Khangelani Khathi
Operations Manager
Durban,KwaZulu Natal
Summary
Seasoned Operations Manager and talented leader with 5+ years in contact centres applying exceptional planning and problem-solving abilities toward enhancing operational efficiency and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing customer satisfaction. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
6
6
years of professional experience
Work History
Operations Manager
CapabilityBPO
12.2020 - Current
- Introduced new methods, practices, and systems to improve customer satisfaction.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Team Leader
CapabilityBPO
12.2019 - 11.2020
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- 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.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Customer Service Representative
CCI South Africa
02.2018 - 11.2019
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
Sales Representative
Ignition Contact Centre
11.2017 - 01.2018
- Assisted call-in customers with questions and orders.
- Described product highlights and benefits to help guide purchasing decisions.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
Education
Marketing Managemetn Diploma - Marketing Management
Umlazi TVET College
Kwazulu Natal 04.2001 -
Skills
Data Analysis
Organizational Management
Production
Process Improvement
Performance Monitoring
Performance Reporting
Customer Service
Planning and Implementation
Conflict Mediation
Project Planning and Development
Process Flows
Client Relationships
Team Leadership
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Operations Manager
CapabilityBPO
12.2020 - Current
Team Leader
CapabilityBPO
12.2019 - 11.2020
Customer Service Representative
CCI South Africa
02.2018 - 11.2019
Sales Representative
Ignition Contact Centre
11.2017 - 01.2018
Marketing Managemetn Diploma - Marketing Management
Umlazi TVET College
04.2001 -