Khanyiswa Mapasa
Cape Town
Summary
Exceptional Operations Manager with over 6 years of experience. I'm focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Currently managing operations for a UK-based online shopping campaign at Sky-High Global, demonstrating a commitment to excellence in execution and innovation.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Campaign Operations Manager
SkyHigh Global
10.2024 - Current
- Lead the end-to-end operations of a UK-based online shopping campaign.
- Optimize campaign delivery, team productivity, and client alignment.
- Deliver executive reporting and insights to drive KPIs and campaign ROI.
- Coordinate between international stakeholders, marketing, and delivery teams.
- Remote
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and implemented strategies to maximize customer satisfaction.
- Trained and guided team members to maintain high productivity and performance metrics.
Senior Quality & Compliance Manager – Technical Support
Lightspeed ECommerce
07.2022 - 08.2024
- Directed QA programs and ensured regulatory compliance.
- Recorded, analyzed, and distributed statistical information.
- Implemented new quality assurance and customer service standards.
- Collaborated with cross-functional teams to develop and implement process and system improvements.
- Led calibration, reporting, and performance monitoring initiatives.
- Trained and developed teams to exceed CSAT and compliance targets.
- Monitored staff organization and suggested improvements to daily functionality.
- Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations.
Operations Team Manager – Customer Experience
Rite Direction
01.2022 - 07.2023
- Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Directed initiatives to improve work environment, company culture or overall business strategy.
Team Lead – Technical Support Operations
Amazon
07.2021 - 12.2021
- Oversaw Echo product support delivery through email/phone channels.
- Provided leadership during AWS launches; ensured communication flow.
- Analyzed root causes of issues and provided performance feedback loops.
- Remote
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Worked different stations to provide optimal coverage and meet production goals.
- Managed approximately 150 calls, emails from customers.
Customer Service Team Manager
Delivery.com
02.2019 - 03.2021
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Evaluated customer service staff performance and provided constructive feedback.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Established team priorities, maintained schedules and monitored performance.
- Managed senior-level personnel working in marketing and sales capacities.
Education
Bachelor of Business Administration -
Cape Peninsula University of Technology
Cape Town, South Africa01.2018
Skills
- Performance monitoring
- Operations monitoring
- Problem-solving
- KPI tracking
- Contract management
- Employee motivation
- Quality assurance controls
- Contract review and recommendations
- Staff management
- Customer relationship management
Websites
Certification
- Project Management Fundamentals
- Certified Quality Management Specialist
- Conflict Resolution & Communication
Timeline
Campaign Operations Manager
SkyHigh Global
10.2024 - Current
Senior Quality & Compliance Manager – Technical Support
Lightspeed ECommerce
07.2022 - 08.2024
Operations Team Manager – Customer Experience
Rite Direction
01.2022 - 07.2023
Team Lead – Technical Support Operations
Amazon
07.2021 - 12.2021
Customer Service Team Manager
Delivery.com
02.2019 - 03.2021
Bachelor of Business Administration -
Cape Peninsula University of Technology
Similar Profiles
Akshay ParmarAkshay Parmar
Senior Devops Engineer at Mcafee/Skyhigh Pvt. Ltd.Senior Devops Engineer at Mcafee/Skyhigh Pvt. Ltd.
Deepak DekaDeepak Deka
Partner Care Manager at Skyhigh SecurityPartner Care Manager at Skyhigh Security
Kevin NguyenKevin Nguyen
General Manager at Skyhigh Nails SpaGeneral Manager at Skyhigh Nails Spa
Wiedaad SamaaiWiedaad Samaai
Product Consultant at SamsungProduct Consultant at Samsung
Masonwabe SokoyiMasonwabe Sokoyi
Coordinator Financial Sector Coalition Campaign at NACoordinator Financial Sector Coalition Campaign at NA