customer Feedback

Customer Service Representative

ORINOCCO PTY LTD

Sep 2017 - Feb 2018 (5 months)

Customer Service First Contact Resolutions Customer Satisfaction Product Guidance Customer Feedback

IT Officer Intern

Tonota Community Junior Secondary School

Jan 2016 - Aug 2017 (1 year 7 months)

Supported end-users with hardware/software troubleshooting and network connectivity issues, maintaining inventory systems and contributing to IT documentation processes. Assisted in server updates, desktop rollouts, and basic cybersecurity tasks under senior supervision, developing strong technical foundations.

IT Support Connectivity Issues Inventory Management Cybersecurity

Education

Degrees, certifications, and relevant coursework

Gaborone Institute of Professional Studies

Level 4 & 5 in Computing, Computing

Completed comprehensive studies in computing, covering essential principles and advanced topics relevant to the field. Gained practical skills and theoretical knowledge in various aspects of computing.

National Institute of Information Technology (NIIT)

Advanced Certificate, IT & Business Skills

Acquired an advanced certificate in IT and Business Skills, focusing on the integration of information technology with business operations. Developed foundational skills in both IT and business management.