AVENVUKA MBU-LETANG PASCAL

Project Lead – Community Development Initiative

• Spearheaded the development of a multi-purpose community centre to uplift the Cape Town rugby community through inclusive and sustainable initiatives.
• Managed and nurtured relationships with diverse stakeholders, including local leaders, sponsors, tenants, and municipal officials.
• Recruited and coordinated a professional project team including architects, engineers, and community facilitators.
• Led monthly project progress meetings with architects and key stakeholders to monitor developments, resolve issues, and ensure alignment with objectives.
• Negotiated and managed lease agreements with interim tenants during the rezoning process to generate revenue and maintain compliance.
• Promoted and facilitated community-based programs such as baking classes, children’s dance school, and women’s support groups to enhance local engagement and empowerment.
• Launched and managed a soup kitchen and coordinated charity donation drives to support vulnerable members of the community.
• Developed and executed fundraising strategies to secure funding for construction and community programming.
• Played a key role in strategic planning, aligning infrastructure development with community needs and long-term impact goals.
• Planned, designed, and scheduled phases for large projects.
• Met project deadlines without sacrificing build quality or workplace safety.
• Identified plans and resources required to meet project goals and objectives.
• Managed projects from procurement to commission.

• Leading strategic development and operational management of the WOE Ministry, expanding its reach by 60% across Africa, Europe, and America.
• Oversee daily operations, financial planning, and team management.
• Design frameworks for weekly meetings, daily prayer marathons, and monthly thematic studies.
• Facilitate training for women leaders in spiritual leadership, community engagement, and conflict resolution.
• Establish connections to support women's leadership growth.
• Developed and implemented operational procedures to ensure quality standards are met.
• Addressed customer concerns with suitable solutions.

• Establish a natural hair care brand addressing the needs of women and children with sensitive skin.
• Develop and implement marketing, branding, and distribution strategies.
• Represented the brand at an organic product expo, increasing brand visibility and client engagement.
• Oversaw all aspects of operations, including product development, marketing, sales, customer service, and finance.
• Conducted regular reviews of existing processes to identify areas of improvement.
• Developed and implemented a comprehensive business plan and business model canvas to launch the company.
• Negotiated contracts with vendors and suppliers for optimal pricing structure.
• Actively participated in industry events, conferences, and networking opportunities to enhance brand visibility and business growth.
• Conferred with staff, board members, and officials to coordinate activities, resolve problems and discuss issues.
• Designed and launched innovative products and services, ensuring they meet market needs and customer satisfaction.
• Negotiated and closed deals with suppliers, clients, and other key stakeholders to optimize operational efficiency.
• Implemented scalable processes and systems to support business operations and facilitate efficient growth.
• Implemented customer feedback loops to gather insights and improve product and service offerings continually.
• Monitored and analyzed performance metrics to inform strategic pivots and drive continuous improvement.
• Built and led cross-functional teams, overseeing recruitment, training, and development of staff across departments.
• Developed and executed strategies for scaling the business domestically and internationally.
• Coordinated with product development teams to ensure timely delivery of high-quality products.
• Fostered a positive company culture that encourages teamwork, innovation, and excellence.
• Established and maintained strategic partnerships with key industry players to enhance business growth and development.
• Conducted comprehensive market research to identify unmet needs and opportunities for new business ventures.
• Conducted ongoing competitive analysis to inform strategic decisions and maintain competitive advantage.
• Managed crises and unexpected challenges, ensuring minimal impact on business continuity.
• Ensured compliance with legal and regulatory requirements relevant to the business operations.
• Secured initial funding through pitching to angel investors and venture capitalists, raising significant capital.
• Led marketing efforts, including brand development, digital marketing strategies, and public relations campaigns.
• Implemented strategic offerings to enhance company's suite of products and services.
• Oversaw technological improvements, successfully reducing waste and eliminating business bottlenecks.
• Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
• Signed and approved budgets for new funding and program initiatives.
• Hired, trained and mentored sales and marketing staff dedicated to employing Google AdWords, Google Analytics, and other SEO techniques and metrics sources.
• Created program to promote new managers from within, leading to cohesive leadership structure.
• Leveraged trends in customer industries and marketplaces to shape solutions and approaches.
• Exceeded sales goals through upselling and cross-selling within theexisting client base as well as strategically attracting new business.
• Optimized supply chain to reduce materials costs and improve distribution.
• Improved profitability by accurately maintaining P&L to meet prime fiscal responsibility.
• Drove revenue by cultivating successful client relations.
• Hired, trained, and mentored staff members to maximize productivity.
• Strategized and implemented plans to transform and revitalize operations, capitalizing on emerging industry trends.
• Executed on-time, under-budget project management to adhere to project road map.
• Led strategic planning and execution to enhance profitability and company growth.

