Brilliant Makhathini

Sales & Customer Service Consultant

• Communication & Sales Skills: Excellent verbal and written communication is a must. You need strong consultative selling skills to identify customer needs and confidently ask for the sale, while also being resilient enough to handle objections professionally .
  
  Customer & Tech Savvy: Applying a genuine customer service focus, building rapport and trust. And navigating Customer Relationship Management (CRM) software (like Salesforce or HubSpot) and other digital tools to accurately track customer interactions and performance .
• Highly organized with excellent time management to prioritize calls and follow-ups.
• Results-oriented and self-motivated person with a positive mindset for meeting daily, weekly, and monthly sales targets and KPIs .

Sales Consultant

• Making calls to potential or existing customers
• Generate new leads, follow up on inquiries, pitch products, set appointments
• Cold calling, lead generation, follow-up on marketing campaigns, reactivating old accounts

Customer Service Consultant

• Answering calls from customers interested in a product/service
• Qualify leads, answer questions, close sales, upsell/cross-sell
• Excellent communication skills, both verbal and written.
• Skilled at working independently and collaboratively in a team environment.

• Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
• Helped customers complete purchases, locate items, and join reward programs.
• Enhanced customer loyalty by offering tailored solutions that met individual needs.
• Stayed up-to-date on industry trends to better educate customers on new products and offerings.
• Developed strong relationships with clients, leading to repeat business and increased referrals.
• Resolved customer complaints promptly, maintaining a positive brand image.
• Oversaw deposits, processed financial transactions and maintained inventory.
• Assisted in visual merchandising efforts, creating appealing displays that attracted customers and boosted sales.
• Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
• Developed strong rapport with customers and created positive impression of business.
• Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
• Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
• Provided exceptional services and pleasant shopping experiences to retail customers.
• Built customer loyalty and retention by delivering excellent shopping experiences.
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
• Performed cash, card, and check transactions to complete customer purchases.

• Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
• Used consultative sales techniques to understand customer needs and recommend relevant products and services.
• Responded to telephone and in-person requests for information.
• Provided sales and customer service assistance to walk-in traffic
• Followed up with existing customers to provide additional support and address concerns.
• Streamlined sales processes to improve efficiency, leading to quicker deal closings and increased productivity.

Operations & Quality

• Oversaw daily cafe operations to ensure smooth workflow and timely task completion
• Ensured all food and drinks met high-quality standards with consistent service
• Maintained a clean, presentable cafe in line with sanitation and hygiene regulations

Customer Service

• Handled customer complaints effectively and resolved conflicts professionally
• Used customer feedback to make improvements and increase customer retention

Operations & Quality

• Oversaw daily cafe operations to ensure smooth workflow and timely task completion
• Ensured all food and drinks met high-quality standards with consistent service
• Maintained a clean, presentable cafe in line with sanitation and hygiene regulations

Customer Service

• Handled customer complaints effectively and resolved conflicts professionally
• Used customer feedback to make improvements and increase customer retention

Inventory & Supplies

• Managed ordering of food ingredients, paper cups, and bathroom supplies
• Communicated customer needs to supply chain and quality teams to improve capacity

Ordering & Stocking

- Order food ingredients, paper cups, and bathroom supplies before stock runs low

- Check delivery orders against invoices to ensure accuracy and quality

- Rotate stock using FIFO (First In, First Out) method to minimize waste

- Restock front-of-house and back-of-house supplies daily

Monitoring & Tracking

- Conduct weekly inventory counts to track usage and identify shrinkage

- Monitor par levels and adjust orders based on sales trends and seasonal demand

- Track slow-moving items and reduce orders to prevent overstocking

Vendor & Communication

- Communicate customer needs and demand patterns to supply chain teams

- Coordinate with quality teams to ensure ingredients meet standards

- Schedule deliveries to avoid peak service hours and storage issues

Organization & Efficiency

- Label and date all stored items for easy identification

- Maintain organized storage areas to improve accessibility and safety

- Dispose of expired or damaged items promptly and document waste

Cost Control

- Compare supplier prices regularly to ensure competitive costs

- Report any discrepancies or quality issues to vendors immediately

- Minimize waste by communicating stock levels to kitchen staff for menu planning

