Mpho Mashiloane

Detail and results-driven and client-focused professional with 3+ years of experience in administration and delivering exceptional service in fast-paced, high-volume environments. Proven ability to manage complex client relationships, resolve escalations efficiently, and handle high volumes of calls and emails with professionalism and accuracy. Backed by a BA in Humanities and dual Honours degrees in Criminology and Psychology, bringing a strong understanding of human behaviour, conflict resolution, and effective communication.

Proficient in Microsoft Office, with competencies spanning project management, data reporting, database management, and regulatory compliance.

Administrator - Feenstra Property Group

(2024-01)

• Ensured 100% adherence to FICA and regulatory compliance requirements through ongoing screening and verification of all business partners.
• Managed a high volume of inbound and outbound calls and emails daily, maintaining professionalism and accuracy in all client interactions.
• Processed high volumes of client queries via phone and email, achieving an average response turnaround of less than 24 hours and consistently high client satisfaction ratings.
• Resolved 300+ client escalations weekly during peak season, achieving a 90% first-contact resolution rate and ensuring client satisfaction while maintaining confidentiality when handling client's sensitive information.
• Prepared weekly and monthly management reports and administrative documentation for 3+ external stakeholder groups, supporting data-driven decision-making.
• Liaised with the Finance Department to issue and reconcile invoices, quotations, and account statements for client accounts.
• Scheduled and coordinated meetings monthly, ensuring accurate record-keeping and timely communication of outcomes to all stakeholders.
• Coordinated simultaneous administrative processes across Compliance, Finance, HR, Systems, and Client Services departments, consistently meeting all deadlines.
• Conducted lease auditing across a portfolio of student accommodation units, identifying and resolving discrepancies to protect organisational revenue.
• Led and monitored a call centre team of 80 people, maintaining service delivery standards and reducing average call resolution time through ongoing performance tracking.
• Served as first point of escalation for client complaints, resolving 95% of cases without further escalation.
• Accurately captured the client's information on the systems to minimize faulty information and reduce time spent on lease auditing.

Administrative Assistant - University of Pretoria

(2023-10 - 2023-12)

• Proofread and quality-assured 30 000 official correspondence letters (acceptance, rejection, admission, and student communications) by the University of Pretoria within a 3-month contract period.
• Achieved a near-zero post-distribution error rate by identifying and correcting grammatical, formatting, and branding issues prior to dispatch.
• Reviewed letter content, formatting, and header alignment against university brand standards, ensuring 100% compliance with institutional communication guidelines.
• Contributed to a measurable improvement in the accuracy and professionalism of communications reaching prospective and current students.

Administrator - Youth Leadership Organisation

(2020-01 - 2023-12)

• Prepared and maintained accurate agendas, minutes, and reports for 50+ meetings and workshops over 4 years, supporting effective organisational decision-making.
• Coordinated scheduling and logistics for 37 community outreach programmes and events annually, ensuring seamless execution.
• Managed all stakeholder correspondence and enquiries, serving as the primary point of contact for community members and 12 partner organisations.
• Assisted in planning and executing youth empowerment and leadership development programmes that collectively reached 500 young beneficiaries in various schools in tembisa.
• Maintained an organised filing and document management system covering 4 years of organisational records, ensuring 100% retrieval compliance.
• Managed calendars, schedules, and event logistics for a volunteer base of 27 individuals in the organisation.
• Supported data capturing, record keeping, and participant registration for all organisational programmes.

Events and Mentorship Manager - Enactus UP

(2020-11 - 2022-02)

• Coordinated 10 high-impact leadership and mentorship initiatives over 15 months, increasing student engagement by an estimated 40% within the University of Pretoria.
• Built and maintained relationships with industry professionals from Enactus South Africa and mentors, strengthening the sustainability of the mentorship programme.
• Delivered well-organised events and workshops through effective project planning, stakeholder management, and operational coordination.
• Managed multiple concurrent events and mentorship activities while consistently meeting all programme deadlines.

Marketing Manager - Enactus UP

(2021-11 - 2023-02)

• Developed and executed multi-platform marketing strategies for Enactus UP, increasing social media reach and stakeholder engagement by an estimated 50% over 15 months.
• Managed the organisation's social media presence across 3+ platforms, producing content that drove measurable increases in event participation and recruitment.
• Designed and coordinated marketing campaigns supporting recruitment drives, fundraising initiatives, leadership programmes, and flagship event.
• Produced a suite of marketing collateral including promotional content, presentations, newsletters, posters, and digital communications for every major campaign.
• Coordinated simultaneous marketing campaigns while meeting all deadlines and organisational objectives, contributing to the organisation's enhanced reputation within the university.

Transformational Officer - University of Pretoria

(2023-01 - 2023-12)

• Coordinated disability awareness and transformation initiatives reaching students within the University of Pretoria, contributing to a more inclusive and accessible university environment.
• Facilitated communication between students, academic departments, and support units, strengthening access to student support services.
• Maintained accurate and confidential records for students requiring accommodation, ensuring 100% compliance with institutional data management standards.
• Supported the implementation of reasonable accommodation processes that improved academic access for students with disabilities across multiple faculties.
• Served as a trusted first point of contact for accommodation requests, ensuring professional and timely resolution of all enquiries.

Student Representative Intern - Higher Health South Africa

(2023-01 - 2023-12)

• Contributed to the implementation of health education, advocacy, and outreach programmes reaching thousands of students across the institution.
• Collaborated with educational institutions and community organisations to strengthen stakeholder engagement and programme delivery.
• Assisted in delivering awareness campaigns that promoted healthier and safer communities, contributing to national and institutional public health objectives.

Community and Engagement Officer - Eris Property Group

(2020-11 - 2022-02)

• Developed and implemented resident-focused engagement programmes for a community of 853 residents, fostering inclusion and a sense of belonging.
• Coordinated 4 outreach and social programmes weekly that improved resident access to opportunities, information, and support services.
• Acted as a trusted liaison between residents and management, ensuring all concerns were addressed within agreed SLA timeframes.
• Combined stakeholder engagement, project coordination, and administrative expertise to deliver community programmes with lasting social impact.

BA - Humanities - University of Pretoria (2019-01 - 2021-12)

Honours - Criminology - University of Pretoria (2022-01 - 2022-12)

Honours - Psychology - University of Pretoria (2023-01 - 2023-12)