Helena Motonane
Windhoek
Summary
Highly Motivated Administrative and Client Support Professional with over 20 years’ experience, focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty, and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Overview
22
22
years of professional experience
Work History
Mass Distance Charges Assessor
Road Fund Administration
04.2023 - Current
- Maintains up-to-date knowledge of local market information
- Provides accurate valuations by assessing current conditions, history, and unique features
- Exercises good judgment and decision-making in escalating concerns and resolving issues
- Enforces customer service standards and resolves customer problems to uphold quality service
- Follow up on outstanding items on eNaTIS reconciliations
- Prepares statistical reports
- Perform reconciliation of logbooks issued
- Keep record of Inventory of all Regional MDC offices, Logbook Assessment forms, Registration forms and distribution of stationery
- Assist with retrieving Audit scope requests, Responsible for the development, implementation, and control of logistics and financial management systems
- Must follow policy and procedures in decision making
- Prepare and manage customer reports, data reports, complaints handling reports
- Responsible for the development and implementation of new techniques Improving customer experience.
- Documented condition and special features to provide accurate estimations.
- Contributed to the establishment of fair market values by analyzing a variety of factors including location, age, size, condition, zoning restrictions, and comparable sales data.
- Conducted field inspections to verify property characteristics, noting discrepancies between actual conditions and reported information for accurate assessments.
- Managed workload effectively by prioritizing tasks according to deadlines while maintaining attention to detail in all aspects of the assessment process.
- Provided guidance to junior staff members on best practices for data collection and analysis, fostering a supportive and collaborative work environment.
Support Officer Mass Distance Charges
Local Road Fund Administration
09.2021 - 04.2023
- Resolved complex and escalated support issues
- Consulted with customers to gather and define requirements
- Analyzed data to identify opportunities for improving support levels
- Reported concerns and recommendations from clients and employees to senior management
- Developed departmental goals and standards in line with supporting organization's mission and strategic vision
- Implemented company-wide policy changes and initiatives to improve support capabilities
- Fostered positive and inclusive team culture for support staff
- Improved internal processes to increase customer response times and employee productivity
- Applied account feedback to identify service deficiencies and develop solutions
- Strategized long-term business needs and applied customer feedback for process improvements
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries
- Collected deposits or payments and arranged for billing
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices, ensuring top-quality service delivery at all times.
- Created, prepared, and delivered reports to various departments.
- Provided remote assistance to customers using screen sharing tools, ensuring efficient issue resolution.
- Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
- Enhanced team productivity, providing guidance and assistance to junior Support Officers when needed.
- Streamlined processes to maximize operational results.
- Balanced multiple priorities effectively by utilizing strong organizational skills and proactive task management techniques.
- Improved customer satisfaction by addressing and resolving support issues promptly and professionally.
- Facilitated seamless transitions during system upgrades or migrations through clear communication and user education efforts.
- Managed high call volumes while maintaining exceptional quality of service and professionalism at all times.
- Streamlined workflows for enhanced efficiency by identifying and implementing process improvements.
- Coached employees through day-to-day work and complex problems.
- Reduced resolution time with thorough problem analysis and timely escalation to appropriate departments.
- Identified recurring issues among customers'' concerns, proposing product improvements based on this feedback for better user experience overall.
- Established rapport with clients, fostering long-term relationships that increased client retention rates.
- Actively participated in departmental initiatives aimed at continuous improvement within the support function environment.
- Oversaw budget and tracked expenses against plans.
- Maintained detailed records of customer interactions, ensuring accurate information is available for future reference.
- Identified and resolved discrepancies and errors in customer accounts.
