Queen Evelyn Koetsi

I am a highly skilled Cost Accountant and Customer Service Leader with a proven track record of driving financial efficiency, operational excellence, and customer satisfaction within dynamic business environments. With extensive experience across accounting, financial management, and client-facing leadership roles, I bring a unique blend of analytical expertise and people management skills that allow me to deliver results across both technical and service-driven areas of an organization.

In my role as a Cost Accountant, I have successfully managed:

• Cost analysis & reporting: Conducting detailed cost variance analysis, budgeting, and forecasting to ensure accurate financial insights for decision-making.
• Process optimization: Streamlining cost allocation systems and improving reporting accuracy, which reduced overhead leakages and enhanced profitability.
• Compliance & controls: Ensuring strict adherence to accounting standards, audit requirements, and organizational policies, while maintaining transparent financial records.
• Financial modeling: Developing detailed cost models to support pricing strategies, profitability analysis, and long-term financial planning.
• Reconciliation & reporting tools: Proficiency in ERP systems (SAP, Oracle, Sage, Pastel), advanced Excel, and reconciliation tools to ensure financial accuracy and accountability.

In parallel, as a Customer Service Leader, I have consistently demonstrated the ability to:

• Lead high-performing teams: Managing, training, and motivating staff to deliver excellent customer experiences while meeting service-level agreements.
• Customer relationship management: Building strong client relationships by resolving escalations, handling complex queries, and ensuring customer satisfaction.
• Performance management: Implementing KPIs, coaching sessions, and feedback systems that improved team productivity and client retention.
• Operational efficiency: Introducing workflow improvements that streamlined service delivery, reduced turnaround times, and improved customer loyalty.
• Communication & conflict resolution: Skilled in de-escalating conflicts, turning complaints into opportunities, and representing the organization professionally at all times.

• Technical & Analytical: Cost accounting, variance analysis, reconciliations, budgeting, forecasting, financial reporting.
• Leadership & People Management: Team leadership, coaching, performance reviews, conflict resolution, motivating teams for excellence.
• Customer Service Excellence: Client relationship management, problem-solving, empathy-driven communication, service recovery.
• Technology: SAP, Sage, Oracle, Pastel, MS Excel (advanced), Power BI, and other financial/accounting and CRM tools.
• Strategic Thinking: Ability to balance financial controls with customer-centric approaches, ensuring sustainable growth and profitability.

• I combine financial discipline with service leadership, allowing me to manage both cost efficiency and customer satisfaction—two critical drivers of business success.
• I am results-oriented, consistently achieving financial savings through cost control while boosting client retention through service excellence.
• My interpersonal skills ensure I connect with colleagues, customers, and executives alike, making me an effective bridge between operations and strategy.
• I thrive in high-pressure environments, where my ability to stay detail-oriented, resilient, and focused ensures successful outcomes.

In short, I bring the best of both worlds: strong technical cost accounting expertise and proven customer service leadership skills—making me a versatile professional capable of adding value in finance, operations, and client-facing environments.