Food Preparation

- Prepared and cooked food for the daily menu

- Used ingredients creatively to make daily specials

Safety & Compliance

• Maintained safety standards to prevent food-borne illnesses
• Ensured all staff were familiar with health and safety regulations

Leadership & Teamwork

• Applied leadership skills to maintain team efficiency and organize workflows
• Facilitated communication between departments to align teams with company goals
• Introduced quality control measures that improved operational efficiency
• Managed ordering of food ingredients, paper cups, and bathroom supplies
• Communicated customer needs to supply chain and quality teams to improve capacity

Food Preparation

• Prepared and cooked food for the daily menu
• Used ingredients creatively to make daily specials

Safety & Compliance

• Maintained safety standards to prevent food-borne illnesses
• Ensured all staff were familiar with health and safety regulations

Leadership & Teamwork

• Applied leadership skills to maintain team efficiency and organize workflows
• Facilitated communication between departments to align teams with company goals
• Introduced quality control measures that improved operational efficiency

• Setting up the store, check and order new stock, and record sales. Adhering to health and safety guidelines
• Preparing and serving drinks and food, interacting with customers, and keeping the work area clean
• Customer service
• Answering questions about the menu and inform customers of specials
• Ensuring that customer service stations are stocked.
• Cleaned counters, machines, utensils, and seating areas daily.
• Maintained a clean and organized workspace for optimal productivity and safety.
• Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
• Used POS system to accurately enter orders and process payments.
• Learned every menu item's preparation and numerous off-label drinks to meet customer needs.

• Time and daily management
• Phone operator, notes taking, scheduling meetings, emailing
• Writing proposals
• Assisting clients and managing their accounts
• Responded to emails and other correspondence to facilitate communication and enhance business processes.
• Improved document management, established systematic filing system that accelerated information retrieval.

Sales Agent

• Logging all calls, updating the CRM (Customer Relationship Management system), and setting follow-up tasks immediately.
• Converting warm leads or cold lists into qualified prospects or sales.
• CRM/System Troubleshooting: Fixing minor technical issues (headsets not working, software freezing) so the consultants don't lose selling time waiting for IT.

2ic

• When a junior consultant gets stuck on a specific objection (e.g., "I'm not interested," "Email me something"), you provide them with the exact phrasing to use next time.
• Pumping up the team after a rejection, running mini-competitions, and keeping energy levels high to prevent burnout.
• Gathering data for the Team leader / Manager, tracking why people aren't selling (e.g., "We had 100 calls, but 80 were answering machines. We need a new list").

• CRM admin, process mapping, cross-functional projects, reporting
• Coaching, call listening, escalation handling, motivation
• Coaching & Development: Conduct daily call listening and side-by-side coaching to improve sales techniques and objection handling.
  
  Real-Time Management: Monitor call queues, manage agent adherence, and ensure service levels are met.
  
  Motivation: Run contests/SPIFs to keep energy high in a repetitive environment.
  
  Escalations: Act as the first point of contact for complex customer issues agents cannot resolve.
  
  Reporting: Track team performance (conversion rates, AHT) and report daily results to upper management.
• Established effective communication channels within the team, ensuring timely updates on market trends and competitor activities.
• Conducted regular performance evaluations, identifying areas of improvement and adjusting training programs accordingly.

Cellular Telesales Consultant

• Persuasive pitching, handling objections, and building rapport quickly over the phone.
  
  Probing to understand customer usage (data, coverage) and matching them to the right plan/device.
  
  Expertise in phone specs, plan architecture, promotions, and competitor offerings.
  
  Navigating CRM and billing systems efficiently while talking to the customer.
  
  Soft Skills: Resilience to rejection, patience with confused customers, and adaptability to switch between calls.
  
  Integrity to clearly disclose contract terms and fees.
• Developed innovative strategies for clients, resulting in increased revenue and business growth.