Letty Tau

Experience

• 

  Botswana Telecommunications Corporation (BTC)

  Feb 2016 - Jan 2016

  Account Support Officer (Internship)

  • Provide support to the Account Management team for the achievement of all sales and revenue targets for allocated corporate and government accounts which fully exploit BTCL’s product and service portfolio.• Assist walk in business customer’s queries and complaints in the absence of their designated Account Managers.• Analyse customer credit worthiness, following the credit check processes and systems, before an offer is placed. • Assess customer orders received for accuracy and correctness, before proceeding with order entry and passing on documents to Post Sales – Business Fulfillment team. Show less

• 

  Botswana Telecommunications Corporation (BTC)

  Nov 2016 - now

   Identify and resolve business process gaps within the organization. Utilization of data analytics to identify and implement process improvements initiatives. Track and analyze metrics to identify areas for improvement and developed data-driven solutions that improved product workflows. Continuously extract measure, monitor and report on the performance and efficiency of all departments that handle customer orders. Serve as a liaison between organizational departments to ensure timely, accurate and clear complete data is obtained through any reporting Auditing, Tested and Aligned processes and Departments that handle customer Orders to reduce overall time taken to install services and resolve faults. Continual Re-defining Botswana Telecommunications Corporations end to end Performance Tracking Reports with emphases on the Installation Tracking Reports (named the Mean Time To Install Reports (MTTI)) and the Faults Restoration Tracking Reports (named the Mean Time To Repair Reports (MTTR)). Show less • To continuously measure, monitor and report on the performance and efficiency of all end to end customer care processes.• To ensure that the data in Order Management and Complaint Management systems is accurate and up to date.• To monitor customer order and complaints that have been open in the system more than defined thresholds and report on these• To perform process audits to validate and ensure the adherence to customer care processes across by all personnel, across all geographies Show less

  • Service Improvement Coordinator (Business Analysis & Business Process Improvement)

    Dec 2018 - now

  • Service and Quality Analyst

    Nov 2016 - now