Lebogang Ephodia Khumalo

Work History

Corners Of Vintage Trading Enterprise

02.2020 - Current

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.
Led hiring, onboarding and training of new hires to fulfill business requirements.
Developed and implemented strategies to maximize customer satisfaction.
Facilitated smooth collaboration between departments through clear communication channels.
Increased profit by streamlining operations.
Developed strong relationships with vendors, resulting in better pricing and improved service quality.
Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

S.A Express Airways

03.2014 - 07.2019

Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Coached team members to deliver hospitable, professional service while adhering to set service models.
Managed escalated calls/emails with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
Created, prepared, and delivered reports to various departments.
Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
Enhanced team productivity through regular coaching, feedback, and performance evaluations.
Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
Created customer support strategies to increase customer retention.
Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.