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Johannesburg
Makabelo Motaung

Makabelo Motaung

Senior Busness Analyst|Customer Experience (CX)

Customer Service / Support

Johannesburg, City of Johannesburg Metropolitan Municipality

Social

Services offered

over 16 years of success in optimizing business processes, designing customer-centric solutions, and leading IT and contact center transformation projects. Skilled in leveraging data, technology, and stakeholder collaboration to drive operational excellence and customer satisfaction.

It project management
Business analyst
Customer experience design
Data analysis
Contact center strategy
Approximate rate: ZARR 400 per hour

Experience

Experienced in: Business Process Optimization
Customer Experience Design (CX & UX)
Contact Center Strategy & Operations
IT Project Management & Software Implementation
Data Analysis & Performance Reporting
Stakeholder Engagement & Change Management
Workforce & Capacity Planning
Quality Assurance Automation (Genesys)
Multichannel Communication Solutions (IVR, Chat, Email, Social Media)

Education

Diploma in Business Analysis – Faculty Training Institute (2008)
Human Resource Diploma – Business Management Training (2009)
Certificate in Software Testing – Faculty Training Institute (2015)
UI/UX Design Certification – IT Academy (2021)
Cloud CX Certifications (Genesys) – Workforce & Quality Management (2023)
Project Management in IT – University of South Africa (In Progress

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