Morena Mokhatla

Customer Support, Sales Support, and Operations professional with over three years of remote experience helping customers, qualifying leads, coordinating appointments, and supporting business development initiatives. Experienced in CRM management, customer relationship building, administrative support, and resolving enquiries with empathy and professionalism. Highly organized, detail-oriented, and committed to delivering exceptional client experiences while achieving business goals.

Operations Assistant & Customer Support at Shiny Rock Polished (2024-03 – Present)

Promoted from Virtual Assistant to Operations Assistant after demonstrating strong process ownership and operational initiative.

• Assisted customers by understanding their requirements, providing product information, and guiding them toward suitable solutions based on their needs.
• Managed customer inquiries from initial contact through resolution, ensuring a positive experience and maintaining strong customer relationships.
• Managed high volumes of customer enquiries while maintaining excellent response times and service quality.
• Coordinated with suppliers, manufacturers, and internal teams to ensure customer expectations were met and issues were resolved efficiently.
• Managed post-purchase customer communications relating to orders, repairs, deliveries, refunds, and collections.
• Worked collaboratively with internal departments to resolve customer concerns from initial enquiry through final resolution.
• Built trust with customers through clear communication, active listening, and timely follow-up.
• Utilized WooCommerce, Zoho CRM, Zoho Books, Zoho Inventory, Microsoft Office, and Google Workspace to support customer and operational processes.

Lead Generation & Research Specialist at Freelance / Contract (2021-08 – 2022-03)

• Researched target companies and identified key decision-makers (Directors, Senior Managers).
• Collected, verified and organised data into spreadsheets.
• Qualified leads by gathering and verifying key business information to support effective conversations and decision-making.
• Conducted outbound outreach to warm prospects, building rapport and initiating meaningful business conversations.
• Scheduled meetings between qualified prospects and sales representatives, ensuring seamless handovers and accurate documentation.
• Maintained organized pipelines by tracking prospect interactions, updating lead statuses, and following established sales processes.
• Demonstrated strong written and verbal communication skills while engaging with prospective clients and responding professionally to inquiries.

Web Research & Data Annotation Specialist at Freelance / Contract (Appen, Microsoft UHRS) (2020-06 – 2021-05)

• Evaluated search engine result quality and relevance across multiple browsers and environments, applying user intent guidelines.
• Verified company information, URLs, and website accuracy to support data quality and AI training initiatives.
• Identified invalid, outdated, and dead links through detailed internet research and validation processes.
• Performed image tagging and categorisation tasks to support machine learning and AI training datasets.
• Maintained high accuracy and consistency while completing large volumes of microtasks within set deadlines.

National Senior Certificate (Matric) – Hoërskool Voortrekker (2013)

National Certificate Vocational (NCV) Level 4 in Electrical Infrastructure Construction – Ekurhuleni West Tvet College (2016)