• Coordinated empowerment programs reaching 500+ refugee, asylum-seeking, and migrant women, enhancing socio-economic integration and access to services.
• Led MEL processes, including data collection, analysis, and donor reporting using Salesforce CRM.
• Developed and managed a peer facilitator training program to build leadership skills among participants.
• Facilitated modules on leadership, gender equality, communication, and conflict resolution.
• Strengthened partnerships with local NGOs and supported successful grant applications.
• Prepared quarterly and annual program reports for internal and external stakeholders.

• Reviewed welcome packages and participated in onboarding meetings to ensure alignment with program objectives.
• Monitored online discussion forums, promoting engagement and addressing participant queries.
• Provided ongoing support to students, tracking their progress and encouraging active participation.
• Guided teams through the development of their ventures, offering feedback and mentorship throughout the process.
• Escalated issues to the Program Assistant when necessary to ensure timely resolution and program continuity.

Empowered women to achieve economic independence.

Created opportunities for women to connect.

Assisted women in discovering purpose and reaching goals.

Trained women in managing anxiety, enhancing communication, and resolving conflicts.

• Oversaw day-to-day administrative operations, ensuring smooth functioning across all church departments.
• Managed general office tasks including answering phones, handling correspondence, and maintaining organized records.
• Administered church finances through budgeting, bookkeeping, processing contributions, and preparing financial reports.
• Maintained accurate inventory records and ensured the timely procurement of supplies.
• Organized church and community events, coordinating logistics, volunteers, and communication.
• Developed and managed calendars for church activities, services, and staff schedules.
• Innovated record-keeping systems to improve operational efficiency and data accessibility.
• Built a strong administrative structure to support continuity and long-term sustainability.
• Facilitated internal and external communication across the church community through various platforms.
• Handled personnel matters including recruitment, onboarding, training, and volunteer coordination.
• Partnered with church leadership in strategic planning, contributing to the realization of the church’s vision and mission.

• Successfully launched a guest house in the competitive hospitality market, establishing its presence and attracting initial clientele.
• Strengthened brand visibility by designing and executing targeted social media advertising campaigns.
• Facilitated monthly team meetings to review performance, integrate customer feedback, and implement service improvements.
• Increased revenue by developing and promoting strategic discount offers for peak and off-peak seasons.
• Improved customer complaint resolution by introducing a standardized indemnity form and a clear complaint management process.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
• Identified and resolved unauthorized, unsafe, or ineffective practices.
• Increased profit by streamlining operations.
• Developed and implemented strategies to maximize customer satisfaction.

Customer Service Agent:

• Took full ownership of end-to-end customer enquiries, engaging relevant partners across the service chain to ensure resolution.
• Resolved customer issues during the first point of contact through live resolution, enhancing customer satisfaction.
• Proactively communicated with customers throughout the contact management process to ensure transparency and trust.
• Accurately documented and tracked all customer interactions in customer-facing systems, in line with service accreditation standards.
• Promptly escalated critical issues to the Team Leader or Sales Manager to protect and maintain strong customer relationships.
• Maintained up-to-date knowledge of business processes and procedures within assigned areas of responsibility.
• Consistently delivered on customer promises and service commitments, reinforcing brand trust and loyalty.
• Collaborated with the Team Lead to identify Individual Development Plans and actively addressed performance or skill gaps.
• Oversaw team productivity and performance in the absence of the Team Leader, maintaining workflow continuity.
• Managed new card business processes, including onboarding and service activation.
• Addressed and resolved customer feedback and issues related to card services.
• Analyzed customer card disputes, identified root causes, and facilitated prompt resolution.
• Executed manual processes to maintain service delivery during Business Continuity Events.
• Acted as the IT liaison for the team, raising and following up on technical issues to ensure timely resolution in line with agreed service levels.