Administrative Assistant
Road Fund Administration
10.2016 - 08.2021
- Provided secretarial and office management support while building cooperative working relationships
- Inventoried and ordered supplies for office
- Scheduled appointments, meetings, and events for management staff
- Responded effectively to sensitive inquiries or complaints
- Coordinated appointments, meetings, and conferences
- Maintained accurate department and customer records
- Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials
- Developed administrative processes to achieve organizational objectives and improve office efficiency
- Prepared and prioritized calendars and correspondence
- Organized both physical and digital files and updated reports to coordinate project materials
- Directed customer communication to appropriate department personnel
- Composed correspondence, reports, and meeting notes
- Scheduled staff and monitored resource allocation to provide optimal coverage and service
- Organized files, developed spreadsheets, faxed reports, and scanned documents, maintaining front desk and reception area in neat and organized fashion
- Pleasantly welcomed visitors, answered phone calls, and maintained the front reception desk
- Handled incoming calls and directed callers to appropriate department or employee
- Kept office equipment functional and supplies well-stocked to promote efficient operations
- Responded to customer issues to provide immediate resolution and improve retention
- Sorted and distributed incoming faxes, letters and emails for office distribution
- Set up workshops, conferences, and meetings by scheduling and reserving rooms and preparing supplies
- Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations
- Coordinated travel arrangements and completed expense reports for travel reimbursement
- Coordinated catering services for various functions, including sales training and department meetings
- Conducted research, compiled, and typed statistical reports, synthesized information, and provided excellent communication to disseminate information throughout organization
- Drove customer feedback to deliver information to management for corrective action
- Provided product shipment logistical support and quality control by coordinating with vendors, resulting in increased revenue
- Used voice recorder or notepad to compose and transcribe meeting minutes.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Senior Customer Care and Administrative Assistant
I-Care
10.2002 - 09.2016
- Scheduled and confirmed appointments
- Answered and directed incoming calls using multi-line telephone system
- Served visitors by greeting, welcoming, and directing to appropriate personnel
- Updated and recorded customer or client information to maintain accounts
- Processed payments and updated accounts to reflect balance changes
- Delivered administrative support to team members by making copies, sending faxes, organizing documents, and rearranging schedules
- Sorted incoming mail and directed to correct personnel each day
- Maintained daily calendars, set appointments with clients, and planned daily office events
- Greeted and directed visitors to appropriate personnel and answered average of 50 calls and emails daily
- Scheduled and confirmed appointments and meetings for management team
- Oversaw office inventory by restocking supplies and submitting purchase orders
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment
- Prepared correspondence, reports, and other documents in final formats with correct punctuation, capitalization, grammar and spelling
- Greeted customers, answered general questions and directed them to appropriate locations
- Provided secretarial and office management support while building cooperative working relationships
- Responded effectively to sensitive inquiries or complaints
- Coordinated appointments, meetings, and conferences
- Maintained accurate department and customer records
- Developed administrative processes to achieve organizational objectives and improve office efficiency
- Directed customer communication to appropriate department personnel.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Education
Business Management Honors (NQF8) -
Namibia University of Science and Technology
Windhoek, Namibia10.2024
New Managers Development Programme (NQF5) -
Namibia University of Science and Technology
Windhoek, Namibia10.2022
Higher Diploma Business Administration (NQF 7) -
International University of Management
Windhoek, Namibia11.2019
Skills
- Operations Management
- Schedule Preparation
- Staff Management
- Team Leadership
- Complex Problem-Solving
- Business Administration
- Business Planning
- Budget Control
- Verbal and Written Communication
- Time Management
- Contract Management
- Negotiation
- Workforce Management
- Staff Development
- Customer Relationship Management (CRM)
- Business Development
- Problem-Solving Skills
- Identifying Client Goals
- Motivating Clients
- Client Documentation
- Goal Setting
- Customer Service
- MS Office
- Multilingual in English, Afrikaans, and Portuguese
Accomplishments
- Promoted from Support Officer to Mass Distance Charger Assessor, in less than 2 years.
- Consistently maintained high customer satisfaction ratings.
- Customer Service Employee of the year 2021-Central Cluster.
Languages
English
Afrikaans
Portuguese
References
- Mr. Tuhafeni Nekongo, Manager Human Capital, Road Fund Administration, 061-4333011, tnekongo@rfanam.com.na
- Mrs. Patricia Keeja, Executive, Strategic Services, Road Fund Administration, 061-4333009, pkeeja@rfanam.com.na
- Ms. Eivy Kambalala, MDC Local-Supervisor, Road Fund Administration, 061-4333014, ekambalala@rfanam.com.na
Additionalinformation
SHORT COURSES
Minute Taking and Meeting Management for Executive Assistants, Customer Service and Sales Introduction, Basic & Advance Microsoft Excel Training, Advanced Computer Skills Workshop, Performance Management and Balanced Scorecard Training, First Global Symposium for Executive Assistants, Diplomacy Protocol and Event Management, Emotional Intelligence Training
Timeline
Mass Distance Charges Assessor
Road Fund Administration
04.2023 - Current
Support Officer Mass Distance Charges
Local Road Fund Administration
09.2021 - 04.2023
Administrative Assistant
Road Fund Administration
10.2016 - 08.2021
Senior Customer Care and Administrative Assistant
I-Care
10.2002 - 09.2016
New Managers Development Programme (NQF5) -
Namibia University of Science and Technology
Higher Diploma Business Administration (NQF 7) -
International University of Management
Business Management Honors (NQF8) -
Namibia University of Science and Technology
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