Muzzammil Dien
Cape Town,WC
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
27
27
years of professional experience
1
1
Certification
Work History
WFM Coordinator
Woolworths Financial Services
06.2023 - Current
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
- Assisted in recruitment efforts by coordinating interviews and managing onboarding activities for new hires.
- Conducted comprehensive market research to inform strategic planning.
- Facilitated cross-departmental workshops to identify process improvements, leading to more efficient workflow and reduced bottlenecks.
- Improved project outcomes with meticulous attention to detail in planning phases, ensuring all requirements were met ahead of deadlines.
- Prioritized and managed multiple projects simultaneously, ensuring all met their deadlines and objectives without compromising quality.
- Enhanced team communication by implementing weekly coordination meetings and detailed project update emails.
- Organized and maintained project documentation, enabling quick access to important information and facilitating smoother project transitions.
- Managed vendor relationships to secure best quality of services and products for organizational needs.
- Collaborated with IT to develop user-friendly project management tool, streamlining project tracking and reporting.
- Implemented project management techniques to overcome obstacles and increase team productivity.
MIS Analyst – Customer Operations Enablement
Woolworths Financial Services
06.2021 - 05.2023
- Designed visually appealing dashboards for easy interpretation of key performance indicators, assisting management in strategic planning efforts.
- Optimized database performance by conducting regular maintenance and updates on existing systems.
- Spearheaded the implementation of an enterprise-wide data governance program, fostering a culture of accountability and responsible data stewardship within the organization.
- Identified opportunities for process improvements by analyzing system workflows and user requirements.
- Streamlined reporting processes for increased efficiency in generating performance metrics.
- Standardized documentation practices for efficient knowledge transfer between team members and across departments within the organization.
- Managed complex projects, ensuring successful completion within budget and time constraints.
- Collaborated with cross-functional teams to ensure seamless integration of MIS systems within the organization.
- Reduced errors in data entry through the implementation of automated data input procedures.
- Collaborated with upper management to drive strategy and implement new processes.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
Team Lead Real Time Management
Woolworths Financial Services
10.2013 - 05.2021
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment to build team of top performers.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Devised and implemented processes and procedures to streamline operations.
- Conducted regular reviews of operations and identified areas for improvement.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Created and managed project plans, timelines and budgets.
- Generated reports detailing findings and recommendations.
- Frequently inspected production area to verify proper equipment operation.
Customer Services Team Leader
Woolworths Financial Services
04.2010 - 09.2013
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Reviewed associate performance to identify training needs.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Effectively managed a high-volume workload, consistently meeting or exceeding performance targets while maintaining quality standards.
- Reduced average handle time by implementing more efficient problem-solving techniques without compromising service quality.
- Conferred with senior management to handle and correct disciplinary or knowledge issues.
- Collaborated with cross-functional departments to address customer issues holistically, ensuring quick resolutions and overall satisfaction.
- Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements.
- Implemented new processes to improve response times, resulting in higher rates of resolved customer inquiries.
- Spearheaded process improvements that led to reduced hold times for customers while enhancing overall call center efficiency.
- Mentored junior customer service representatives, providing guidance on best practices and fostering professional development within the team.
- Implemented quality assurance measures to monitor performance, identify areas for improvement, and maintain the highest standards of customer service excellence.
- Balanced multiple priorities in a fast-paced environment, consistently meeting deadlines while maintaining high levels of customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and backed up other customer service managers.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Call Centre Manager
3inc Solutions
11.2007 - 11.2009
- Mentored junior staff members to develop their skills, leading to higher performance levels.
- Streamlined workflow processes for improved team efficiency and increased productivity.
- Improved response times with efficient resource allocation, ensuring prompt support for all customers.
- Enhanced customer satisfaction by resolving complex issues and providing tailored solutions.
- Developed and maintained strong relationships with key clients, ensuring long-term business partnerships.
- Collaborated with cross-functional teams to implement new strategies and improve customer experience.
- Established a positive work environment by fostering open communication and promoting teamwork among staff members.
- Oversaw daily operations of the customer service department, effectively managing resources to meet targets consistently.
- Conducted regular performance reviews of team members, identifying opportunities for growth and development.
- Championed process improvements that resulted in operational efficiencies while maintaining strict adherence to company policies and procedures.
- Negotiated favorable contracts with vendors increasing profitability without compromising on service quality.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Customer Services Team Manager
Stream Global Solutions T/a The Phone House SA
05.2006 - 10.2007
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Fostered culture of continuous improvement, leading to consistently high service standards.
- Collaborated with IT department to streamline customer data management.
- Tailored training content to meet specific needs of customer service representatives.
- Pioneered mentorship program to expedite onboarding process for new hires.