Trainer:

• Facilitated virtual, in-person, and blended learning sessions.
• Provided coaching and mentoring to employees.
• Analyzed and evaluated training effectiveness and program outcomes.
• Utilized a variety of instructional design methodologies to create effective learning experiences.
• Contributed to global key projects, including customer redeployment, 3rd-party reselling, training material localization, IVR transformation, and migration from legacy systems to GSAP.
• Delivered functional training on legacy systems and customer service processes, ensuring smooth knowledge transfer.
• Coached customer service agents, provided constructive feedback, and collaborated with Trainer Coordinator, Team Leads, and Learning & Development Lead to enhance agent performance.
• Embraced a Customer-First mindset and applied customer service behavior standards to deliver exceptional customer experiences.
• Promoted continuous improvement by sharing best practices and actively contributing to process enhancement initiatives.
• Administered assessments, provided timely feedback to trainees and the Lead Trainer, and supported individual learning progress.
• Maintained accurate attendance registers and completed all training-related administrative tasks as required.
• Communicated feedback to the Training Lead to improve content and delivery methods; escalated outdated materials to the Trainer Coordinator and updated them as needed.
• Maintained a detailed skills matrix for each trainee to monitor progress and guide development plans.
• Provided regular updates to the Trainer Coordinator on trainee performance, behaviors, and learning ability, escalating issues proactively.
• Supported customer service agents on the floor by offering real-time guidance and first-line support for resolving customer queries.
• Led comprehensive training for the CEO and staff during FleetCor’s acquisition of Shell’s small customer portfolio, ensuring knowledge transfer and operational readiness.
• Provided strategic support to facilitate seamless integration of systems, processes, and service delivery models.
• Delivered on-site training and implementation workshops in Prague, Czech Republic, to support change management and regional alignment.
• Enhanced team capabilities by aligning training content and delivery with FleetCor’s operational standards and performance expectations.

Key Account Manager Assistant for Platinum Customers:

• Owned and managed a portfolio of platinum customers, each consuming over 1 million litres annually, ensuring high-value relationship management.
• Developed and maintained long-term strategic partnerships, driving increased sales volumes and fostering customer loyalty.
• Took full ownership of end-to-end customer enquiries, coordinating with cross-functional teams to deliver seamless service.
• Gained in-depth understanding of key customer needs and consistently identified and proposed tailored solutions to meet evolving requirements.
• Consistently met customer satisfaction targets by proactively managing crises beyond standard service control and ensuring transparent communication throughout the resolution process.
• Executed key control activities to mitigate high-risk impacts within finance and operational areas, safeguarding business integrity.
• Conducted daily operational controls to ensure compliance with internal standards, operational excellence frameworks, and SOX (Sarbanes-Oxley) control procedures.

• Oversaw salon employee performance, facility cleanliness, and sales.
• Maintained general appointment calendar and set shift schedules.
• Achieved personal sales goals by upselling products to meet individual needs.
• Managed cash flow, business transactions, banking, and accounting processes.
• Handled daily cash operations and performed end-of-day cash-up procedures to ensure financial accuracy.
• Managed stock orders for salon supplies, ensuring consistent availability of products.
• Scheduled shifts for stylists and operators to maintain optimal salon coverage and workflow.
• Handled client appointments, ensuring efficient scheduling and time management for stylists.
• Conducted interviews and participated in the hiring process of new cashiers to support front-desk operations.
• Fostered a positive team environment by promoting enthusiasm, collaboration, and a strong work ethic among staff.
• Ensured clients were welcomed in a friendly atmosphere and consistently left satisfied with their service experience.

Cashier:

• Offered hands-on assistance to customers, assessed needs, and maintained current knowledge of consumer preferences.
• Assisted customers with placing orders and responded to queries to ensure a positive dining experience.
• Prepared, heated, and assembled food items, including packaging takeout orders with appropriate cutlery and condiments.
• Ensured customer satisfaction by checking in during meals and addressing any concerns promptly.
• Received and stored supplies in refrigerators, freezers, and cupboards according to food safety standards.
• Closed and packed up the shop after hours, ensuring cleanliness and readiness for the next business day.
• Performed end-of-day cash-up procedures, ensuring accurate financial reconciliation.

Manager:

• Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.
• Kept orderly and accurate accounting records by monitoring sales documentation.
• Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
• Monitored staff performance to ensure adherence to product quality and customer service standards.
• Fostered a culture of enthusiasm, teamwork, and accountability among crew members.
• Oriented and trained new employees in line with company procedures and service expectations.
• Provided regular performance feedback to staff to support growth and improve service delivery.
• Procured food and supplies as needed to maintain seamless operations and meet customer demand.
• Supervised food preparation processes to ensure quality, hygiene, and compliance with standards.
• Oversaw the cleanliness of equipment, workstations, and dining areas to maintain a safe and welcoming environment.
• Followed company procedures for handling, recording, and safeguarding of company funds.
• Resolved customer complaints and assisted the manager in addressing operational issues effectively.
• Assigned tasks and directed the daily activities of team members to ensure efficient workflow.
• Maintained accurate inventory records of food and supplies to support planning and reduce waste.
• Assumed full responsibility for store operations in the absence of the manager.