Cindy Phala
Retail Store Manager
Johannesburg
Summary
I am a focused, result-driven, self-motivated, and enthusiastic professional. I am eager to exercise the knowledge obtained from my experience and gain technical skills in a challenging work environment while contributing to meet deadlines, and produce deliverables expected of me. I enjoy working with and being part of a successful productive team, but also thrive in individual projects. Capable of leading a team, working in high pressure , challenging working environments, excellent time management,problem solving skills . Naturally possess excellent interpersonal communication , negotiation skills, manage work relationships well and have the ability to influence decisions.
Overview
23
23
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Advisor Line Consultant
STANLIB- Standard Bank Group
Johannesburg, South Africa
01.2021 - 10.2022
- Manage and handle incoming and outbound calls professionally
- Answer calls through switchboard and transfer call to other departments and staff
- Assist clients with new business and additional applications
- Capture and update notes on Silica and Horizon
- Assist unit trust, offshore, brokers, executors and consultants at standard bank branches and manco
- Deals with Estate late queries, requirements, change of details
- Escalate queries to risk or outbound team for verification and for approval
- Assist Brokers with clients’ queries, forms and advise on solution or transfer calls to brokers support team
- Escalate and respond to inbox emails to Lisp and Unit Trust,
- Assist with Online queries, support to investors & corporate clients
- Ensure good relationships with other departments and stakeholders for effective results and better service
- Authenticate clients on XDS systems, Biometrics & fingerprints done at standard bank branch
- Clarify requirements and deliver outcome expectations with clients
- Provide clients with statement, tax certificates, fund interest rates, facts sheet and investment performance
- Advise clients on FICA requirements and update personal information ,i.e , physical address, banking details , cell phone number and email address
- To meet SLA of 90%+ on all targets
- Understand products knowledge and keep clients informed, follow the internal policy, standard procedure of the Standard bank Group and Liberty
- Manage and resolve escalated complaints and call all clients responded to the survey projects
- Log or create service request for any disputes or confirmations
- Manage and handle complaints, provide feedback and reports to management electronically on a daily basis ,follow up on pending queries
- Ensure policy requirements and compliance are met with set deadlines
- Assist , provide information and educate clients with Online platform, whatsapp and chat bot and web chat, Estate late cases , Brokers Lawyers, beneficiaries .
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Resolved problems, improved operations and provided exceptional service.
- Organized and detail-oriented with a strong work ethic.
- Passionate about learning and committed to continual improvement.
Retail Store Manager
Vodacom Rosebank
Johannesburg
07.2018 - 03.2020
- Promote products and services by merchandising, social media and pamphlets
- Promote and maintain Vodacom cultures
- Manage day to day operational tasks and delegate activities to team to empower the staff
- Check and monitor competitors deal and compare in order to retain our existing clients consistently
- Manage front and back office with friendliness and professional
- Manage a productive team, recruitment of staff and coaching
- Identify training needs , coaching and hire new staff
- Manage the company s property and store assets
- Reconcile the bank statements accounts versus the monthly invoices
- Manage Point of Sale prcess, maintain maintain stock and orders
- Maintain the Vodacom SLA –targets , prepaid, contracts, upgrades, insurance, book in repairs phones
- Do contract credit vetting , transfer of ownership and contracts activations and reactivations
- Retain existing clients by providing clients with discounts on data and insurance when doing an upgrade
- Performance conversations to rectify issues and share ideas
- Ensure that clients are welcome, attended to and assisted
- Prepare daily, weekly, monthly sales report and productivity
- Maintain internal control and store operating procedures to prevent problems with cash handling documents and fraud
- Resolved queries and feedback to client within 24hrs
- Make sure the Customer is Fairly Treated with respect
- Ensure that the store and individual staff reach targets
- Activate and submit all Vodacom insurance applications, claims, assist with excess and insurance quotations
- Manage and handle all in-store complaints, via social media and email
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Completed routine store inventories.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Assistant Store Manager
Vodacom Woodmead
Johannesburg
02.2013 - 03.2018
- Make sure the staff adhere to standard and procedures
- Provide t the best service to meet performance targets by working as a team
- Answer the switchboard when all consultant are busy with clients and take messages, resolve queries and provide feedback
- Ensure merchandising displayed accordingly with Innovative products and correct pricing
- Contracts vetting, activations and log service requests with Trade partner
- Maintain good relationship with suppliers ,vendors, clients and Cellsure /Finrite insurance
- Monthly meetings with senior manager from head office and Business Unit
- Manage in-store promotions from suppliers and manufacturers
- Sales, upgrades, prepaid, insurance, contract targets must be reached
- Drive high class customer service to increase co. growth, revenues and markert shares through sales.
