Nonkululeko Duma
Operations And Quality Manager
Durban
Summary
Motivated customer service with over 3 years experience and lean manufacturing coordinator that thrives in a goal driven fast paced environment. With proven ability to meet company expectations and render exceptional customer experience to proper accomplishments. Detail oriented and determined to maintain the company's objective with willingness to take on new challenges while adapting to business changes and seeking to leverage expertise obtained. Passionate about implementing continuous improvement ideas while maintaining standard procedures.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
Energy Specialist and Complaints Task Force
Bespoke International
4 2022 - Current
- Handling member based UK customer for a leading gas and electricity company called Octopus Energy,
- Handling customer dissatisfaction and providing resolution to complaints.
- Reviewed or negotiate energy purchase agreements.
- Recommended clients to most suitable gas and electricity tariffs.
- Stayed up to date on newest technologies designed to boost energy efficiency.
Customer Service Representative
CCI
04.2020 - 12.2021
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Assisting United Kingdom Customers with Technical Assistance for an ISP named TalkTalk
- Running Diagnostics on a customers line when a technical fault is reported
- Rendering Customer Service and Billing when customer comes in through a chat
- Utilization of Systematic Approaches to render excellent customer experience
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Continuous improvement coordinator
Hirt And Carter
10.2020 - 03.2021
- S implementation, Practical problem solving, A3 thinking
- Process Mapping tasks
- Mentored and coached Six Sigma Green Belts in lean manufacturing and continuous improvement processes.
- Changed existing processes and implemented new processes to improve efficiency by 70%.
- Developed Continuous Improvement/Lean production training programs for onsite implementation.
- Determined quality department standards, practices, and procedures.
- Established and tracked quality department goals and objectives.
House Committee
Durban University of Technology
01.2017 - 01.2019
- House Committee
- Certificate of Effective Team
- Certificate of Leading with Emotional Intelligence.
- Certificate of Leading with Transparency and Good Governance
- Certificate of House Committee
Education
Business Management
Durban University of Technology
02.2017 - 2019.12
High School Diploma -
Mpophomeni High School
01.2009 - 12.2014
Skills
Goal Orientated
Computer Literacy
Time Management
Excellent Customer Service
Energy Usage Analysis
Ability to Multitask
Ability to Work Under Pressure
Accomplishments
- Deadly wastes Training and Observations
- House Committee
- Certificate of Effective Team
- Certificate of Leading with Emotional Intelligence
- Certificate of Leading with Transparency and Good Governance
- Certificate of House Committee
- Dual Technical and Customer Service training
- Task force complaints handling training
- Running Diagnostics on a customers line when a technical fault is reported
- Utilization of Systematic Approaches to render excellent customer experience.
- Certificate of Customer Happiness Pro.
References
Name : Lorne Andersen
Company : Hirt and Carter
Relationship : Lean Manufacturing Manager
Number :082-977-6131/ 031-492-9000
Name: Pamela Gumbi
Company :University of Kwazulu Natal
Relationship : Mentor
Number :074-287-7256
Name: Nicolene Singh
Company : Bespoke International
Relationship :Team Leader
Number :084-672-7076 / 031-538-4633
Timeline
Continuous improvement coordinator
Hirt And Carter
10.2020 - 03.2021
Customer Service Representative
CCI
04.2020 - 12.2021
Business Management
Durban University of Technology
02.2017 - 2019.12
House Committee
Durban University of Technology
01.2017 - 01.2019
High School Diploma -
Mpophomeni High School
01.2009 - 12.2014
Energy Specialist and Complaints Task Force
Bespoke International
4 2022 - Current
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