LAWRENCE LINDA NYATHI
Business Unit Head
Randburg
Summary
Results-driven Business Unit Head with over 14 years of expertise in customer experience management and operations. Proven track record in enhancing customer satisfaction and driving sales growth. Skilled in managing large client accounts and collaborating with cross-functional teams to achieve business objectives. Committed to delivering high-quality outcomes and fostering a quality-focused team culture. Thrives on building client trust and consistently meeting financial targets.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
Work History
Business Unit Head
PLP SA
Randburg
12.2020 - 10.2023
- Oversaw the overall management of PLP's largest client in South Africa
- Worked closely with key departments including Finance, Marketing, Sales, QA, Retentions, and Legal to manage client relationships and customer experience
- Boosted sales by 25.2%, increased retention rate to 40.48% from 30.80%, and improved customer engagement by 5.8%
- Developed and executed demand-generating campaigns in collaboration with marketing and stakeholders
- Led the Customer Experience team to achieve targets and enhance customer satisfaction within SLA
- Managed budgets to ensure business unit efficiency and profitability.
- Collaborated closely with senior executives on corporate strategy development, aligning business unit objectives with overall company vision and mission.
- Established clear performance metrics for team members that aligned with overarching company goals.
- Streamlined operations for efficiency and cost reduction, leading to increased profitability.
- Drove continuous improvement within the organization by identifying opportunities for process optimization or technological enhancements consistently.
- Negotiated advantageous contracts with vendors, suppliers, and partners to support business growth while maintaining cost control measures.
Operations Manager
PLP SA
Remote
07.2019 - 12.2020
- Managed two Operation Managers in Mauritius and Namibia, each overseeing 25+ agents in Inbound Customer Service, BPO, and Employee Engagement
- Developed resource planning and scheduling strategies
- Led workforce planning for new and ongoing projects
- Ensured Operations Managers met KPIs and SLAs
- Implemented a staff reward and recognition program
- Oversaw recruitment and retention of Managers, Team Leaders, and Consultants
- Conducted trend analysis and generated detailed operational reports
- Supervised a centralized Quality Assurance team.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Customer Experience Specialist (Hey Jude Department)
PLP SA
Randburg
02.2016 - 12.2020
- Managed quality customer experience and improved consistency and quality of customer interactions
- Identified agent training needs and managed workflow and supplier chain management
- Built supplier database and secured preferential agreements with suppliers
- Trained new and current employees on systems, products, and service offerings.
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Provided personalized service, anticipating customer needs and offering tailored solutions.
- Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Created a knowledge base for staff members that provided quick access to important company information, frequently asked questions, and troubleshooting guides; this resource served as an invaluable tool in helping employees quickly resolve customer queries.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Developed training materials to educate staff on best practices for providing exceptional customer service.
Quality Assurance Manager
PLP SA
Randburg
02.2012 - 07.2015
- Measured agent adherence to internal policies and procedures
- Improved consistency and quality of customer interactions
- Enhanced agent performance and identified training needs
- Improved customer experience through coaching and motivation, including disciplinary hearings if necessary
- Ensured QA facilitators completed all necessary QA per agent weekly
- Generated weekly and monthly reports per department per agent (Inbound and Outbound)
- Performed root cause analysis to identify and resolve quality issues.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
- Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
- Mentored junior staff members in best practices for quality management, contributing to overall team growth and development.
Education
NQF Level 5 National Certificate: General Management -
Siyanqoba Academy
Johannesburg, South Africa 01.2023 - 12.2023
NQF Level 2 Contact Centre -
Institute of Performance Technology
Johannesburg, South Africa 01.2008 - 07.2008
GRADE 12 -
MH Joosub Technical Secondary
01.2001 - 12.2001
Skills
Customer Experience Management
Strategic Planning and Execution
Communication and Presentation
Microsoft Office Proficiency (Word, Excel & PowerPoint)
Operations Management
Data Analysis (Quantitative & Qualitative)
Leadership and Team Management
Interpersonal Skills
Cross-functional Team Coordination
Staff Training and Development
Key Performance Indicators
Websites
Leadership Awards
- 2022/2023 PLP Pension Fund Management Committee
- Manager of the Month | February 2021
- Manager of the Year | November 2019
Timeline
NQF Level 5 National Certificate: General Management -
Siyanqoba Academy
01.2023 - 12.2023
Business Unit Head
PLP SA
12.2020 - 10.2023
Operations Manager
PLP SA
07.2019 - 12.2020
Customer Experience Specialist (Hey Jude Department)
PLP SA
02.2016 - 12.2020
Quality Assurance Manager
PLP SA
02.2012 - 07.2015
NQF Level 2 Contact Centre -
Institute of Performance Technology
01.2008 - 07.2008
GRADE 12 -
MH Joosub Technical Secondary
01.2001 - 12.2001