Judith Nonjabulo Makhathini

Senior Operations Manager for USA clients within the Airline and Retail industries (JetBlue Airline and Belk retail). I lead a team of five Operations Managers and approximately 700 Agents. I was involved in the initial revamp project undertaken in Cape Town for CCI.

• Developed and executed comprehensive operational strategies to achieve key business objectives and drive organizational growth in Cape Town operations.
• Implemented process improvements that enhanced operational efficiency, reduced costs, and improved overall service quality within central fulfillment operations.
• Handled employee relations, including labor issues, turnover management, and diversity initiatives, promoting a positive and inclusive work environment.
• Spearheaded the implementation of advanced analytics to forecast demand and optimize inventory levels across multiple distribution centers.

Call Centre manager for our USA client on an Instacart account, which connects customers with shoppers who pick up and deliver groceries from local stores. My responsibility was to ensure we provide customer experience and satisfaction for our USA clients.

With an overall site FTE of 1100 and a team of 220 under my remit, I was involved in the initial revamp project from Durban that was undertaken in Cape Town.

• Proven ability to learn quickly and adapt to new situations
• Passionate about learning and committed to continual improvement
• Demonstrated creativity and resourcefulness through development of innovative solution
• Skilled at working independently and collaboratively in team environment
• Strengthened communication skills through regular interactions with others
• Self-motivated, with strong sense of personal responsibility
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution
• Gained extensive knowledge in data entry, analysis and reporting
• Gained strong leadership skills by managing projects from start to finish

Operations Manager at Vodacom, Africa’s leading telecommunications provider, responsible for managing business lines and the private client portfolio. Primary point of contact for all service and operations-related inquiries for the “Red Line” client base, I was entrusted with the responsibility of ensuring exceptional customer experience and satisfaction, while simultaneously managing eight Team Leaders under my direct supervision.

• Proactively engaging with clients to build and maintain strong business relationships.
• Implementing process improvements to enhance efficiency and reduce operational bottlenecks.
• Protecting and promoting the Vodacom brand through ensuring proper branding and facility maintenance.
• Increased profit by streamlining operations.
• Conducting trend analysis to identify opportunities for improving service and performance.
• Implemented process improvements that enhanced operational efficiency, reduced costs, and increased overall service quality.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Facilitated smooth collaboration between departments through clear communication channels.

Team Leader at Vodacom, South Africa’s leading telecommunications provider, overseeing a team of 15 FTE’s. Responsible for providing customer support and assistance to agents representing prepaid clients, ensuring compliance with key performance indicators (KPIs).

• Act as a point of contact between the team and senior management
• Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
• Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
• Collaborate with other teams to resolve customer concerns and improve processes
• Ensuring that information is communicated in timely and accurate manner to all team members, for success of client's agreement
• Handle complex customer queries and escalations
• Maintain and improve customer service levels
• Generate reports on team performance and senior management Contributing fully to development of operation through proactive hands-on approach
• Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.

During my tenure as an au pair in the United States, I cared for Makuala, an eight-month-old infant girl. In addition to my childcare responsibilities, I also contributed to household tasks to support the mother’s well-being.

• Encouraged curiosity, exploration and problem-solving with age-appropriate playtime activities.
• Organized activities that developed the child's physical, emotional and social growth.
• Recognized the need for positive behavior and implemented strategies to encourage before the child can ask.
• Promoted healthy habits by encouraging regular exercise, outdoor play, and nutritious meals.

Team Leader for the growth of a UK Partner in South Africa. Managing 28 FTE’s. Primary responsibilities included overseeing daily operations, delegating tasks effectively, monitoring performance, ensuring customer satisfaction.

• Motivate, guide, and support the team to achieve objectives and high standards.
• Delegate tasks and monitor progress to ensure work is completed correctly and on time.
• Resolve conflicts and address issues that arise within the team
• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures
• Handle complex customer queries and escalations
• Maintain and improve customer service levels
• Generate reports on team performance and senior management

Team Leader at South African Airways (SAA) South African Airways, a globally recognized airline, overseeing a team of 30 FTE’s, transitioned from the reservations department to the private clients, responsible for managing business clients reservations and providing comprehensive guidance to the team. I was responsible for providing customer support and assistance and compliance with key performance indicators (KPIs) and foster a positive work environment.

• Led employee relations through effective communication, coaching, training, and development.
• Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
• Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
• Enhanced team productivity by implementing efficient task delegation and time management strategies.