Experience

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  The toni glass collection

  Nov 2015 - Dec 2015

  Brand strategy intern

  Collectively with other intern team members, I was responsible for the ideation and development of possible campaigns and activities, as well strategies, that would improve and correlate with the brand identity of the company, resulting in an enhanced brand equity and higher returns. Throughout the duration of the internship I managed to improve my knowledge on design thinking, and through this iterative approach, me and my team colleagues were able to craft and develop interesting concepts for Toni Glass Collection. Show less

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  W5 partners

  Nov 2016 - Jan 2018

  Marketing strategist

  I was responsible for crafting the brand position and strategy as well conceptualization and management processes of clients in the BTL and ATL space, additionally I also executed comprehensive market research. Some of the brands I worked with include:Tiger Brands (Albany), SAB (Lion Lager), Botswana Telecommunications Corporation, Tourism of Botswana, Diageo (The Singleton), Unilever (Knorrox, Shield), Chevron (Caltex), D´S Damat, City of Johannesburg, Ndalo Media (Destiny Man Magazine), Department of Arts and Culture (#Ownyourfreedom) , Seef . In March 2017, company was acquired by Shamandu TMT. Show less

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  Shamandu

  Nov 2016 - Jan 2018

  Marketing strategist

  I was responsible for crafting the brand position and strategy as well conceptualization process of clients in the BTL and ATL space, I also executed comprehensive market research and strategic analysis. Some of the brands I worked with include:-Tiger Brands (Albany)-Lion Lager (SAB)-Botswana Telecommunications Corporation-Tourism of Botswana-Diageo (The Singleton)-Unilever (Knorrox) -Chevron (Caltex) -D´S Damat-City of Johannesburg-Ndalo Media (Destiny Man Magazine)-Department of Arts and Culture (#Ownyourfreedom)-Seef In conjunction with my team members I also contributed and developed the operational logistics, supplier management, brand launch and prototyping of the company´s own startups:-Pandavaro (Digital Media Company)-Wengechi (Media Company on African Arts) Show less

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  Osiris trading

  May 2018 - Apr 2021

  Customer support specialist (betway group)

  - Provides superior customer service in a 24/7 high-volume inbound support center,for a globally recognized iGaming company.- Addresses client's questions and concerns using a variety of simultaneous contactmediums, in the Ghana, Zambia, Nigeria, Kenya, Uganda, Mozambique and Portugal regions.- Well experienced in CRM's and call center software such as: “BOAT”, “Microsoft Dynamics 365 CRM”, “Chameleon 360”, “Sharepoint”, “Sprout Social”, and “Genesys”.- Crafts and shares a wide number of effective standard responses that well relates tocustomers' most popular queries and challenges.- Assists customers in the KYC verification process, as well banking matters relatingto withdrawals and deposits.- Prepares comprehensive and insightful handovers, remarks, and reports for the FloorManagers, as well the marketing department.- Provides troubleshooting solutions, and escalates cases to the various departments.- Translations of notices and reports to the Gambling Board, from English toPortuguese.- Awarded for:Best Betway Call Center Agent for 2019 with an 99.80% average quality. 99.38% quality for the time being.- Nominated for:Best Call Center Agent for 2018 and Betway's Ambassador for 2018. Show less

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  Exodus

  Apr 2021 - Nov 2022

  - In conjunction with other time zone regional team leads, redesigned the Internal Curriculum and Training Material of the company, with highly crafted didactic content and resources that immensely improved the knowledge retainment, learning curve and quality of new staff and talent. - Remotely and simultaneously skilled various new employees from diverse EMEA regions with exciting knowledge backgrounds, by providing complete face-to-face training and shadowing sessions.- Developed afresh onboarding schedules for trainees, and planned meeting sessions between them and multiple stakeholders as well directors of the company. Show less - Provided highly specialized and white-glove technical blockchain support for users of a popular non-custodial blockchain wallet, that supports more than 260 blockchain assets and web3 applications.- Monitored the exchange feature of the wallet, by leasing with 3rd party exchange providers, supervising high-volume "whale" transactions, as well as reporting on the performance, spreads, errors, delays, and slippage rate aspects of the various customer asset exchange orders.- Performed frequent mobile and desktop QA tests on the exchange, Web3 software and hardware compatibility components of the wallet, and reported insights to upper management.- Highly proficient in customer service applications such as "Zendesk", "Grafana", "Slack", "Help Scout", "TextExpander" along others. Show less

  • EMEA Onboarding Lead

    Dec 2021 - Nov 2022

  • Community Support Engineer (EMEA)

    Apr 2021 - Dec 2021
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  Concentrix

  Apr 2023 - now

  Customer advisor (cryptocurrency company)

  - Delivering expert technical support for a blockchain app with over 6 million users, making their experience smooth and problem-free.- Collaborating with colleagues and supervisors to develop and implement best practices for client service, enhancing overall service quality and user satisfaction.- Performing comprehensive fraud analysis to identify and mitigate potential risks, and generating detailed reports for upper management- Assisting and shadowing new hires with clear and practical guidance to help them reach their potential and integrate seamlessly into the team. Show less