Lwandile Madolo
Sales Store Manager, Call Centre Team Leader, Quality Coach, Customer Service Advisor
DURBAN
Summary
Experienced retail supervisor and team leader with a proven track record in customer service excellence, team management, and operational efficiency. Adept at resolving customer complaints, mentoring staff, and driving sales performance through strategic delegation and effective communication. Skilled in inventory control, cash management, and compliance with industry standards. Demonstrates strong problem-solving abilities, interpersonal skills, and proficiency in MS Office applications. Career focus includes fostering collaborative environments to enhance productivity while maintaining high standards of service quality.
Results-driven Retail Supervisor with proven expertise in inventory management and sales enablement. Handles routine operations efficiently and addresses problems proactively. Highly experienced in fast-paced retail work and skilled at coordinating both customer-facing and back-end functions.
Experienced with team leadership, customer relations, and retail operations management. Utilizes strategic planning to enhance store performance and optimize sales. Track record of fostering productive team environments and implementing effective inventory control measures.
Overview
15
15
years of professional experience
9
9
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Retail Supervisor
Cash Crusaders
04.2023 - 05.2025
- Handled customer complaints with professionalism, resolving issues promptly to maintain high levels of customer trust and loyalty.
- Acted as a key holder, responsible for opening and closing the store, ensuring security protocols are followed.
- Managed team of sales assistants, delegating tasks and setting daily sales targets to drive store performance.
- Mentored newly hired staff in upselling techniques, customer service and product expertise.
- Oversaw cash management, including till reconciliation and bank deposits, maintaining accurate financial records.
- Maintained high standards of cleanliness and organization throughout the store, creating a welcoming environment.
- Coordinated merchandising displays, signage and sales enablement.
- Trained and oriented associates to maximize team performance.
- Resolved conflicts among staff members professionally and fairly, maintaining a cohesive team dynamic.
- Trained new employees on store policies, procedures, and sales techniques to enhance their performance.
- Processed credit card and cash payments with accuracy.
- Taught staff how to handle difficult situations with calm and professionalism.
- Handled customer complaints with empathy and efficiency, resolving issues to maintain positive relationships.
- Monitored department for signs of theft and implemented corrective actions to prevent recurrence.
- Trained new staff on store policies, product knowledge, and customer service excellence.
- Delegated tasks to employees based upon individual strengths and experience.
- Coordinated with visual merchandisers to arrange displays attractively, ensuring products are showcased effectively to boost sales.
- Supervised sales assistants in merchandising goods, processing payments and resolving product-related issues to maintain store shopping standards.
- Supervised inventory control, conducted regular stock checks, and reordered merchandise to maintain optimal stock levels.
- Checked inventory system to locate items at other stores for enhanced customer experience.
- Monitored sales floor activity, offering assistance and expert advice to customers, thus improving shopping experience and customer satisfaction.
- Streamlined checkout processes, reducing wait times and improving overall customer experience.
- Compiled inventory and sales reports and tracked trends for strategic decision-making.
- Enhanced store appearance with regular maintenance, cleaning, and organization of merchandise areas.
- Supported inventory management tasks including ordering stock items and conducting physical inventory counts ensuring proper stock levels.
- Kept merchandise fresh by monitoring use of proper stock rotation procedures and setting up promotions to move out aging products.
- Interacted with multiple customers on a daily basis to resolve complex queries and escalation regarding previously bought products.
- Managed 10 Store Sales advisors.
Team Leader
Capita Customer Management
04.2018 - 03.2023
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Resolved complex customer enquiries, disputes, and complaints.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Monitored staff performance and developed improvement plans.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
- Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
- Delivered quality service with friendly and professional manner.
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
- Developed open and professional relationships with team members to facilitate effective issue resolution.
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
- Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.
- Assisted with team recruitment, interviewing and onboarding.
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
- Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.
- Conducted performance reviews, providing constructive feedback and personal development plans.
- Facilitated regular team meetings to discuss progress, obstacles, and brainstorm solutions.
- Led a team of 15, fostering a collaborative environment to boost productivity and morale.
- Resolved conflicts within the team amicably, maintaining harmony and collaboration.
- Supported employee morale and well-being by developing positive practices centered on career development and individual job satisfaction.
- Completed audits and risk assessments to achieve regulatory compliance.
- Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
- Adapted quickly to changing business priorities, demonstrating agility and leadership.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Call Centre Quality Analyst
Connect A Quote
02.2015 - 03.2018
- Created detailed reports on audit findings, providing actionable insights for continuous performance improvement.
- Analyzed call recordings to identify areas for improvement in communication skills and product knowledge.
- Reduced average handling time by coaching agents on effective communication techniques and problem-solving strategies.
- Monitored and evaluated call handling performance, offering feedback to enhance customer service quality.