- Enhanced communication skills of team members with targeted workshops.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Customer Services Team Manager
Vodacom (Pty) Ltd
03.2003 - 05.2006
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Reduced turnover rates by implementing comprehensive feedback and support system for team members.
- Promoted customer-centric approach, leading to repeat business and referrals.
- Achieved significant improvements in team morale by recognizing and rewarding outstanding performance.
- Established clear performance metrics, enabling transparent evaluation of team progress.
- Optimized resource allocation, ensuring right personnel were assigned to key tasks.
- Coached junior team members, improving their skills and confidence in their roles.
- Fostered culture of continuous improvement, encouraging team members to pursue professional development opportunities.
- Established team priorities, maintained schedules and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Customer Relationship Manager
Phoenix Communications
06.2002 - 02.2003
- Managed customer relations on ongoing basis to maximize customer retention.
- Analyzed customer feedback to improve products and services, resulting in increased overall satisfaction levels.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
- Developed long-term relationships with customers through personalized interactions, ensuring loyalty and repeat business.
- Delivered exceptional after-sales support by maintaining regular contact with clients, ensuring their continued satisfaction with purchased products or services.
- Developed and implemented standards for staff to provide consistent service to customers.
General Manager of Operations
Kusile Computers CC
02.2000 - 02.2002
- Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
- Managed budgets, financial forecasts, and resource allocation to ensure achievement of organizational goals.
- Established a culture of continuous improvement by identifying opportunities for enhancement in operations, systems, and procedures.
- Developed high-performing teams through effective coaching, mentoring, and performance management strategies.
- Established standard operating procedures that enhanced employee performance.
- Drove revenue growth by identifying new business opportunities and forging strategic partnerships.
- Developed and executed strategic plans for increased productivity, profitability, and overall business growth.
- Implemented technology upgrades which resulted in increased workflow efficiency.
- Optimized supply chain efficiency through vendor negotiations, inventory control measures, and streamlined logistics processes.
- Fostered strong relationships with external partners and stakeholders to support business objectives and expand market share.
- Led cross-functional teams to achieve key performance indicators and drive positive results across the organization.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
- Increased profit by streamlining operations.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Interacted well with customers to build connections and nurture relationships.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Managing Partner
7-Eleven Franchise
11.1997 - 11.1999
- Negotiated high-value contracts with clients, securing profitable partnerships for the company.
- Established and implemented business procedures and process improvements.
- Mentored junior staff members, resulting in a more cohesive team and increased overall performance.
- Spearheaded successful client engagements resulting in repeat business and positive referrals from satisfied clients.
- Oversaw financial management of the firm, including budgeting, forecasting, and analysis, ensuring fiscal responsibility and profitability.
- Increased client base by implementing effective marketing strategies and fostering long-term relationships.
- Optimized resource allocation, reducing operational costs while maintaining service quality standards.
- Developed comprehensive business plans that led to significant revenue growth and expansion opportunities.
- Evaluated market trends to identify new business opportunities and develop targeted growth strategies accordingly.
- Oversaw development and launch of new product lines, meeting consumer needs and capturing market share.
Education
Advanced Diploma in Management -
Regent Business School
Cape Town06-2025
Skills
- Operational management
- Operational efficiency enhancement
- Strategic Planning & Decision-Making
- Stakeholder & Client Relationship Management
- Leadership, Coaching & Team Development
- Financial & Risk Management
- Performance analytics expertise
- Continuous improvement strategies
- Call center operations
- Relationship building
Accomplishments
- Resolved product issue through consumer testing.
- Achieved [Result] through effectively helping with [Task].
- Collaborated with team of [Number] in the development of [Project name].
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Documented and resolved [Issue] which led to [Results].
- Supervised team of [Number] staff members.
Certification
- [Area of certification], [Company Name] - [Timeframe]
- Certified [Job Title], [Company Name] - [Timeframe]
Timeline
WFM Coordinator
Woolworths Financial Services
06.2023 - Current
MIS Analyst – Customer Operations Enablement
Woolworths Financial Services
06.2021 - 05.2023
Team Lead Real Time Management
Woolworths Financial Services
10.2013 - 05.2021
Customer Services Team Leader
Woolworths Financial Services
04.2010 - 09.2013
Call Centre Manager
3inc Solutions
11.2007 - 11.2009
Customer Services Team Manager
Stream Global Solutions T/a The Phone House SA
05.2006 - 10.2007
Customer Services Team Manager
Vodacom (Pty) Ltd
03.2003 - 05.2006
Customer Relationship Manager
Phoenix Communications
06.2002 - 02.2003
General Manager of Operations
Kusile Computers CC
02.2000 - 02.2002
Managing Partner
7-Eleven Franchise
11.1997 - 11.1999
Advanced Diploma in Management -
Regent Business School
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