Mpho Angela Ashworth

CV | Mpho Angela Ashworth Plot 970, F109 Isis Village, Tlokweng | PO Box 45792, Gaborone (- |- My objective for my employer and any role I undertake is to perform at the best level I can achieve and surpass my own expectations. Over the years, I have had to adapt to environments alien to me as well as unfamiliar cultures, demonstrating my flexibility and enthusiasm to embrace different challenges brought about by each role. Whether it involved working with complex technology systems or possessing extensive knowledge of the subject matter, I always demonstrated my versatility by excelling at each of my roles. These experiences gave me a different perspective and what I like to refer to as ‘a British work ethic.” I am professional, reliable, committed and driven in a professional environment. In my most recent job, I remained a dedicated Customer Service Manager with the ability to obtain outstanding results in a challenging environment. This demonstrates my adaptability and willingness to do what is required of me to get the job done; a decisive, action-orientated manager who successfully takes complete ownership of the customer service function. In short, some of the skills I offer are of a high energy and results-driven professional with over a decade of customer service experience. I offer excellent planning and organisational skills and the consistent achievement of customer service standards; proven interpersonal skills and the motivational ability to ensure a strong team approach as well as the attainment of maximum performance levels and productivity. Education & Qualifications 2005 - 2006 | Wigan & Leigh College (UK) • Post Graduate Diploma in Business Management 1995 - 1996 | University of Botswana • Post Graduate Diploma in Education (English & Setswana) 1991 - 1995 | University of Botswana • BA Humanities • Double Major in English & Setswana > Minor in French Other Training: Level 2 & 3 - Apprenticeship in Customer Service 1 Experience / Employment History Sep 2017 - March 2019 CENE Media / ConceroTel | Gaborone, BW - Customer Service Manager / PR & Communications Officer I worked as the company Customer Service Manager/PR and Communications Officer, overseeing a small team of customer service agents for a local ISP. My role involved ensuring that the company pledge to deliver a superior quality service was delivered. I achieved this in part by offering the Customer Service agents ongoing customer care training, thereby ensuring they were well equipped to support CENE Media customers. I regularly planned, assigned and monitored tasks for optimum team efficiency. • Oversaw and guided the team on the daily customer service tasks. • Handled escalations and complaints; and in seeking to resolve them, swiftly and satisfactorily liaised with various departments. • Presided over and ensured that queries were at the very least, acknowledged within 2 hours of receipt, telephones answered swiftly and queries resolved in the quickest time possible. • Produced company communications and correspondences. • Proofread and edited all company written work before it was sent out. • Ensured that customer satisfaction and retention levels were high. • Formulated and implemented customer service policies and procedures. • Ensured the consistent achievement of customer service levels and standards. • Mentored and nurtured new and young members of staff. May 2018 Botswana Tourism Organisation (BTO) | Gaborone, BW - Freelance Contract I was commissioned by BTO to proofread and edit the Botswana Tourism Organisation website within a tight deadline. Dec 2016 - Present YourBotswana (YB Partnership Pty Ltd.) | Gaborone, BW - Co-Founder & Director I’m also the proud co-founder of YourBotswana, a blog that celebrates the beauty of Botswana as well as its rich culture and people. Following years of writing online and doing various other online jobs, I developed a burning desire to go it alone by setting up the blog. Still just 2 years old, my husband and I have big ideas about the direction in which we want YourBotswana to go over the next few years. My love of writing coupled with being a proud Motswana fuel the desire to see the blog go far beyond our expectations. 2 May 2015 - Sept 2017 Radio Botswana (Department of Broadcasting Services) | Gaborone, BW - Reporter / Translator / Editor My role as a Reporter/Translator/News Editor at Radio Botswana was demanding with challenging shift patterns. It required commitment and attention to detail, as well as a good understanding of English and Setswana, among others. The role was varied and included putting together and producing radio programs, conducting interviews as a roving reporter, editing Setswana news items and providing support for colleagues and interns. I often had to work to very tight timeframes in order to produce highly accurate news bulletins. Being part of a good team that pulled together to make it work helped a great deal. The role also saw me take charge of editing news items. Furthermore, I would often take young and new members of staff under my wing and mentor them. Mar 2015 - May 2015 The Voice Newspaper | Gaborone, BW - Proofreader This was another challenging role with long shifts and tight deadlines. This role played to my strengths, as it demanded exceptional English, patience and attention to detail, all of which I pride myself on. I proofread pre-press news items/articles and had to ensure they read well with as few errors as possible. It meant I always had to educate colleagues about the proper use of words within the right context, which did not always go down well as a few egos were bruised. However, being ‘a people person,’ I always found ways of relaying the message constructively without upsetting any of the writers. I also liaised regularly with news reporters, production personnel and senior editors. Although brief, I thoroughly enjoyed this role. Sept 2012 - Oct 2013 Pearson Vue | Manchester, UK - Centre Account Manager This was my last role in the UK before I returned to Botswana. It was arguably the best role for me, as it encompassed all my experiences and skill sets. I also enjoyed it because I could continue building on my passion for quality service delivery. The position was two-fold in that I was a Centre Account Manager, but also acted as Centre Support Advisor. The primary aspect of the job was to provide support for Examination Officers, Heads of Departments and teachers in general all over the UK and in some instances overseas too. I managed a caseload of Edexcel schools and supported them in the delivery of Pearson Edexcel qualifications. I identified centres that needed additional support and made centre visits to that end, which also aided my relationship with Pearson clients through face-to-face interaction. This role also came with sales targets set by the company, which I achieved by promoting products such as students’ books and other teaching