Rele Mogotsi

Currently working as a Service Coach and Team Leader 2IC, I've gained valuable insight into departmental operations, process workflows, and performance drivers. These roles have strengthened my ability to identify inefficiencies, support continuous improvement, and effectively engage with stakeholders — key traits I'm eager to build upon, where I can apply my operational knowledge to deliver data-driven solutions and support strategic decision-making.

Team Leader 2IC / Service Coach at WesBank (2023-09 – Present)

• Analyse quality and service escalation trends to identify root causes and provided coaching recommendations to improve team performance.
• Work closely with department heads in evaluating and optimizing department processes, ensuring operational efficiency and alignment with business objectives.
• Developed, maintained, and updated process flow documentation to reflect current practices and support process standardization.
• Collaborated with cross-functional stakeholders to gather insights, clarify business needs, and support continuous improvement initiatives.
• Investigated customer complaints, performed root cause analysis, and delivered actionable feedback to relevant teams for service enhancements.
• Supported team operations and acted as a liaison between team members and leadership, ensuring effective communication and issue resolution.
• Onboarded and trained new team members, delivering process knowledge and system guidance to ensure quick integration and performance readiness.
• Liaising with system developing teams regarding new requirements for the department and performing user acceptance testing before system change implementation.

Operational Agent at WesBank (2020-06 – 2023-08)

Contact Center Marketer at WesBank (2019-07 – 2019-10)

Governance Role at WesBank (2018-07 – 2019-06)

Business Analysis NQF 6 – Gijima (2025)

Software Engineering Certificate – HyperionDev (2020)

Banking Certificate NQF 4 – Cornerstone (2019)

Bachelor of Commerce Degree in Financial Management, Business Management – Varsity College (2017)