Martina Fezile Ngcobo

• Entrepreneur who two start-ups in 2023, namely Mad Gold Trading (PTY) LTD and Mad Gold Kidz Events & Hire (PTY) LTD. Gained hands-on experience in event management and informal trading while conducting extensive market research. Transformed insights into scalable, child- and family-focused solutions, with a vision for sustainable growth and community impact.
• Enhanced customer satisfaction, providing exceptional service and promptly addressing inquiries and concerns.
• Fostered culture of innovation, leading to development of groundbreaking products that captured new market segments.
• Negotiated partnerships with suppliers to reduce costs, enhancing profitability with strategic sourcing.
• Solidified company's competitive position, conducting comprehensive market analysis and adjusting strategies accordingly.
• Established and maintained strong relationships with customers, vendors and strategic partners.
• Directed technological improvements, reducing waste and business bottlenecks.
• Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
• Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.

• Sat as an employee representative for King Shaka International Airport on the organization's National Committee for Employment Equity, Training, and Development to ensure the following:
• Training – Ensured employees received statutory training, and delivered, as well as oversaw, training for individuals or groups at an airport level.
• Consultation – Participated in local and national committee meetings to discuss Employment Equity, Training, and Development matters, and ensured relevant information was disclosed.
• Development – Developed strategies to promote a more diverse and inclusive workplace.
• Recruitment – Established recruitment objectives and developed recruitment strategies to attract diverse candidates.
• Provided support during organizational changes, ensuring smooth transitions for all affected employees.
• Identified areas for improvement within the organization, presenting solutions for consideration by leadership.
• Implemented regular feedback loops for employees, ensuring their voices were heard and incorporated into decision-making processes.

• People management – Analysed trends in passenger interface at all touchpoints, rostered posts, conflict management, and took disciplinary action where necessary through the enforcement or discretion of company standard operational procedures and policies.
• System Management – Analysed data provided by CISCO and Web Recall on calls handled within the department, and the quality thereof.
• People Management – Managed daily staffing levels to meet operational needs.
• Customer Service – Was the first point of contact, and acted as an ambassador for KSIA and ACSA. This included the handling, resolving, and escalation of passenger complaints, as well as following up on queries.
• Customer Service – Attended to passenger complaints and requests received in the airport terminal building, including passenger medical emergencies.
• Communication – Compiled daily, weekly, and monthly reports based on department operations, and attended airport management meetings to present reports on behalf of the department.
• 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.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Customer Intelligence & Experience – Analysed trends from daily, weekly, and monthly trending from the various contact points (call center, information counters, hand baggage, InfoGate, and floor posts) to improve passenger reach and experience. This included compiling monthly and quarterly reports on trends for submission to Passenger Services and Airport Management.
• Environment – Facilitated events, and the management of projects within or affecting the Passenger Services environment. This included traveling to other airports and contributing to projects prior to implementation or commencement.

• System Management – Analysed data provided by Cisco on calls handled.
• People Management – Analysing the trends of passenger interface at all touchpoints and rostered posts.
• People Management – Conducted monthly team assessments for quality assurance via Web Recall (call center), and physical assessments at the Information Counter.
• Customer Service – Was the first point of contact, and acted as an ambassador for the airport and ACSA, the airport authorty.
• Customer Intelligence & Experience – Analysed trends from daily / weekly / monthly trending from the various contact points (Call Centre, Information Counters, Hand Baggage & Floor / airport terminal) to improve on the passenger experience.
• Personal Development Planning – Participated in people development initiatives, such as performance management, succession planning, and talent management, to ensure team performance meets required standards.
• Stakeholder Relationship Management – Built, supported, and maintained healthy, diverse internal and external relationships.
• Airport Service Quality Management – Constantly monitored factors that negatively & positively affected the passenger experience and found solutions on how to improve and meet set standards.
• Business Solutions – Ensured compliance & adherence to departmental SOP's and company policies & procedures.
• Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
• Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
• Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
• Managed diverse team, promoting inclusive work environment that leveraged individual strengths.

• Provided accurate flight information to the public and passengers.
• Provided information on products and services to all stakeholders / customers according to set service standards.
• Whenever necessary, communicated information with a high level of sensitivity and diplomacy.
• Proactively identified, resolved and escalated customer queries as and when required.
• Attended to customer queries at the airport information counter.
• Made clear, audible announcements over the PA system.
• Performed administrative functions within the department.
• Participated in departmental projects and initiatives.
• Liaised with and provided support to relevant stakeholders to ensure achievement of objectives.
• Built, supported, and maintained healthy, diverse internal and external relationships to ensure the achievement of organizational goals.
• Captured all passenger and client queries for trending purposes.
• Identified and escalated any system-related errors.
• Escalated repeated operational non-compliance.
• Attended to medical incidents that occurred in the airport terminal involving all clients, passengers, or any persons.
• Met with and facilitated special guests, delegates and executive board members upon arrival & departure through the airport's VIP facilitation programme.

• Drove direct sales of mobile network service provider Telkom Mobile products and services.
• Conducted mobile consultations to identify customer needs, and provide tailored solutions.
• Executed merchandising and promotional activities to increase brand visibility and product uptake.
• Handled and resolved customer questions, with escalation where necessary, to ensure service excellence.
• Processed customer orders and contracts accurately, using relevant internal systems.
• Performed data capturing, reporting, and feedback to support sales and operational efficiency.

• Delivered exceptional customer service through personalized style consultations and fashion advice.
• Assisted customers with product selection and sales transactions, consistently meeting sales targets.
• Handled cashier responsibilities, including payment processing, daily banking, and administrative tasks.
• Maintained accurate stock management, including inventory counts, and replenishment.
• Executed effective merchandising strategies to maximize product visibility, and drive sales.
• Ensured store housekeeping and visual presentation met brand standards.

• Delivered exceptional customer service and professional sales assistance to maximize customer satisfaction and loyalty.
• Provided personalized beauty and style consultations, recommending products tailored to client preferences and needs.
• Utilized upselling and cross-selling techniques to boost sales revenue, and achieve individual and store targets.
• Executed effective merchandising and promotional displays to enhance product visibility and support marketing campaigns.
• Conducted accurate stock counts, inventory management, and replenishment to maintain optimal product availability.
• Operated POS systems to process transactions efficiently, ensuring accuracy in sales, and cash handling.
• Supported product launches and in-store promotions, driving brand awareness, and customer engagement.
• Ensured store housekeeping, visual presentation, and compliance with brand standards.

• Acted as the designated Safety Standby to ensure compliance with PetroSA’s safety standards and procedures.
• Managed and authorized work permits and associated documentation for welding and boiler-making operations.
• Oversaw work authorization documents, ensuring accurate completion, approval, and safe-keeping.
• Enforced strict safety regulations, including the mandatory use of personal protective equipment (PPE).
• Reported and documented incidents, hazards, and near misses, supporting continuous safety improvements.
• Provided basic first aid and supported fire and emergency response procedures when required.
• Performed gas testing and monitoring to maintain safe working conditions.
• Applied lockout/tagout procedures for electrical equipment to prevent accidental energization.
• Ensured that fuel sources and hazardous energy were effectively isolated and controlled.
• Promoted and maintained strict housekeeping standards to minimize workplace risks.

Subjects passed with distinction:

• IsiZulu First Additional Language
• Life Sciences
• Dramatic Arts

From 2025 (In progress)

Modules passed with distinction:

• Business Management 1A
• Introduction to Statistics
• Safety Management III