aids. I liaised with Regional Sales Managers to maximise sales, awareness of Edexcel products and support for Pearson Edexcel schools. I also made bookings for colleagues and external clients on training events and conferences. This meant I had to identify appropriate training and conferences for various people. From 3 time to time, I also managed the front desk during these training events/conferences; setting up conference rooms, organising training collateral, arranging catering/refreshments, among others. This was a challenging and versatile role that required a highly adaptable and flexible person with various attributes and strengths. Impeccable time management was of the essence because Pearson set very clear expectations, which meant sticking rigidly to set Service Level Agreements. I thoroughly enjoyed the challenge and took away many skills that further built up my customer service experience and knowledge of the examination process from delivery and examination, through to certification. Apr 2008 - Sept 2012 Pearson Vue / EDEXCEL | Manchester, UK - Account Manager / Customer Service Advisor This was a baptism of fire in the sense that the company required all advisors to be fully trained and conversant with all Pearson/Edexcel operating systems and qualifications, which for a new starter could be very daunting. As such, the initial six-week training window was intense. Training was also ongoing because the qualifications and the rules governing them were updated regularly. I supported Exams Officers, Teachers, Students, Local Education Authorities and other stakeholders across the globe. Being on the frontline of Customer Service to a global network, the provision of guidance and support was coupled with the need for excellent oral and written communication skills. I took full responsibility for the service I provided by ensuring I had a full understanding and in-depth knowledge of Edexcel products. I even created my own personal handbook, which was later used by the company trainers as a guide for the entire contact centre. Off the back of this, I was always approached to assist in the training and mentoring of new colleagues. Ultimately, I was invited to apply for the role at the Manchester Regional Office, which was essentially a promotion of sorts (the role listed above). I participated in and contributed to relevant projects as and when required. Teamwork was essential, but the ability to work independently while being self-motivated was also a must. A sound working knowledge of the company‘s wide range of IT systems and websites, professionalism, a strong sense and understanding of confidentiality and the delivery of the highest level of customer service were just some of the attributes required to succeed in this challenging environment. Impeccable time management was of the essence because Pearson set very clear expectations, which meant sticking rigidly to set Service Level Agreements. May 2007 - Apr 2008 GIAS Hoover Services | Bolton, UK - Customer Service Advisor This role was suited to my customer service background, but was also a step out of my comfort zone. Working as part of a large team resolving customer queries either over the phone or via email, the role required extensive product knowledge of all electrical appliances 4 manufactured by Hoover. This ranged from vacuum cleaners, refrigerators and washing machines, among others. The role required a cool head and the ability to take control of heated situations; many callers would call regarding faulty appliances and were understandably furious and as such, being able to defuse those situations was difficult but required. Many queries resulted in the need for Engineers to make a home visit to carry out repairs and so I had to manage work schedules and book appointments. There was a selling aspect to the role in that we were encouraged to up-sell spare parts to customers who contacted the centre, which meant each advisor had a sales target to meet. Sept 2003 - Sept 2005 Peninsula Business Services | Manchester, UK - Administration Assistant Peninsula was my first experience of working for a large UK corporation within a vibrant city centre (Manchester). All my other jobs leading up to this role were menial roles in comparison, so this was a huge step up into the corporate environment in a country I was still adapting to. I worked within a small team putting together tailor-made Health & Safety policies for specific requirements and relevance to individual companies around the UK. This required liaising with Health & Safety Consultants and other departments to address internal and external queries. I enjoyed my first experience of the city and fully embraced the challenges I faced in this role. Mar 2002 - Sept 2003 Martindales | Bolton, UK - Call Centre Assistant Martindales was my introduction to the variety of regional accents and dialects in the UK. Having relocated to Bolton in the North of England from just outside London, I had to quickly adapt to the different regional dialects from both colleagues and customers. I took calls from insurance companies on behalf of customers needing their properties secured due to criminal activity or bad weather and booked appointments for ‘fitters’ to carry out the repairs. I performed typical administration duties; data inputting, faxing or emailing relevant parties and filing the necessary paperwork or electronic data. Jun 1997 - Jun 2000 Radio Botswana (Department of Broadcasting Services) | Gaborone, BW - Senior Assistant Broadcasting Officer My last role in Botswana, before I embarked on my journey to Italy and then the UK. In the role of Senior Assistant Broadcasting Officer, I was a specialist and senior translator, putting together and producing radio programmes. This involved conducting interviews, writing, proofreading and translating news items from Setswana to English and vice-versa. I also completed a number of projects such as an assignment for the Ministry of Health; interpreting interviews made during the making of a video entitled - Men, Sex and Aids. 5 Jan 1997 - Jun 1997 The Okavango Observer | Maun, BW Journalist / Reporter Normal duties you would expect of a reporter; carrying out interviews, reporting on local events and writing articles. I also wrote a weekly column reviewing various products. This helped me develop my written English skills and learn how to write in a style suitable for a varied audience. Jun 1996 - Dec 1996 Wilderness Safari | Okavango Delta, BW - Assistant Manager Training and managing camp staff alongside two other managers. This role saw me play hostess to many interesting guests from all walks of life and all four corners of the globe. I saw to the overall needs of the guests to ensure their experience was memorable. This role also involved an element of money handling and processing financial transactions. —————————— References References and copies of certificates are available upon request. 6