Ntokozo Precious Phili
Senior Lead Associate
Durban
Summary
Dynamic leader with proven expertise in workforce supervision and effective communication, honed at companies like WNS. Excelled in mentoring and building strong relationships, enhancing team performance and customer satisfaction. Skilled in problem-solving and analytical thinking, driving positive outcomes and strategic initiatives. Achievements include developing key training materials and leading sales growth through innovative merchandising techniques.
Overview
10
10
years of professional experience
Work History
Lead Associate
WNS
03.2022 - Current
- Mentored junior associates, providing guidance on best practices and professional development opportunities.
- Coordinated weekly meetings for internal and external groups.
- Initiated timely response to emails, voicemails, and written correspondence.
- Maintained team flexibility and embraced change to adapt within dynamic markets.
- Built strong relationships with customers through positive attitude and attentive response.
- Assisted with new hire processing and existing training programs.
- Developed comprehensive training materials to onboard new team members quickly and efficiently.
- Partnered with managers to identify and capitalize on sales trends and brand initiatives.
Subject Matter Expert
StarTek
02.2019 - 03.2022
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Installed, configured, and monitored new system features based on user needs.
- Served as go-to expert for resolving technical challenges, enabling smoother project progression.
Store Support Supervisor
Provisions Books
12.2014 - 11.2018
- Implemented effective merchandising techniques, leading to increased product visibility and sales growth.
- Led by example through exceptional customer service skills, inspiring staff members to strive for excellence in their interactions with shoppers.
- Participated in the selection and hiring of new team members, ensuring a strong fit with company culture and values.
- Boosted employee morale by implementing team-building activities and recognizing outstanding performance.
- Handled escalated customer concerns with professionalism and empathy, ultimately restoring confidence in the shopping experience at our store location.
Education
Advanced Diploma - Management Science
Stadio Higher Education
Durban 04.2001 -
Diploma - Public Relations
Damelin College
Durban 04.2001 -
High School Diploma -
Phoenix Technical School
Durban 04.2001 -
Skills
Workforce Supervision
Timeline
Lead Associate
WNS
03.2022 - Current
Subject Matter Expert
StarTek
02.2019 - 03.2022
Store Support Supervisor
Provisions Books
12.2014 - 11.2018
Advanced Diploma - Management Science
Stadio Higher Education
04.2001 -
Diploma - Public Relations
Damelin College
04.2001 -
High School Diploma -
Phoenix Technical School
04.2001 -
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