Mbali Moruti

Dynamic and detail-oriented Learning & Development Coordinator with 2+ years of experience in an international BPO environment. Proven expertise in end-to-end training coordination, LMS administration, and data-driven reporting to enhance operational efficiency and compliance. Skilled in stakeholder management, onboarding program facilitation, and optimizing training processes to support business objectives and employee development.

Learning and Development Coordinator - Nutun BPO

(2023-01)

• Coordinated full training lifecycle for new hire cohorts and upskilling programs, ensuring alignment with business timelines and compliance requirements
• Managed and maintained accurate training registers (attendance, payroll, BI) within Learning Management System (LMS), achieving 99% data integrity for audit purposes
• Analysed trainer utilization and performance metrics to generate weekly reports for L&D and operations leadership, supporting data-driven decision making
• Supported design and facilitation of onboarding programs, directly contributing to integration of 200+ new employees annually
• Liaised effectively with operations managers, HR Business Partners, and trainers to schedule sessions, address gaps, and ensure smooth training delivery
• Automated manual reporting processes, reducing administrative time by 15% and improving report accuracy
• Tracked training effectiveness and participant progress through comprehensive monitoring systems

Billing Agent (Xfinity Campaign) - Merchants SA

(2022-01 - 2023-12)

• Interpreted complex billing statements and provided customer solutions, maintaining high customer satisfaction (CSAT) scores
• Successfully upsold additional services and features, contributing directly to team revenue targets
• Managed billing adjustments and provided detailed product advising to enhance customer experience
• Ensured compliance with all billing procedures and regulatory requirements

Call Centre Agent - Clientele Life

(2021-01 - 2022-12)

• Consistently exceeded monthly sales targets through strategic customer engagement and comprehensive product knowledge
• Processed sales efficiently while maintaining high standards of customer service excellence
• Handled customer complaints and queries with professionalism and effective resolution techniques

Personal Assistant - TMT Production

(2015-01 - 2017-12)

Receptionist - Motseleng Group

(2017-01 - 2018-12)

Billing & Administration Intern - Rondah Medical

(2021-01 - 2021-12)

Higher Certificate - Human Resources - Boston Business College (2020-01 - 2022-12)

Matriculation - Suiderlig Hoërskool (2009-01 - 2013-12)