Matshiliso Hlehlisi
Supervisor
Centurion,GP
Summary
I am an assertive and resilience person, who adapt to any environment, can work well under pressure. I do believe in teamwork and at the same time, I can work independently. I am deadline driven person. I do also aim to seek new and explore new ideas in the business arena
To achieve the highest of excellence with regards to all deliverable that is required in my professional and personal capacity by show casing the highest levels of professionalism, dedication ambition and integrity.
Personal development is also an important part of my route map in achieving my life goals. Through development one places oneself in a position where I am capable and willing to face any challenges in life and professional career
Overview
21
21
years of professional experience
Work History
Customer Service Supervisor
InterDot Solutions
12.2024 - 04.2026
- Daily management of customer service outlet to ensure availability and quality customer services to road users. Compiling Weekly and Monthly reports for Area Manager. Comply with the KPI as per our contractual obligations. Making sure that the processes, policy and procedures are adhering to. Do quality assessments in terms of performance and KPI.
- Training and performance coaching of personnel to ensure systems process and product knowledge are in place to achieve contractual KPIs. (Package: CRM – Customer Relationship Management)
- Making sure that the operators reconcile the financial transaction correctly at the end of shift.
- Ensuring all data has been captured correctly on CRM (validation of data)
- Handling of customers complains and resolved them. (claims and complains)
- Responsible for stock (ensure stock level is within company’s threshold policy)
- Ensuring that company’s KPI are adhere to.
- Housekeeping (important element of starting our day till the COB)
- Responsible of cash handling i.e.: float, incoming cash & cards payments
- Reconciliation of cash and cards, ensuring that are in line with CRM end of shift.
- Ensuring that the daily reports are done and send to RM
- Streamlined administrative processes to enhance efficiency and reduce errors.
- Deliver & provide a high standard of service to Road Users
- Handling challenging customer interactions with confidence and Professionalism
- Maintain of Customer Database
- Respond promptly to Customer inquiries
- 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 with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- 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.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Coached employees through day-to-day work and complex problems.
- 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.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- 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.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
Customer Service Supervisor
Kaptch Trafficom (E-Toll)
01.2012 - 10.2025
- Daily management of customer service outlet to ensure availability and quality customer services to road users. Compiling Weekly and Monthly reports for Area Manager. Comply with the KPI as per our contractual obligations. Making sure that the processes, policy and procedures are adhering to. Do quality assessments in terms of performance and KPI.
- Training and performance coaching of personnel to ensure systems process and product knowledge are in place to achieve contractual KPIs. (Package: CRM – Customer Relationship Management)
- Making sure that the operators reconcile the financial transaction correctly at the end of shift.
- Ensuring all data has been captured correctly on CRM (validation of data)
- Handling of customers complains and resolved them. (claims and complains)
- Responsible for stock (ensure stock level is within company’s threshold policy)
- Ensuring that company’s KPI are adhere to.
- Housekeeping (important element of starting our day till the COB)
- Responsible of cash handling i.e.: float, incoming cash & cards payments
- Reconciliation of cash and cards, ensuring that are in line with CRM end of shift.
- Ensuring that the daily reports are done and send to RM
- Streamlined administrative processes to enhance efficiency and reduce errors.
- Deliver & provide a high standard of service to Road Users
- Handling challenging customer interactions with confidence and Professionalism
- Maintain of Customer Database
- Respond promptly to Customer inquiries
Store Manager
OK Furniture
01.2007 - 01.2011
- Managing of the daily operational of the store. Planning daily activities with the staff. Meeting with sales people and also assisting them with the resources that they can use to reach their sales target. Monitoring of the stock delivery to the customer.
- Monitor sales on daily basis & ensure that our store achieve the monthly targets
- To ensure that sales team achieve budgeted
- Ensure all promotional & advertised goods are displayed accordingly
- Effective control of stock room & communicating to suppliers regarding stock
- Ensuring that Shrinkage & markdown are contained within budgeted limits
- Adhere to standards of display
- In conjunction with the buyer ensure all staff is trained in terms of product knowledge
- Creating and managing staff schedule to ensure adequate coverage of daily operation
- Handling customers complain and ensuring that their queiries are solved
- Adhre to strict Compliance with cash handling policies
- Ensuring accurate reconciliation of finance transaction at the end of COD
Store Manager
Best Electric (Lewis Furniture)
01.2005 - 01.2007
- Ensuring of the daily operational of the store, that includes managing of staff. Planning and executing of how to achieve the store daily sales and monthly sales target. Planning of stock (receiving from the supplier or warehouse. and delivering of stock to the customer), reduction of debtors in store together with the team.
- Managing staff (9 subordinates)
- Maintained statistical and finance record
- Debtors control & Bad Debts written off
- Monitoring monthly targets and driving sales journals
- Control petty cash expenses and Admin
- Dealt with customer queries and complaints
- Insurance claim
- Training subordinates
- Prepared promotional material and displays
Education
Matric Certificate -
Sefika High School
Certificate - Bookkeeping, Pratical Account, Fundamentals of project management
Damelin College
Bcom - Retail management
Mancosa Collage
01-2025
Skills
Problem-solving
Customer relations
Adaptability and flexibility
Team building and leadership
Accomplishments
- Further development course (Lewis Furniture) 2006-2007 Management Course
- Development Course (OK Furniture) 2008-2009 HR Course
Timeline
Customer Service Supervisor
InterDot Solutions
12.2024 - 04.2026
Customer Service Supervisor
Kaptch Trafficom (E-Toll)
01.2012 - 10.2025
Store Manager
OK Furniture
01.2007 - 01.2011
Store Manager
Best Electric (Lewis Furniture)
01.2005 - 01.2007
Matric Certificate -
Sefika High School
Certificate - Bookkeeping, Pratical Account, Fundamentals of project management
Damelin College
Bcom - Retail management
Mancosa Collage