- Recommended changes to call scripts and guidelines based on audit outcomes, improving customer engagement.
- Implemented improvements to call centre processes by monitoring customer reviews, evaluating phone scripts and assessing employee feedback.
- Conducted regular audits on customer interactions to maintain compliance with company standards and regulations.
- Reviewed customer satisfaction surveys to gauge service levels and pinpoint areas for enhancement.
- Led training sessions for call centre staff on best practices, aiming to boost overall service excellence.
- Evaluated recordings to recommend improvements to sales techniques, scripts and negotiation.
- Collaborated with management to develop quality assessment criteria for evaluating call centre operations.
- Managed telephone and switchboard operations for timely call handling.
- Kept team in compliance with office policies, safety processes and industry requirements.
- Improved overall customer satisfaction by providing constructive feedback to call center agents.
- Identified areas of improvement for agents through thorough analysis of recorded calls.
- Managed quality calls for over 50 advisors per day.
Call Centre Advisor
Capita
01.2013 - 01.2015
- Demonstrated courtesy, respect, and patience in dealing with customers to comply with company policies and procedures.
- Educated customers on how to use products or services by providing demonstrations and presentations.
- Evaluated issues and concerns to determine importance and urgency, prioritizing and escalating complaints to the manager.
- Used software, database scripts, and tools during phone calls to support positive communications.
- Practiced upsell and cross-sell promotions to gain leads and increase profits.
- Addressed customer queries to provide information regarding product specifications and uses.
- Informed customers of promotions and special offers to increase sales and revenue.
- Evaluated customer preferences and needs to establish productive and long-lasting relationships.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Processed documentation to record sales, warranties, and service programme sign-ups.
- Participated in ongoing training to broaden knowledge, acquire more skills, and improve performance.
- Registered customer information in the database to retain accurate records and enable tracking history.
- Navigated designated demographics to expand client network and cater to their needs.
- Streamlined call handling processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Handled 50+ calls per day, will observing total call handling time and after call and hold.
- Minimized after call and hold to increase customer satisfaction and call flow.
- Went the extra mile by resolving query on the first call to minimize repeat callers about the same query.
Supervisor
Wimpy
12.2009 - 11.2011
- Resolved customer complaints swiftly, turning negative experiences into positive outcomes.
- Maintained high standards of cleanliness and organization in the workplace.
- Gave clear staff instruction to achieve production output.
- Oversaw daily operations, ensuring compliance with health and safety regulations.
- Monitored worker behaviors and enforced standards for consistent safety protections.
- Fostered a positive working environment, encouraging teamwork and collaboration.
- Managed shift roster and holiday schedules, maintaining optimal staffing levels at all times.
- Organized staff meetings to discuss targets, celebrate achievements, and address concerns.
- Established positive relationships with guests and employees, creating positive, energetic environment.
- Worked closely with Restaurant Manager, chef and cooks to determine menu plans for special events or occasions.
- Maintained cleanliness and sanitation across food service, storage and preparation areas.
- Managed team of staff, delegating duties and scheduling shifts to optimize restaurant operations.
- Kept food storage and preparation equipment in good working order to maximise safety and cost-efficiency of operations.
- Championed 100% guest satisfaction by providing excellent dining experience.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Education
High School Diploma -
Westering High School
Port Elizabeth, South Africa 04.2001 - 11.2009
Skills
Sales development
Budgeting and financial management
Store operations
Cash handling oversight
Customer service management
References
REFEREES: Available on request.
Interests
- Health & Fitness (weightlifting, running, team sports) – shows discipline, commitment, and teamwork.
- Travel & Cultural Exchange – shows adaptability, open-mindedness, and people skills.
- Volunteering & Community Involvement .
- Technology & Innovation (AI tools, coding, digital marketing)
Languages
- English, Xhosa, Zulu
Additional Information
- Achievements , Vice Captain 1st Team Club Rugby
- Player of the Year club rugby
- NGO Director Abantu Wealth Creation
Certification
[C2] License Code 10
Interests
Playing Rugby
Gym Daily Exercise
Leadership Seminars
Foreign Currency News Events
Watching National Geographic
History
Weight Lifting
Weightlifting & Strength Training – committed to maintaining discipline, consistency, and personal fitness while building focus, resilience, and goal-setting skills.
Timeline
Retail Supervisor
Cash Crusaders
04.2023 - 05.2025
Team Leader
Capita Customer Management
04.2018 - 03.2023
[Yellow Belt] Lean Sigma certified
04-2018
Call Centre Quality Analyst
Connect A Quote
02.2015 - 03.2018
[C2] License Code 10
12-2014
Call Centre Advisor
Capita
01.2013 - 01.2015
Supervisor
Wimpy
12.2009 - 11.2011
[] Certified Matric Grade 12
11-2009
High School Diploma -
Westering High School
04.2001 - 11.2009
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