Olerato Diale — Customer Relations Manager

Expertise in Support (11.0 yr.).

Last verified on March, 2025

Core Skills

RDBMS

1 yr.

troubleshooting

10 yr.

IBM Rational ClearCase

Team Leadership

Project Management

Bio Summary

With over a decade of IT support and customer relations, the engineer has a solid track record of driving growth and process improvements in tech-centric roles. Experience includes resolving complex technical issues, optimizing IT systems for improved user experience, and leading cross-functional teams to success. Highlights of their achievements include a significant increase in company revenue, a high rate of customer satisfaction, and earning accolades for exceptional leadership. The engineer's professional background is underscored by impactful roles in operations management and IT support without specifying a computer science education or software engineering particulars.

Technical Skills

UI Frameworks, Libraries, and Browsers	Ant Design
JavaScript Libraries and Tools	NativeJS
Databases & Management Systems / ORM	MS SQL Server Management Studio, RDBMS
Azure Cloud Services	Azure Service Bus
SDK / API and Integrations	API
Methodologies, Paradigms and Patterns	Architecture and Design Patterns, FDD
Collaboration, Task & Issue Tracking	IBM Rational ClearCase
Project Management & Administration	Marketing research, Project Management
Soft Skills	troubleshooting
Other Technical Skills	STLC

Work Experience

Helpdesk Support Engineer, IT Support Enhancement

Duration: May 2014 – May 2020
Summary: Provided IT Helpdesk support, resolving technical issues and customizing software settings to improve productivity.
Responsibilities: Diagnosing and resolving complex technical issues, customizing software to meet user needs, developing training programs for junior staff.
Technologies: Internal IT systems, Helpdesk software

IT Helpdesk Analyst, Operational Efficiency Improvement

Duration: May 2012 – May 2014
Summary: Streamlined internal processes to optimize workflow and proactively monitored systems for consistent uptime.
Responsibilities: Streamlining workflow, proactively monitoring systems to prevent performance issues.
Technologies: Internal IT systems, Monitoring tools

Managing Director, Revenue Growth and Operational Management

Duration: Jan 2022 – Mar 2023
Summary: Drove revenue growth and managed financial operations, recruitment, and strategic direction at Peo-Entle.
Responsibilities: Strategic introduction of cross-selling initiatives, designing and executing HR and training programs, managing financial operations and recruitment.
Technologies: Business management tools, HR systems

Customer Support Specialist, Customer Support Excellence

Duration: April 2024 – May 2024
Summary: Resolved a high volume of technical support tickets and developed training materials to empower end-users.
Responsibilities: Resolving technical support tickets, developing training materials, achieving high first-call resolution rate.
Technologies: Support ticketing systems, IT troubleshooting tools

Customer Relations Manager, Customer Experience Optimization

Duration: June 2024 – February 2025
Summary: Optimized website architecture and managed escalated client inquiries ensuring high satisfaction and retention.
Responsibilities: Boosting customer satisfaction, optimizing website architecture, managing escalated inquiries, collaborating with cross-functional teams.
Technologies: Website architecture tools, API integrations

Education

Digital Marketing Diploma
Shaw Academy (2018)
Advertising & Marketing Certificate
Vega School (2008)
Matric
Mokgome Senior Secondary (2007)

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