MBUSO NTSHINGILA
Centurion
Summary
Experienced with customer operations management, ensuring seamless service delivery and process improvement. Utilizes analytical skills to identify inefficiencies and implement effective solutions. Track record of fostering team collaboration and maintaining high customer satisfaction levels. Customer operations professional with extensive experience in managing customer service teams and streamlining processes. Known for strong focus on team collaboration and consistently achieving results in dynamic environments. Reliable and adaptable, with expertise in conflict resolution and strategic planning. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking aproactive approach to identifying and addressing issues, with afocus on optimizing processes and supporting team objectives.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Operations Manager
Vodacom
08.2017 - 04.2024
- Managed approximately 30 incoming calls, emails, and faxes daily from customers, effectively addressing their needs and inquiries.
- Oversaw a monthly volume of 1,000 customer complaints, enhancing the customer service experience through effective management of complex issues and escalations.
- Implemented quality assurance measures that ensured a consistent delivery of top-notch customer support services, achieving a 95% satisfaction rate.
- Evaluated employee performance on an ongoing basis, providing constructive feedback and personalized development plans, resulting in a 20% improvement in team capabilities.
- Established performance metrics for the customer service team, driving continuous improvement and accountability, which led to a 15% reduction in average handling time.
- Managed daily operations of a high-volume call center, maintaining exceptional service standards and minimizing downtime to less than 2%.
- Championed process improvements using lean methodologies, reducing waste by 30% and increasing efficiency in daily operations.
- Resolved escalated customer complaints with diplomacy, achieving a 90% resolution rate and maintaining long-term relationships.
- Monitored industry trends and competitor strategies to adapt company practices, maintaining a competitive edge and increasing market share by 10%.
- Revamped outdated company policies on customer interaction, leading to a 25% increase in brand loyalty and repeat business.
- Enhanced customer satisfaction by streamlining operational processes, resulting in a 20% increase in positive feedback.
- Coordinated cross-functional teams to resolve complex customer issues, improving client retention rates by 15%.
- Spearheaded initiatives to boost employee engagement, fostering a positive work environment that increased overall team morale and performance scores by 18%.
- Led by example, promoting accountability and excellence while maintaining open lines of communication with staff, resulting in a 30% decrease in employee turnover.
- Reduced response times for customer inquiries by 40% through the creation of efficient workflows and prioritization of tasks.
- Provided comprehensive company information and policies to customers upon inquiry, successfully answering questions via phone, email, or online chat with a 98% satisfaction rate.
Strategic Client Service Specialist
Vodacom
01.2009 - 07.2017
- Delivered high-quality, tailored management services to over 50 clients, ensuring exceptional customer care within the vendor's operational environment.
- Maintained detailed records of client interactions, facilitating seamless handoffs between team members and improving response times by 25%.
- Provided knowledgeable service and support for all customer needs, achieving a 98% satisfaction rate in client feedback surveys.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues, resulting in a 30% reduction in escalation rates.
- Developed strong relationships with clients, fostering trust and loyalty through consistent communication and personalized service, contributing to a 20% increase in client retention.
- Streamlined internal processes, improving efficiency and timely service delivery to clients by 15%.
- Managed client accounts with meticulous attention to detail, ensuring accurate billing and recordkeeping, which reduced billing discrepancies by 40%.
- Implemented a proactive approach to anticipate potential roadblocks or challenges, successfully mitigating risks in 85% of projects.
- Delivered exceptional customer service through timely responses and personalized follow-up communications, leading to a 20% improvement in overall client engagement.
Education
No Degree - Certificate
North-West University
Potchefstroom, South Africa06.2016
No Degree - Certificate
Wits Business School
Johannesburg, South Africa11.2009
No Degree - Matric
Vector College
Johannesburg, South Africa11.1996
Skills
- Allocating and managing resources effectively, including staff, materials, and technology
- Overseeing the flow of goods and services from suppliers to customers, ensuring timely delivery and quality control
- Budgeting, financial forecasting, and cost control to ensure financial targets are met
- Managing and motivating teams, resolving conflicts, and fostering a positive work environment
Languages
siSwati
IsiZulu
English
Personal Information
- Health Status: Excellent
- Gender: Male
- Nationality: South African
Driverslicensecode
Code B
References
Available on request.
Certification
Technology and Enterprise Management (NQF6)
Subjects : Dynamics and forces in the ICT environment
The Technological Playing Field
Business Models in the Mobile Environment
Management of Mobile Networks
Applied Human Capital Management
Brands and Branding in the Mobile Environment
Operations Management in a Mobile Operator
Managing the Mobile Customer
Finance for Non-Financial Managers
Soccer, Walking, Running
- Soccer: Active player with experience in team dynamics and strategy; enjoy the physical fitness and teamwork aspects of the game.
- Walking: Regularly engage in walking as a form of exercise and relaxation; enjoy exploring local parks and trails.
- Running: Participate in community races and events; committed to maintaining physical health and setting personal fitness goals.
Timeline
Customer Operations Manager
Vodacom
08.2017 - 04.2024
Strategic Client Service Specialist
Vodacom
01.2009 - 07.2017
No Degree - Certificate
North-West University
No Degree - Certificate
Wits Business School
No Degree - Matric
Vector College
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