Hi, I’m
Duduzile Memory Mazibuko
Service Delivery Manager,Project Manager,Call Centre Manager,Operations Manager, IT Service Manager
Randburg,Gauteng
Summary
Service Delivery Management
Customer Retention
Strategies
Omni-Channel Management Call Center Management
Process Optimizationt
Data & Performance
Analysis
Quality Assurance
Omni-Channel Strategy DevelopmentProject Management
Continual Service Improvement
Service Level Management
Customer Experience Management
Campaign Management
Team Leadership
Cross-Functional Collaboration
Overview
9
years of professional experience
Work History
Zoom FibreRivonia
Experienced Service Delivery Manager
Job overview
- Lead service delivery operations, ensuring that KPIs are consistently met and exceeded
- Implemented process improvements that enhanced operational efficiency by 30%
- Managed cross-functional teams to streamline service delivery across multiple channels
- Developed and maintained strong client relationships, resulting in a 15% increase in customer satisfaction
- Directed the integration of omni-channel strategies to improve customer engagement
- Optimized call center operations, reducing average handling time by 10%
- Led cross-functional teams to ensure unified service delivery and efficient marketing efforts
- Utilized data analytics to create targeted marketing campaigns, enhancing customer interactions
- Developed and implemented QA strategies, reducing Churn by 35%
- Led QA teams to ensure compliance with industry standards and continuous improvement
- Analyzed performance metrics to drive quality enhancements and reduce risk., 8+ years of expertise in telecommunications sales, operations, and omni-channel management
- Proficient in elevating customer satisfaction and operational efficiency through strategic planning and execution
- Adept at overseeing cross-functional teams and streamlining service delivery across diverse channels, fostering business expansion, and enhancing customer interaction
- Seeking opportunities to leverage my skills within an innovative organization dedicated to providing exceptional telecommunications services.
ZoomRivonia, Bryanston
SERVICE DELIVERY MANAGER, OMNI-CHANNEL MANAGER, QUALITY ASSURANCE MANAGER
01.2023 - Current
Job overview
- Managed national call centre operations, driving revenue growth by 20%
- Developed and executed sales strategies that reduced customer churn by 12%
- Led high-performing teams to optimize call center performance and align with business goals
- Conducted data analysis to improve customer satisfaction and operational
VumatelBryanston
NATIONAL CALL CENTRE MANAGER
01.2016 - 01.2021
Education
ITIL 4 Foundation
July 2024
University Overview
Service management concepts, Service value system, Four dimensions of service
management, Guiding principles, Service Value Chain, ITIL practices, Continuous improvement,
Service Level Agreements, Key metrics and performance indicators.
Project Management Level 4
Ekurhuleni East College
NSC from Business Administration and Management
Dec 2021
University Overview
Project Risk Management and Stakeholder Management, Fundamentals of Project
Management, Project Scope & Time Management, Project Schedule, Cost & Budget Control, Project
Monitoring and Evaluation.
from Business Management
Dec 2007
University Overview
and Entrepreneurship, Business English, Economic &
Legal Environment, Office Practice
Skills
- Project Planning
- Operational Efficiency
- Client Needs Assessment
- Operations Support
- Active Listening and Communication
- Customer Retention Strategies
- IT Service Management
- Cross functional collaboration
- Campaign Managemet
Certification
- Itil Foundation License - July 2024
- Project Management Higher Certificate - 2021
Timeline
SERVICE DELIVERY MANAGER, OMNI-CHANNEL MANAGER, QUALITY ASSURANCE MANAGER
Zoom
01.2023 - Current
NATIONAL CALL CENTRE MANAGER
Vumatel
01.2016 - 01.2021
Experienced Service Delivery Manager
Zoom Fibre
ITIL 4 Foundation
Ekurhuleni East College
NSC from Business Administration and Management
from Business Management
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