- Ensure that customers are attended to and served with pride
- Reach retention targets by giving clients discounts on deals and insurance discounts
- Manage complaints through social media platform, emails
- Recruitment of new staff, coaching and identify training need.
- Attend to clients’ queries and feedback within 24hrs turnaround times
- Rotated merchandise and displays to feature new products and promotions.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
Assistant Manager
Vodacomshop Westgate
09.2011 - 02.2013
- Ensure store targets are met
- Manage store operations, staff, and security
- Ensure the store internal communication is smooth and inform staff of new updates from H/O
- Approve stock orders, and trace stock with courier for delivery
- Weekly and monthly staff meetings
- Answer the switch board when all lines are busy and take messages
- Hire staff ,coach, train and identify training needs
- Ensure SLA is well maintained at 85%
- Ensure clients are treated Fairly with respect and dignity
- Manage all store complex complaints, i.e Insurance applications and claims, ,deals ,upgrades and new sales
- Approves returns, products exchange, and refunds when necessarily
- Process transfer of ownership, new applications
- Log or create service request and keep in touch with clients.
Senior Lead /Manager of Operations
MTN Morningside
Johannesburg
09.2008 - 06.2011
- Control store operating budget below or within &communicate revenue
- Submit monthly reports to Head of Operations Sales manager
- Managing a highly motivated teams in a flagship store
- Ensure employment equity are met
- Manage stock risk and loss control, manage transaction auditing
- Build and maintain professional business relationship with clients, stake holders, IT & other departments
- Submit quarterly, annually performance and appraisals & SLA
- Attend to complaints and compliments timely to aspire and deliver positive feedback
- Ensure team leaders are well equipped to assist clients and staff
- Achievement of sales targets set and focus on acquisition
- Process approve requisition from senior manager and MD s office
- Attend weekly and monthly meetings
- Ensure all targets such as upgrades, accessories, new contracts, insurance and prepaid are met through sales and customer service
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Devised processes to boost long-term business success and increase profit levels.
- Partnered with vendors and suppliers to effectively manage and budget.
Acting Team Leader
MTN, Morningside
Johannesburg
02.2000 - 06.2008
- Achieve monthly sales targets and guide staff to complete assigned duties
- Approve staff requisitions and process, ensure they are signed off by their senior managers
- Stock focus and do monthly stock take, daily stock count with stock controllers
- Ensure cash up counted and balances banked safety to be collected by Coin security
- Ensure that daily stock count is done and monthly stock taking
- Attend weekly and monthly management meeting and weekly meetings with the staff
- Handle in-store complaints , online and social media.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
Education
Diploma - Psychology
College Guilds of Graduates
Online UK 02.2020 - 12.2020
Certificate in Human Resources Management - Human Resources
Allenby Campus
Midrand 02.1999 - 11.1999
National Diploma -Public Administration - Administration
Cape Peninsula University of Technology
Western Cape 02.1991 - 03.1994
Skills
Self-motivated and team playerundefined
Additional Information
- 2
shopping , reading online books, cooking
I enjoy cooking and shopping online to save time
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Advisor Line Consultant
STANLIB- Standard Bank Group
01.2021 - 10.2022
Diploma - Psychology
College Guilds of Graduates
02.2020 - 12.2020
Retail Store Manager
Vodacom Rosebank
07.2018 - 03.2020
Assistant Store Manager
Vodacom Woodmead
02.2013 - 03.2018
Assistant Manager
Vodacomshop Westgate
09.2011 - 02.2013
Senior Lead /Manager of Operations
MTN Morningside
09.2008 - 06.2011
Acting Team Leader
MTN, Morningside
02.2000 - 06.2008
Certificate in Human Resources Management - Human Resources
Allenby Campus
02.1999 - 11.1999
National Diploma -Public Administration - Administration
Cape Peninsula University of Technology
02.1991 - 03.1994
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