Musa Gratitude Moloi
Operations Manger
Durban
Summary
To work in a dynamic and progressive organisation where I can contribute to the achievement of its vision, goals, objectives and aims, while at the same time refining my skills and abilities.
Knowledgeable Operations Manager with proven ability to resolve customer issues efficiently and effectively. Demonstrated success in improving customer satisfaction through personalized support and proactive problem-solving. Leveraged excellent communication and conflict resolution skills to maintain positive client relationships.
Overview
13
13
years of professional experience
6
6
Languages
Work History
Operations Manager - General Reservations and Specialist teams
CCI South Africa Pty Ltd
01.2023 - Current
- Customer service and support
Operations Manager - General Reservations
CCI South Africa Pty Ltd
01.2022 - 01.2023
- Customer service and support
Team Leader for Escalations teams
CCI South Africa Pty Ltd
01.2021 - 01.2022
- Customer service and support
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Team Leader for Chat department
CCI South Africa Pty Ltd
01.2021 - 01.2021
- Customer service and support
Team Leader for General Reservations
CCI South Africa Pty Ltd
01.2019 - 01.2021
- Customer service and support
Social Media Specialist
Telkom
01.2017 - 01.2019
- Customer service and support
Customer Care Consultant
Telkom
- Customer service and support
- 1 year, 3 months
Hospitality Personnel
In Staff Recruitment
- Providing customer service, Cashier and Waitress
- 2 months
Volunteer
Gauteng Future Champions
01.2013 - 03.2013
- Assisted with special events and programs.
- Maintained clean, neat, and operational facilities to serve program needs.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Used strong interpersonal communication skills to convey information to others.
- Represented organization positively and professionally while providing community with much-needed services.
- Coordinated and managed volunteer activities for community service projects.
Education
End User Computing and Office Administration
Siyabonga Multi-Purpose and Telecentre
Step Up – Team Leader Role
Services SETA
Contact Center Operations – Level 04
Services SETA
High School - Mathematical Literacy, Accounting, Business Studies, Geography, Life Orientation, English- Home Language, Afrikaans - First Additional Language
St. Endas Secondary School
01.2011
Skills
Computer Skills: MS Word, Internet / E-mail, Group-wise
References
Contact Person : Mr. Johan Lourens / Pitso Sibiya
Company : St. Endas Secondary School (Principal)
Contact Number : 011 725 5475
Contact Person : Meme Makupu / Siyabonga Makoro
Company : Siyabonga Multi-Purpose and Telecentre
Contact Number : 011 850 1005 / 071 716 5518
Contact Person : Ms. LydiaPhala - Masite
Company : Gauteng Future Champions (Project Manager)
Contact Number : 083 419 3926 / 076 671 0001
Contact Person : Mr. Pholoni Sithole
Company : Efeckto Promotions
Contact Number : 074 425 5138
Contact Person : Ms. Nzama / Mr. Jacky Gabo
Company : Boxer Super Store
Contact Number : 076 354 6063 / 073 000 9421
Contact Person : Mr. Thomas Sibanda
Company : Aegis Outsourcing South Africa
Contact Number : 061 437 5925/ 011 461 9109
Contact Person : Thomas Sibanda
Company : CCI South Africa
Contact Number : 061 437 5925
Interests
Reading for leisure and general interest, Public Speaking, Working and interacting with people from all walks of life, Visiting new places
Accomplishments
- 2023: Nominated for 2023 BPESA GBS Alchemy Awards
- 2023: Top Operations Manager 4 times
- 2023: Awarded for the top Operations Manger
ACTIVITIES
Peer Counseling Debating Theatre Drama
PERSONAL CHARACTERISTICS
- Interpersonal relations
- Conflict management and resolution
- Energetic
- Highly motivated
- Self disciplined
- Flexible
- Creative
- Team player
- Ability to work under pressure.
- Good interpersonal skills
Timeline
Operations Manager - General Reservations and Specialist teams
CCI South Africa Pty Ltd
01.2023 - Current
Operations Manager - General Reservations
CCI South Africa Pty Ltd
01.2022 - 01.2023
Team Leader for Escalations teams
CCI South Africa Pty Ltd
01.2021 - 01.2022
Team Leader for Chat department
CCI South Africa Pty Ltd
01.2021 - 01.2021
Team Leader for General Reservations
CCI South Africa Pty Ltd
01.2019 - 01.2021
Social Media Specialist
Telkom
01.2017 - 01.2019
Volunteer
Gauteng Future Champions
01.2013 - 03.2013
Step Up – Team Leader Role
Services SETA
Contact Center Operations – Level 04
Services SETA
High School - Mathematical Literacy, Accounting, Business Studies, Geography, Life Orientation, English- Home Language, Afrikaans - First Additional Language
St. Endas Secondary School
Customer Care Consultant
Telkom
Hospitality Personnel
In Staff Recruitment
End User Computing and Office Administration
Siyabonga Multi-Purpose and Telecentre
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