Summary
Overview
Work History
Education
Skills
References
Interests
Accomplishments
ACTIVITIES
PERSONAL CHARACTERISTICS
Timeline
Generic

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

Customer Care Consultant

Telkom
  • Customer service and support
  • 1 year, 3 months

Scanning Clerk

Boxer Shopping Centre
  • Scanning products barcodes
  • 7 months

Hospitality Personnel

In Staff Recruitment
  • Providing customer service, Cashier and Waitress
  • 2 months

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

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 : Mr. Thanduxolo Mantakana

Company : Aegis Outsourcing South Africa

Contact Number : 0829973513


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

Customer Care Consultant

Telkom

Scanning Clerk

Boxer Shopping Centre

Hospitality Personnel

In Staff Recruitment

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

End User Computing and Office Administration

Siyabonga Multi-Purpose and Telecentre
Musa Gratitude MoloiOperations Manger