Andile Fusi
Performance Lead
Midrand,Gauteng
Summary
Forward-thinking Operations Specialist bringing 18 years of expertise in Performance Management and Communication for Telecommunication sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies.
Overview
17
17
years of professional experience
Work History
Performance Lead
Vodacom
11.2019 - Current
- Educated staff on organizational mission and goals to help employees achieve success.
- Optimized resource allocation to maximize team output without compromising quality or customer satisfaction.
- Spearheaded change management initiatives to optimize workflows, improve efficiency, and reduce resistance during periods of organizational transition.
- Promoted a high-performance culture by setting clear expectations, providing regular feedback, and celebrating team achievements.
- Generated reports detailing findings and recommendations.
- Mentored and coached team members to enhance their skills and advance their careers.
- Evaluated customer needs and feedback to drive product and service improvements.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Collaborated with stakeholders to align performance objectives with business goals and strategies.
- Excellent communication skills, both verbal and written.
Training Officer
Vodacom South Africa
06.2017 - 10.2019
- Boosted team morale and collaboration through effective communication strategies and team-building exercises during training sessions.
- Optimized resource allocation for each training session based on participant needs analysis.
- Analyzed and evaluated training effectiveness and program outcomes.
- Streamlined the onboarding process for new hires, ensuring a smooth transition into their roles with comprehensive orientation sessions.
- Trained and mentored 800+ new personnel hired to fulfill various roles.
- Developed strong relationships with department managers to align training initiatives with business goals and priorities.
- Developed lesson plans, instructional materials and written practice tests for training courses.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Customer Service Supervisor
Vodacom South Africa
08.2014 - 10.2017
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Created, prepared, and delivered reports to various departments.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Created customer support strategies to increase customer retention.
- Coached employees through day-to-day work and complex problems.
- Leveraged analytical skills to review customer feedback data, identifying areas requiring attention or process improvements.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Developed strong communication and organizational skills through working on group projects.
- Provided professional services and support in a dynamic work environment.
- Cultivated interpersonal skills by building positive relationships with others.
Senior Customer Service Representative
Vodacom South Africa
08.2007 - 07.2014
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Trained staff on operating procedures and company services.
- Responded to customer calls and emails to answer questions about products and services.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
- Developed strong communication and organizational skills through working on group projects.
Education
University Of North West
Potchefstroom, South AfricaSelf Leadership
North West University
Potchefstroom, South Africa12.2023
Vodacom Achievers
University Of North West
Potchefstroom, South Africa06.2022
Marketing
University Of Johannesburg
Auckland Park, South Africa01.2003
Skills
Interpersonal Communication
Teamwork and Collaboration
Professionalism
Analytical Thinking
Data Analysis
Motivational Techniques
Quantitative skills
Employee Coaching
Analytical and Critical Thinking
Problem Resolution
Team Management
Excellent Communication
Languages
English
Bilingual or Proficient (C2)
Afrikaans
Upper intermediate (B2)
Sotho
Advanced (C1)
Zulu
Intermediate (B1)
Timeline
Performance Lead
Vodacom
11.2019 - Current
Training Officer
Vodacom South Africa
06.2017 - 10.2019
Customer Service Supervisor
Vodacom South Africa
08.2014 - 10.2017
Senior Customer Service Representative
Vodacom South Africa
08.2007 - 07.2014
University Of North West
Self Leadership
North West University
Vodacom Achievers
University Of North West
Marketing
University Of Johannesburg