Motlalepule Countess Molefi
Johannesburg
Summary
Accomplished Consumer Engagement Service & Social Media Lead at Nestlé ESAR, adept in analytical and leadership skills. Spearheaded team operations, enhancing consumer engagement and minimizing reputational damage. Proven track record in managing escalations and leading innovations, demonstrating exceptional problem-solving and communication abilities.
Overview
16
16
years of professional experience
Work History
Consumer Engagement Service & Social Media Lead
Nestlé ESAR
10.2022 - Current
- Managing team operations for consumer engagement, social media team and third party agency.
- Ensure smooth operations in the consumer engagement and social media team.
- Ensure adequate distribution of skills and resources to enable workflow plan to be achieved.
- Manage team training and upskilling (internal and third party).
- Handling complex consumer contacts and team escalations.
- Monitor handling of critical consumer issues to minimize reputational damage.
- Manage community management team and ensure positive brand sentiments.
- Enforce compliance on standard operating procedure in contact handling.
- Perform data quality checks and enforce compliance on standard operating procedure in contact handling.
- Lead new CES products/technology/launch.
- Proactive handling of response catalogue.
- Support CES innovations and consumer relationship marketing activities.
Consumer Engagement Advisor
Nestlé ESAR
09.2015 - 09.2022
- Interact with consumers with on all communication platforms.
- Alert and collaborate with internal stakeholders.
- Generate consumer insights reports to support brands.
- Decode quality assurance reports to consumer feedback.
Outbound Customer Service Representative
Rand Mutual Assurance
01.2015 - 09.2015
- Checking accuracy of invoices from underwriting division.
- Generate reminder letters and statements.
- Investigating and resolving queries relating to non-payment of invoices.
- Provide accounts information and weekly reports.
- Working on strict target collection.
Customer Service Agent
Cell C Service Provider
11.2010 - 03.2013
- Handling inbound customer service calls.
- Data capturing.
- Resolve client queries, escalating and troubleshooting.
Customer Service Agent (In-Service Training)
Edcon
10.2009 - 03.2010
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Trainee Merchandise Planner
Edcon
04.2009 - 06.2009
- Merchandise planning and store visits.
- Compiling weekly reports and support in negotiating with suppliers.
- Assist with supplier queries.
- Trend forecasting with specialist buyer.
Education
Retail Business Management
University of Johannesburg
BBA - BBA in Marketing Management
IMM Graduate School
01-2025
Skills
- Analytical skills
- Leadership skills
- Communication skills
- Problem solving skills
- Conflict resolution skills
- Stakeholder relationship
- Technology driven
Timeline
Consumer Engagement Service & Social Media Lead
Nestlé ESAR
10.2022 - Current
Consumer Engagement Advisor
Nestlé ESAR
09.2015 - 09.2022
Outbound Customer Service Representative
Rand Mutual Assurance
01.2015 - 09.2015
Customer Service Agent
Cell C Service Provider
11.2010 - 03.2013
Customer Service Agent (In-Service Training)
Edcon
10.2009 - 03.2010
Trainee Merchandise Planner
Edcon
04.2009 - 06.2009
Retail Business Management
University of Johannesburg
BBA - BBA in Marketing Management
IMM Graduate School