Mbali Madikane
Summary
Strategic Operations Manager with solid expertise in streamlining processes and driving operational efficiency. Proven track record in optimising resources, managing cross-functional teams, and implementing innovative solutions to improve productivity. Adept at fostering strong relationships with stakeholders and spearheading projects that align with organisational goals. Committed to delivering impactful results and enhancing overall business performance. Results-focused and proactive in planning day-to-day operations and solving service issues. Offers advanced abilities in tackling issues impacting team and business success. Excels at managing team and personal time to consistently exceed expectations.
Overview
25
25
years of professional experience
Work History
Operations Manager
Triple Two Trading Enterprise
05.2011 - Current
- Monitored staff performance and developed improvement plans.
- Directed staff recruitment and training, building a highly skilled and motivated operations team.
- Recruited and hired staff for organisational vacancies and enforced consistent policies across workforce.
- Oversaw quality control processes, maintaining high standards for all products and services.
- Advised senior management on facilities needs and delivered ongoing operational support.
- Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
- Managed budgets and financial planning, achieving cost savings without compromising on quality.
- Facilitated continuous improvement initiatives, encouraging innovation and excellence in operations.
- Managed organisational resources to meet administrative and operational needs whilst adhering to budgetary guidelines and meeting quality and schedule demands.
- Set up business contracts, obtained signatures and processed paperwork.
- Prepared statements detailing operational detail and key performance indicators.
Junior Brand Manager
Durban Tourism(Ethekwini Municipality)
03.2009 - 02.2011
- Assisting the 2010 World Cup Marketing Team with all branding materials.
- Helped teams reach ambitious sales objectives with multi-channel marketing campaigns.
- Created customer awareness of goods, services and special promotions with creative advertising strategies.
- Enhanced target market reach through tactical social media advertising.
- Used data to build strategies for targeting specific markets and consumer demographics.
- Evaluated market research outcomes for improved advertising strategy.
- Identified market gaps for new and updated products and services.
- Developed research strategies to assess market demand for new offerings.
- Collated consumer data for product preference analysis and campaign optimisation.
- Liaised with stakeholders to identify key sales objectives and devise strategies to achieve goals.
- Coordinated television and radio campaigns from conceptual brainstorms to post-broadcast analysis.
Director
Triple Two Trading Enterprise
02.2008 - 01.2009
- Developed and supervised staff by providing orientation, training, support and direction.
- Led team by example to align objectives with overall organisational strategy.
- Managed client relationships to boost retention and maximise revenue.
- Managed annual budgeting and financial planning processes, optimising resource allocation and cost control.
Customer Service Agent
South African Airways
Durban Internation Airport, KwaZulu Natal (South Africa)
01.2001 - 12.2007
- Assisting passengers with ticket sales, bookings, and flight changes.
- Support during disruptions (flight delays).
- Handle confidential information responsibly.
- Work closely with airport teams.
- Handling VIPs and passengers who need assistance.
- Resolved customer queries over phone and by email.
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
- Built meaningful connections with customers to promote customer loyalty.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Implemented conflict resolution strategies to handle dissatisfied customers, turning negative experiences into positive outcomes.
Education
Higher National Diploma - Tourism
Damelin College
Durban, KZN01-2000
Skills
- Performance monitoring
- Team building
- Employee training
- Operational support
- Budget management
- Project management
- Quality control
- Leadership development
- Outstanding customer service
- Administrative procedures
- Negotiation
- Logistics coordination
- Contract management
- Invoicing
- Project oversight
- Business intelligence tools
- Supply chain coordination
- Positive attitude
- Customer service excellence
- Customer Service
Languages
English
First Language
Timeline
Operations Manager
Triple Two Trading Enterprise
05.2011 - Current
Junior Brand Manager
Durban Tourism(Ethekwini Municipality)
03.2009 - 02.2011
Director
Triple Two Trading Enterprise
02.2008 - 01.2009
Customer Service Agent
South African Airways
01.2001 - 12.2007
Higher National Diploma - Tourism
Damelin College