Katlego Rakoma
Experienced Customer Operations & Communications Leader
Haarlem, NL.About
Dynamic professional with over 15 years of experience in high-volume customer service, operational coordination, and strategic communication across logistics, media, and solar industries. Proven ability to optimize processes, manage complex stakeholder relationships, and drive performance in fast-paced, KPI-driven environments. Adept at leveraging digital systems for accurate data management and effective problem-solving to enhance customer satisfaction and operational efficiency.
Work
Liberty DSP – Amazon
|Dispatcher Routing, Tracking & Chauffeurs
Haarlem, Noord-Holland, Netherlands
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Summary
Orchestrated daily delivery routes and driver planning within a high-volume logistics framework for Amazon, ensuring operational efficiency and timely service delivery.
Highlights
Optimized daily delivery routes and driver schedules for a high-volume logistics operation, enhancing efficiency and achieving high on-time delivery rates.
Monitored real-time tracking systems to proactively identify and resolve delivery issues, ensuring adherence to performance KPIs and minimizing disruptions.
Served as the primary point of contact for drivers and operations, effectively resolving incidents, delays, and escalations to maintain service continuity.
Managed high-volume inbound and outbound communications, accurately documenting actions in digital systems to support transparent operations and reporting.
Operated consistently under strict Service Level Agreements (SLAs) and tight deadlines, demonstrating exceptional performance in a time-critical environment.
Solar Kasi
|Founder & Head of Operations and Customer Communications
Unknown, South Africa, South Africa
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Summary
Founded and led the operational and customer communication strategies for a solar energy venture, overseeing end-to-end customer lifecycle management and business development.
Highlights
Directed daily customer inquiry resolution across phone, email, and digital channels, ensuring high satisfaction rates and effective problem-solving.
Developed and implemented structured processes for customer onboarding and escalation, significantly improving service delivery and client retention.
Conducted proactive inbound and outbound customer engagements, fostering strong client relationships and driving product/service adoption.
Maintained meticulous records of customer data, requests, and feedback within internal systems, leveraging insights for continuous service improvement and strategic planning.
South African Broadcasting Corporation (SABC)
|Pre- & Post-Production Manager, Public Relations
Unknown, South Africa, South Africa
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Summary
Managed pre- and post-production public and internal stakeholder contact, ensuring effective communication and data management within a major broadcasting corporation.
Highlights
Served as the primary contact point for public and internal stakeholders, managing high-volume inquiries via phone and written communication to uphold brand reputation.
Processed a significant volume of public questions and reactions, strictly adhering to established procedures and contributing to efficient workflow.
Ensured accurate and timely registration of critical data under strict deadlines, supporting compliance and internal reporting requirements.
Facilitated seamless communication between production teams and the public, enhancing public relations and stakeholder satisfaction for broadcast projects.
Channel O
|Producer & Event Communications Manager
Unknown, South Africa, South Africa
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Summary
Coordinated comprehensive communication strategies for events and productions, managing relationships with partners, suppliers, and the public for Channel O.
Highlights
Orchestrated communication efforts with partners, suppliers, and the public, ensuring alignment and smooth execution for various events and productions.
Ensured accurate and timely information transfer within a demanding broadcast environment, minimizing errors and enhancing operational efficiency.
Managed stakeholder relationships effectively to facilitate seamless event execution and maintain positive public engagement.
Education
Vega Brand Communications School
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Bachelor
Copywriting
Vega Brand Communications School
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Postgraduate Diploma
Brand Building
Vega Brand Communications School
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Diploma
Strategic Brand Development
Languages
Dutch
English
Skills
Operations Management
Logistics Coordination, Route Optimization, Driver Scheduling, Real-time Tracking, KPI Monitoring, Incident Management, Escalation Management, Operational Efficiency, Process Improvement, Service Level Agreements (SLAs).
Customer Service & Communication
Customer Support, Inbound/Outbound Communication, Complaint Resolution, Problem-Solving, Stakeholder Communication, Client Relationship Management, Public Relations, Customer Onboarding, Information Dissemination.
Technical & Systems Proficiency
CRM Systems, Digital Systems, Data Entry, Reporting, Microsoft Office Suite, Fast Learner.
Strategic & Project Management
Strategic Planning, Project Coordination, Event Management, Process Adherence, Brand Building, Copywriting.
Professional Competencies
Multitasking, Stress Management, Teamwork, Reliability, Detail-Oriented, Adaptability, Client-Focused.