Olerato Diale, Customer Relations Manager
C1 (Advanced) English
Expert (10+ years)
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.
Main Skills
RDBMS 1 yr.
troubleshooting 10 yr.
IBM Rational ClearCase
Team Leadership
Project Management
UI Frameworks, Libraries, and Browsers
JavaScript Libraries and Tools
Databases & Management Systems / ORM
Azure Cloud Services
SDK / API and Integrations
Methodologies, Paradigms and Patterns
Collaboration, Task & Issue Tracking
Project Management & Administration
Soft Skills
Other Technical Skills
Work Experience
Helpdesk Support Engineer, IT Support Enhancement
Duration: May 2014 – May 2020Summary: 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 2014Summary: 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 2023Summary: 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 2024Summary: 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 2025Summary: 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)