Kamogelo Matsetela

Customer-focused BCom Accounting graduate with 6 years of progressive experience in high-volume retail operations, customer service, team support and business administration. Experienced in handling customer enquiries and escalations, resolving complaints, maintaining service standards, operating POS systems, supporting sales targets and working with customers in fast-paced environments. Proven ability to maintain customer satisfaction ratings of 90% and above, lead teams of up to 20 employees and remain professional under pressure.

Strong communication, problem-solving, organisational and interpersonal skills, with experience in SAP HCM, POS systems, KPI reporting and administrative processes.

Operations & Compliance Manager - Major Retail Group

(2025-02 - 2025-12)

• Managed daily operations and customer service standards for a business unit with 20 employees.
• Handled and supported resolution of customer complaints, escalated queries and operational issues.
• Enforced customer service standards and company policies to maintain consistent service delivery.
• Monitored customer-facing performance and KPI results and used operational information to support improvements.
• Led and supported staff training, accountability and performance management to strengthen service delivery.
• Coordinated a new branch setup, including recruitment and onboarding of 15 employees and systems implementation.
• Worked in a high-volume environment requiring professionalism, accuracy and effective prioritisation.
• Achieved a Green compliance rating through 100% adherence to SOPs and required standards.

Assistant Manager - Major Retail Group

(2022-02 - 2025-01)

• Resolved escalated customer disputes and operational issues while maintaining customer satisfaction ratings of 90% and above.
• Supported daily customer service operations and ensured service standards were consistently maintained.
• Supervised and supported a team of 18 employees, including scheduling, training and performance management.
• Supported promotional activities and financial targets while maintaining accurate KPI reporting.
• Handled cash, banking and POS-related processes accurately and responsibly.
• Used SAP HCM to manage staff-related information and payroll inputs.
• Managed inventory reconciliation and supported accurate stock and transaction records.
• Communicated with customers and staff professionally while resolving problems in a busy environment.

Management Trainee - Major Retail Group

(2019-01 - 2022-01)

• Completed structured training in operations, financial controls, sales administration, compliance and customer service.
• Assisted with customer service management and day-to-day customer-facing operations.
• Supported POS operations, stock control and daily reconciliation processes.
• Assisted with resolving customer queries and maintaining service standards.
• Developed practical experience in sales administration, teamwork, communication and problem solving.

Bachelor of Commerce - Accounting - University of Johannesburg (2017)

Wholesale & Retail Operations Supervision - Retail Operations - W&R SETA (2023)