Tshepo Ralenkoane
Boksburg
Summary
Business Intelligence Analyst with 8+ years in call center operations. Progressed from frontline agent to team lead, then into BI, combining operational expertise with leadership. Skilled at turning data into actionable insights that improve service levels, productivity, and decision-making.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Junior BI Analyst
Smollan
Gauteng
06.2024 - Current
- Extract, clean, and analyze data from multiple sources to support business decisions.
- Create reports and dashboards to track KPIs and highlight trends.
- Assists in ad-hoc analyses for sales, marketing, and operations teams.
- Collaborates with stakeholders to understand data needs and provide actionable insights.
- Manage and analyze call center data using Callbi, generating insights on agent performance and customer interactions.
Team Lead / Second-in-Command
Smollan
Gauteng
01.2023 - 12.2023
- Managed team operations, resources, and tasks to ensure smooth workflow and goal achievement.
- Contributed to process improvements and team development initiatives, enhancing overall efficiency.
- Monitored performance metrics, identified improvement opportunities, and implemented solutions.
- Mentored and developed team members, fostering a positive and high-performing team culture.
Call Center Consultant
Smollan
Gauteng
01.2019 - 12.2022
- Processed customer orders and quotations via phone and email, ensuring accuracy and timely handling.
- Provided product and service information, resolving customer inquiries and issues efficiently.
- Maintained accurate records of customer requests, quotations, and pricing feedback.
- Conducted telesales calls to promote products and services, achieving sales targets.
Data Entry Clerk
Smollan
Gauteng
03.2018 - 12.2018
- Captured deductions, contracts, and checks for international clients accurately.
- Entered data into database software and verified data for accuracy and completeness.
- Maintained organized records of pricing requests, client feedback, and related documentation.
Pharmacy Assistant
Medical Society
Kempton Park, Gauteng
08.2017 - 03.2018
- Pre-packed and packaged medication/pills for distribution according to pharmacy standards.
- Captured and maintained accurate data of medications and distributions in the pharmacy system.
- Ensured proper labeling, quantities, and compliance with safety and quality standards.
- Assisted with inventory tracking and documentation for regulatory compliance.
Education
Diploma - Diploma in System Development (IT)
Boston City Campus
12.2028
Matric -
Meloding High School
Free State, Virginia12.2013
Skills
- Google Analytics
- SQL
- Excel
- Google sheet
- SAP ERP
- Oracle Application
Certification
- Customer Service: Knowledge Management
- Google Analytics
- Essential New Skills in Customer Support
- Excel: PivotTables for Beginners
- Excel Essential Training (Microsoft 365)
Websites, Portfolios and Profiles
www.linkedin.com/in/tsheporalenkoane-482032243
References
- Mkhaliphi Mnguni: 0837870338
Timeline
Junior BI Analyst
Smollan
06.2024 - Current
Team Lead / Second-in-Command
Smollan
01.2023 - 12.2023
Call Center Consultant
Smollan
01.2019 - 12.2022
Data Entry Clerk
Smollan
03.2018 - 12.2018
Pharmacy Assistant
Medical Society
08.2017 - 03.2018
Diploma - Diploma in System Development (IT)
Boston City Campus
Matric -
Meloding High School