Desmond Mokgomme

Dedicated and performance-driven Customer Service Professional with over 15 years of experience handling high-volume of customer complaints and creating excellent customer experience. Proven track record of boosting CSAT (Customer Satisfaction) scores by 90%(Which led to my CEO's Award winning)and reducing average handling time through active listening and rapid conflict resolution through a personalised customer service. Highly proficient in navigating complex CRM platforms and dedicated to delivering a seamless, positive customer experience.

Easy to learn and adapt, innovative, strong work ethics and hard-working individual.

Bar Man at GOLDRUSH GAMING&ENTERTAINMENT (2014 – 2017)

• Customer Service and Interaction.
• Serving Drinks.
• Cash Handling and Transactions
• Inventory Management.
• Cleanliness and Organization
• Physical and Multitasking Demands

Junior Manager at GOLDRUSH GAMING&ENTERTAINMENT (2017 – 2018)

• Scheduling shifts and disseminating this data.
• Directing and assessing workflow periodically.
• Ensuring the observance of stipulated budgets.
• Furnishing guests with practical aid, as needed.
• Resolving notable disagreements between staff.
• Addressing rule violations committed by guests.
• Instituting suitable disciplinary measures upon employees’ misconduct.
• Strengthening our fully functioning security measures and conceptualizing new procedures.
• Ensures Gambling Board Rules, Regs and Act, FIC, Internal Control Procedures and Standard Operating Procedures are always adhered to
• Always adheres to the Goldrush Customer Experience policy
• Other duties assigned by the General Manager.

GENERAL MANAGER at GOLDRUSH GAMING&ENTERTAINMENT (2019 – 2026)

Oversees and implements company strategies, policies and aligns branch objectives with overall company objectives and targets in accordance with company mission statement, including maximization of financial performance, customer satisfaction, and staff development within established quality standards. Responsible for the overall management of the branch.

• Responsible for the entire operational, financial, and regulatory ecosystem of a gambling establishment
• Guest Relations & Escalation
• Human resources
• Payroll

Crew Trainer at McDonald’s Centurion Lifestyle Center (2012 – 2014)

• Train new hires in food preparation, cooking procedures, customer service, and station-specific tasks.
• Demonstrate tasks, observe performance, and provide constructive feedback using structured training methods.
• Serve as the first point of contact for crew questions and support with difficult tasks.
• Training new recruits
• Attend new products workshops
• Master products
• Running of shifts/department

General and Sales Manager at MAMPHAKA RESTAURANT (2010 – 2011)

• Daily Operations
• Stock control
• Promotions

National Senior Certificate (Matric) – Mpatapata Secondary School (2009)

Advanced Project Management Certificate in Project Management – Damellin (2017)