Nomusa Shange
Durban
Summary
Dynamic Operations Manager with a proven track record at Merchants SA, excelling in problem-solving and KPI tracking. Enhanced customer satisfaction through strategic communication and empowered teams, resulting in improved performance outcomes and higher employee retention. Skilled in MS Office, I effectively analyzed data trends to optimize operational workflows.
Overview
15
15
years of professional experience
Work History
Operations Manager
Merchants SA
08.2022 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Developed and implemented strategies to maximize customer satisfaction.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Developed and maintained relationships with external vendors.
- Analyzed and reported on key performance metrics to senior management.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Facilitated smooth collaboration between departments through clear communication channels.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
- Currently managing 5 team leaders (Overall - 60 agents)
Team Leader
Merchants SA
01.2015 - 07.2022
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- People Management, Communication and Feedback, Reporting and Admin, Customer Satisfaction.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Conducted thorough market research to guide strategic decisions and maintain competitive advantage.
- Developed and executed training programs that significantly improved team skills and morale - managing a team of 15 agents
Sales Consultant
Rewardsco Contact Centre
06.2010 - 09.2014
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
- Maximized customer retention by resolving issues quickly.
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
- Strengthened brand reputation by delivering superior customer experiences that fostered loyalty and repeat business.
- Maintained sense of urgency in answering customer questions and requests through email or voice messaging.
- Achieved top performance by strategically adapting to rapidly changing, competitive environment.
- Updating customer details using company systems and programs.
- Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement - increasing the target with 1 sale a day
Education
Bachelor of Arts - Corporate Communication
Mancosa
Durban03-2028
Skills
- Problem-solving
- MS office
- Operations management
- KPI tracking
- Decision-making
- Employee motivation
- Client relationships
- Team leadership
- Staff management
- Operational efficiency
- Planning and implementation
- Process improvements
- Delegation
- Risk management
Timeline
Operations Manager
Merchants SA
08.2022 - Current
Team Leader
Merchants SA
01.2015 - 07.2022
Sales Consultant
Rewardsco Contact Centre
06.2010 - 09.2014
Bachelor of Arts - Corporate Communication
Mancosa