Mbuso Ian Reilly Ntshingila
Customer Operational Manager
Centurion
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Successful Customer Operational Manager 20 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Results-drive Customer Operational Manager offering proven history of achievement during 6-year career. Talented leader with analytical problem-solving and strategic planning expertise. Solid background of consistently addressing customer issues, delivering industry-leading service and implementing scalable approaches.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
20
20
years of professional experience
2
2
Languages
Work History
Operations Customer Service Manager
Vodacom South Africa
08.2017 - 04.2024
- Evaluated employee performance on an ongoing basis providing constructive feedback and implementing personalized development plans that strengthened the team''s capabilities.
- Partnered with IT departments to develop custom software solutions that streamlined internal processes related to order management and fulfillment tracking systems.
- Revamped outdated company policies on customer interaction, leading to increased brand loyalty and repeat business.
- Implemented quality assurance measures to ensure consistent delivery of top-notch customer support services.
- Introduced innovative tools and technologies to enhance the overall customer experience while increasing employee productivity levels.
- Coordinated cross-functional teams to resolve complex customer issues, resulting in improved client retention rates.
- Reduced response times for customer inquiries by creating efficient workflows and prioritizing tasks.
- Managed daily operations of a high-volume call center, maintaining exceptional service standards and minimizing downtime.
- Established performance metrics for the customer service team, driving continuous improvement and accountability.
- Championed process improvements within the department using lean methodologies which led to reduced waste and increased efficiency in daily operations.
- Led by example, fostering an environment of accountability and excellence while maintaining open lines of communication with staff members to address concerns promptly.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Reported issues to higher management with great detail.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
Strategic Client Services Specialist
Vodacom South Africa
03.2009 - 07.2017
- Analyzed client feedback to identify areas for improvement and implemented changes accordingly.
- Provided comprehensive training to new team members, contributing to their successful integration into the department.
- Improved overall response times by refining support ticketing system workflows leading to higher levels of customer satisfaction.
- Streamlined processes for improved efficiency, resulting in faster resolution of client issues.
- Collaborated with cross-functional teams to develop tailored solutions that met specific client needs.
- Developed a standardized process for managing high-priority accounts which increased retention rates among top-tier clientele.
- Monitored performance metrics to evaluate the success of various initiatives aimed at improving overall client experience.
- Spearheaded an initiative focused on educating clients about additional product offerings thus driving upsell revenue growth.
- Organized quarterly networking events designed to foster stronger connections between clients and company representatives.
- Contributed to the development of a new client onboarding program that expedited the integration process for new customers.
- Coordinated closely with internal departments to ensure seamless delivery of products and services for clients.
- Built strong relationships with clients, fostering trust and loyalty while promoting company brand.
- Maintained accurate records of all client interactions, ensuring timely follow-ups and consistent communication.
- Proactively identified potential roadblocks during project implementation phases, mitigating risks before they became critical issues for clients.
- Enhanced client satisfaction by promptly addressing inquiries and providing exceptional customer service.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Sought ways to improve processes and services provided.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Business Operations Support Manager (Secondment)
Vodacom South Africa
04.2014 - 04.2015
- Enhanced team productivity by providing ongoing training and development opportunities.
- Oversaw daily operations, delegating tasks effectively to ensure smooth functioning of the department.
- Completed continuous assessments of EBU Customer care, Back Office Admin and put together improvement plans.
- Collaborated with other departments to streamline inter-departmental communication and workflows for increased efficiency.
- Spearheaded the introduction of new technology solutions, automating manual tasks for faster turnaround times in key processes.
- Facilitated change management initiatives, leading teams through transitions smoothly while minimizing disruptions in operations performance.
- Implemented quality control measures, maintaining high standards across all operations functions.
- Increased operational agility through effective planning, forecasting, risk mitigation strategies.
- Championed data-driven decision-making processes by utilizing advanced analytics tools which led to informed strategic plans that directly impacted the company''s bottom line.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Improved customer satisfaction, addressing concerns and resolving issues promptly.
Customer Support Agent
America Online
03.2005 - 06.2006
- Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
- Actively listened to customer feedback regarding product features or service improvements, passing valuable insights onto relevant departments for consideration in future developments.
- Maintained clear communication with customers during troubleshooting procedures, ensuring understanding and swift resolution of problems.
- Developed comprehensive knowledge of company products and services to better assist customers with their individual needs.
- Managed high-stress situations calmly and professionally while maintaining excellent rapport with clients during difficult conversations or escalations.
- Utilized CRM software for tracking customer interactions, allowing for improved follow-up on unresolved cases or escalating as needed for resolution.
- Collaborated with team members to identify common issues and provide consistent solutions, reducing repeat concerns.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
Personal Loan Sales Representative
People Bank
02.2004 - 02.2005
- Expanded customer base through cold calling, networking, and relationship building.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
- Increased repeat business by fostering trust-based relationships with key accounts through regular communication.
- Achieved consistently high customer satisfaction ratings by tailoring solutions to individual needs.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Education
No Degree - High Impact Leadership Training
Wits Business School
Johannesburg, South Africa 04.2001 -
No Degree - Vodacom Operational Leadership Program
Wits Business School
Johannesburg, South Africa 04.2001 -
No Degree - Technology & Enterprise Management Program
North-West University (NWU) Business School
Johannesburg, South Africa 04.2001 -
High School Diploma -
Vector College
Johannesburg, South Africa 04.2001 -
Skills
Customer satisfaction
Personnel oversight
Staff training and development
Team development
Root-cause analysis
Escalation management
Customer service optimization
Policy enforcement
Workflow improvement
Call center experience
Customer engagement
Complaint handling
Online chat and email
Call control
Team collaboration
Customer relationship management
Public speaking
Relationship building
Presentation skills
Technical support
Team training and development
Employee performance management
Script preparation
Operations management
Employee relations
Customer relations
Decision-making
Adaptability and flexibility
Verbal and written communication
Soccer
Soccer Player: Actively participate in amateur soccer leagues, demonstrating teamwork, discipline, and strategic thinking. Regularly engage in competitive matches, fostering leadership and collaboration skills while maintaining physical fitness and resilience.
Timeline
Operations Customer Service Manager
Vodacom South Africa
08.2017 - 04.2024
Business Operations Support Manager (Secondment)
Vodacom South Africa
04.2014 - 04.2015
Strategic Client Services Specialist
Vodacom South Africa
03.2009 - 07.2017
Customer Support Agent
America Online
03.2005 - 06.2006
Personal Loan Sales Representative
People Bank
02.2004 - 02.2005
No Degree - High Impact Leadership Training
Wits Business School
04.2001 -
No Degree - Vodacom Operational Leadership Program
Wits Business School
04.2001 -
No Degree - Technology & Enterprise Management Program
North-West University (NWU) Business School
04.2001 -
High School Diploma -
Vector College
04.2001 -