GCINEKILE MONDLANA

• Optimising operational efficiencies by streamlining workflows, supporting project management, and driving stakeholder engagement across BLD and service providers.
• Managing and maintaining product offerings in internal systems, including creation, upkeep, and decommissioning of items.
• Collaborating with product development, sales, operations, and cross-functional teams to influence product execution strategy, prioritise change requests, and support commercialisation.
• Planning, guiding, and managing day-to-day operational activities for products, services, and solutions, ensuring alignment with business and route-to-market strategies.
• Providing operational support services, acting as first-line supervisor in transactional areas, and resolving product/service queries.
• Collecting and analysing product data to identify trends and insights that inform decision-making and drive continuous improvement.
• Supporting stakeholder communications, managing customer expectations, and building strong partnerships with subsidiaries and internal support departments (Marketing, Finance, Sales).
• Driving team KPIs and contributing to a culture of continuous improvement across the business.

Loadings, Finance & Debtors Management

• Investigated and resolved unallocated receipts, unknown deposits, and incorrect banking transactions daily.
• Monitored SLA performance, managed stats, and ensured accurate clearing of queries within deadlines.
• Captured and maintained customer data, applied correct pricing, activated products, and configured trading devices.
• Processed installations, device swaps, contract capturing, and group closures with accuracy.
• Ensured correct billing, audit compliance, and transaction accuracy across multiple systems.
• Processed customer refunds, ensuring accuracy and timely resolution.

Financial Controls & Risk Management

• Standardized and improved manual processes to enhance efficiency.
• Monitored outputs against credit policy, identifying risks and implementing mitigating controls.
• Enforced adherence to financial processes and controls set by management.

• Optimize sales service models by evaluating and refining territory and sales planning.
• Develop and implement optimized sales call plans to maximize efficiency and trade time.
• Manage sales force resourcing systems and maintain sales hierarchy master data.
• Provide data-driven insights on sales performance, merchandising, and territory optimization.
• Streamline processes to reduce inefficiencies, errors, and duplication across regions.
• Support the rollout of digital onboarding and ensure accurate user adoption.
• Oversee resource utilization, risk management, and asset control.
• Maintain governance over routing, scheduling, and sales hierarchy data for accuracy and cost savings.
• Lead and mentor a high-performing team, driving accountability and results.

• Conducted 5-10 quality assessments per Team Leader/Customer Service Rep monthly.
• Provided feedback within 24 hours of assessments and escalated disciplinary actions as needed.
• Submitted regular reports and participated in monthly meetings to track performance.
• Identified process improvements and collaborated with Continuous Improvement teams.
• Managed projects from a Customer Interaction Center (CIC) perspective, ensuring QA best practices.
• Monitored and addressed training gaps to enhance first-call resolution and service efficiency.
• Strengthened client relationships by improving query resolution turnaround time.
• Assisted Workforce Management in scheduling to optimize operational efficiency.

• Handled inbound customer interactions across phone, email, and social media within service level agreements.
• Provided first-line support, resolving queries efficiently or escalating when needed.
• Maintained accurate customer records in CRM and ensured precise data entry for logging tickets.
• Assisted back-office teams by supplying necessary information for swift query resolution.
• Met service level targets, attended training, and stayed updated on system and process changes.
• Delivered excellent customer service, reducing complaints and ensuring professionalism in all interactions.

• Sold products and services to prospective customers using strong sales arguments.
• Built and maintained positive business relationships to ensure repeat sales.
• Conducted cost-benefit and needs analysis for existing and potential customers.
• Reached out to leads through cold calling to generate sales opportunities.
• Resolved customer issues promptly to maximize satisfaction.
• Consistently achieved sales targets and collaborated with team members and departments.