Tsholofelo Letlhage

• Completed Bachelor of Laws (LLB) while focusing on regulatory frameworks, compliance, and legal aspects of business and technology. • Developed skills in legal research, regulatory analysis, and risk-aware decision-making applicable to business analysis and regulated environments. • Strengthened understanding of corporate governance, contracts, and compliance frameworks, complementing prior experience in business systems, digital initiatives, and financial services.

Led business analysis and CRM initiatives across a 4-country South-East Africa region, gathering requirements, facilitating workshops, and translating needs into functional specs for global IT teams. Acted as key liaison managing full lifecycle from requirements to UAT and deployment. Drove Salesforce adoption through training (50–150 users), improved workflows and reporting, built dashboards, and supported CRM migration and MES implementation projects. Key Projects: > CRM Migration > MES Implementation

Service Desk Engineer - 1st Line IT Support Returned to a service desk environment at Siemens, continuing to provide first-line IT support, incident management, and user guidance across internal and client-facing systems. - Applied ITIL-based incident, request, and problem management processes to ensure consistent, compliant service delivery. - Maintained accurate ticket documentation, prioritised workload effectively, and met performance targets within defined SLA frameworks.

Managed IT knowledge and process documentation to improve operational efficiency, incident resolution, and compliance in a multi-team environment. Key Contributions: • Built and maintained a central knowledge base, providing accurate troubleshooting procedures, SOPs, and process documentation for IT and cross-functional teams. • Developed guides, manuals, and visual aids (screenshots, workflows) to streamline onboarding and ensure consistent application of processes. • Coordinated with resolver teams

Service Desk Engineer — 1st Line IT Support Provided first-line IT support across multiple client environments, managing incidents and service requests in line with client SLAs and ITIL-based processes. Diagnosed and resolved hardware, software, and network issues, maintaining accurate documentation and escalating complex cases appropriately. 2 Companies - Same role: JULY 2010 – MAY 2013 > T-Systems South Africa, Midrand, South Africa JUNE 2013 – OCTOBER 2013 > EOH (Now IOCO), Johannesburg, South Africa

Managed inbound and outbound customer contact within a retail banking credit operations environment, handling collections, payment arrangements, and account management across a portfolio of customers. - Assessed customer financial situations and negotiated payment arrangements in line with responsible lending and collections guidelines. - Collaborated with internal teams to manage account workflows, escalations, and resolutions within defined SLA frameworks.

Innovative law Programme that teaches the basics of law and covering legal theory, private law, public law, and with a specialization in Technology, EU and International law. Completed comprehensive coursework covering core legal principles, regulatory frameworks, and various areas of law. Develop

This course focuses on attracting and retaining customers through excellent service, cooperation, trust, commitment and sharing of information. CRM is all about business relationships and how the marketer can create new value for its customers, suppliers, employees and investors by managing these

The Bachelor of Business Administration (BBA) degree gives a broad knowledge of the functional areas of a company, and their interconnection, while also allows for specialization in a particular area. BBA programs thus expose students to a variety of "core subjects" and allow students to specialize