Dynamic leader with proven expertise in staff educating and training, and creative problem-solving, honed across roles at McDonald's S.A. and Mothers2Mothers. Excelled in enhancing customer satisfaction and employee performance, significantly improving service delivery. Skilled in interpersonal communication and safety processes, I drive continuous improvement and foster a culture of excellence.
Hi, I’m
Ncumisa Majikijela
Customer Service
176 Jabu Ndlovu Rd, Pietermaritzburg,KZN
Summary
Overview
12
years of professional experience
2
Certifications
Work History
McDonald's S. A.
Shift Leader
06.2024 - Current
Job overview
- Shortlisted, interviewed, hired and trained new employees and delegated daily tasks and responsibilities.
- Prepare shift summary reports for supervisor and communicated regularly on goals and progress.
- Collaborate with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Enforce company policies and regulations with employees.
- Manage inventory through daily stock counts and ensuring FIFO when stocking up for usage on the floor.
- Manage shift operations, supply resources and monitor team performance to keep business profitable and running smoothly.
- Oversee daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Resolve customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Maintaine a clean and safe work environment while ensuring all employees adhered to foodsafety guidelines and protocols and other safety measures.
- Monitor equipment maintenance schedules to ensure timely repairs, preventing downtime and loss of productivity. As I am also chairperson of the health and safety committee.
- Streamline inventory management processes, leading to reduced waste and optimized stock levels.
- Support a culture of continuous improvement by identifying and addressing areas for potential growth, both individually and as a team.
- Increase sales with introduction of promotional strategies that attract more customers.
- Maintain cleanliness and organization of workspace, adhering to health and safety standards.
- Manage inventory levels to prevent stock shortages, conducting regular audits and ordering supplies as needed.
- Optimize scheduling to ensure adequate staffing during peak hours, improving service delivery.
McDonald's S. A.
Guest Experience Manager
11.2017 - 05.2024
Job overview
- Enhanced guest satisfaction by implementing personalized service initiatives for all customers.
- Resolved guest complaints promptly, demonstrating exceptional problem-solving skills and commitment to customer satisfaction.
- Improved overall online ratings by addressing negative reviews constructively and showcasing improvements made as a result of guest feedback.
- Introduced innovative upselling techniques that resulted in increased revenue from add-on services and amenities.
- Organized special events tailored to guests'' interests, promoting engagement and loyalty within the restaurant community.
- Analyzed guest data to identify trends and areas for improvement in service delivery.
- Established partnerships with local attractions, providing exclusive deals for employees working for surrounding companies and organizations while supporting the surrounding community''s economy.
- Developed loyalty programs that rewarded frequent guests, fostering long-lasting relationships and increased customer retention.
- Developed outreach programs for pre-schools and primary schools surrounding the restaurant to give back to the community.
- Conducted regular inspections of hotel facilities, ensuring cleanliness, safety, and compliance with brand standards.
- Greeted guests upon arrival and offered assistance.
McDonald's S. A.
Flexi Crew
01.2016 - 11.2017
Job overview
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Worked well with teammates and accepted coaching from management team.
- Improved customer satisfaction by providing friendly and efficient service at the front counter and drive-thru register, including the dining area.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Trained new team members on procedures, customer service, and sales techniques.
Mothers2Mothers NGO
Mentor Mother
02.2013 - 03.2015
Job overview
- Enhanced mentee capacity of accepting and dealing with their HIV statuses by providing personalized guidance and support.
- Provided guidance and recommended coping mechanisms for young girls dealing with teenage pregnancy .
- Adapted mentorship style based on individual mentee needs, enabling tailored interventions that drove better results than one-size-fits-all approaches.
- Developed trust-based relationships with mentees through active listening and empathetic communication.
- Served as role model for mentees by demonstrating strong values and ethical standards to show them there's life to live after every setback.
Education
University of South Africa Pietermaritzburg
Bachelor Of Administration Human Settlement Management from Public Administration
University Overview
Umgungundlovu TVET College Pietermaritzburg
N6 Certificate from National Diploma in Public Relations
11.2016
University Overview
Fundokuhle Secondary School Pietermaritzburg
Grade 12
11.2010
University Overview
Skills
Client Service
Certification
Certified Gold standard professional - International Hotel School(IHS)
Timeline
Shift Leader
McDonald's S. A.
06.2024 - Current
Code 10 driver's license
04-2021
Certified Gold standard professional - International Hotel School(IHS)
04-2018
Guest Experience Manager
McDonald's S. A.
11.2017 - 05.2024
Flexi Crew
McDonald's S. A.
01.2016 - 11.2017
Mentor Mother
Mothers2Mothers NGO
02.2013 - 03.2015
University of South Africa
Bachelor Of Administration Human Settlement Management from Public Administration
Umgungundlovu TVET College
N6 Certificate from National Diploma in Public Relations
Fundokuhle Secondary School
Grade 12
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