Summary
Overview
Work History
Education
Skills
Timeline
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DORCAS MOLIEHI NTSEUOA

Summary

Dynamic professional with a proven track record at SASAI Econet Financial Services, excelling in customer service and problem-solving. Recognized for enhancing client relations and achieving 100% stock availability for all ETL Retail Shops. fostering loyalty and repeat business through effective communication and organizational skills. A very skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally. Highly organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

14
14
years of professional experience

Work History

SEFS AGENT

SASAI ECONET FINANCIAL SERVICES
07.2024 - Current
  • Make requisitions of Cash for all ETL Retail Shops
  • Support commercial initiatives and ensure timely processing to facilitate transactions.
  • Timely and accurate production of EcoCash Day End report
  • Reports any stock defects and service disruptions to the Retail Supervisor
  • Ensure 100% on-hand stock availability
  • Ensure all recruited Agents and Merchants have been captured within 24 hours of receipt of required documentation.
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
  • Handles customer queries and Escalate to the Retail Supervisor/EcoCash Operations where necessary
  • Recommend and negotiate best EcoCash products and services to walk-in customers
  • Ensures that service standards (customer etiquette) are adhered to
  • Provide customer service within the stated company SLA
  • Track and Follow-up on merchant appointments and merchant cash withdrawals
  • Tracks and Follow-up customer application forms through-out all stages
  • Timely resolution of all queries & notifies the customer of service approval or rejection.

ECOCASH AGENT

ECONET TELECOM LESOTHO
12.2018 - 06.2024
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.
  • Ensured compliance with company policies and procedures while processing transactions efficiently.

ADMINISTRATIVE SUPERVISOR

MEDIA COMPUTERS T/A CHURCH BOY HOLDINGS
03.2017 - 11.2018
  • Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
  • Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
  • Updated reports, managed accounts, and generated reports for company database.
  • Enhanced overall office productivity through effective staff management and coordination of daily tasks.
  • Managed sensitive data securely by establishing strict access controls and implementing proper storage protocols.
  • Contributed to successful projects by providing essential administrative support and resource management.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained inventory of office supplies and placed orders.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.
  • Drafted common document templates to reduce time spent creating documents from scratch.
  • Handled sensitive information with discretion by maintaining confidentiality in accordance with company guidelines.

SALES CONSULTANT/HEAD CASHIER

MEDIA COMPUTERS T/A ECONET FRANCHISE
08.2011 - 02.2017


  • Provided sales and customer service assistance to walk-in traffic
  • Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
  • Followed up with existing customers to provide additional support and address concerns.
  • Responded to telephone and in-person requests for information.
  • Maintained sense of urgency in answering customer questions and requests through email or voice messaging.
  • Strengthened brand reputation by delivering superior customer experiences that fostered loyalty and repeat business.
  • Facilitated smooth transactions by efficiently handling paperwork, processing payments, and addressing any concerns or questions from the client promptly.
  • Maximized customer retention by resolving issues quickly.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
  • Presented professional image consistent with company's brand values.
  • Kept detailed records of daily activities through online customer database.
  • Trained new employees on customer service, money handling and organizing strategies.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Restocked and organized merchandise in front lanes.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.

Education

DIPLOMA IN MANEGEMENT

NATIONAL UNIVERSITY OF LESOTHO
ROMA
06-2011

COSC

ST BARNABAS HIGH SHOOL
ROTHE
11-2005

JUNIOR CERTIFICATE

ST BARNABAS HIGHT SCHOOL
ROTHE
11-2003

PRIMARY SCHOOL LEAVING CERTIFICATE

TSOENENG LEC PRIMARY
ROTHE
11-1999

Skills

  • Problem-solving skills
  • Positive attitude
  • Customer service and care
  • Problem-solving
  • Goal-oriented mindset
  • Customer complaint resolution
  • Organizational skills
  • Service support
  • Critical thinking
  • Persuasive speaking
  • Client relations
  • Sales negotiation

Timeline

SEFS AGENT

SASAI ECONET FINANCIAL SERVICES
07.2024 - Current

ECOCASH AGENT

ECONET TELECOM LESOTHO
12.2018 - 06.2024

ADMINISTRATIVE SUPERVISOR

MEDIA COMPUTERS T/A CHURCH BOY HOLDINGS
03.2017 - 11.2018

SALES CONSULTANT/HEAD CASHIER

MEDIA COMPUTERS T/A ECONET FRANCHISE
08.2011 - 02.2017

DIPLOMA IN MANEGEMENT

NATIONAL UNIVERSITY OF LESOTHO

COSC

ST BARNABAS HIGH SHOOL

JUNIOR CERTIFICATE

ST BARNABAS HIGHT SCHOOL

PRIMARY SCHOOL LEAVING CERTIFICATE

TSOENENG LEC PRIMARY

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