NTSIKELELO NKOMO
Cape Town
Summary
Experienced consumer protection and complaints management professional with over 18 years of experience in administration, legal compliance, and stakeholder engagement. Demonstrated ability to lead teams, resolve complex consumer disputes, implement digital transformation projects, and align operations with legislative frameworks. Strong skills in client liaison, policy development, mediation, and systems optimization. Former professional cricketer with a proven record of discipline, team performance, and public engagement.
Overview
17
17
years of professional experience
1
1
Certification
Work History
ACTING DEPUTY DIRECTOR (COMPLAINTS MANAGER)
Department of Economic Development & Tourism (Office of the Consumer Protector)
03.2012 - 06.2024
- Developed and maintained effective consumer complaint mechanisms, fostering a fair and supportive business environment for consumers and small enterprises.
- Established and managed a Consumer Help Desk to enhance access and support for consumer queries and complaints.
- Engaged with community organizations to fortify partnerships aimed at improving complaints management efficiency.
- Implemented monitoring and evaluation systems to uphold high service delivery standards in handling consumer complaints.
- Spearheaded training programs for Advice Office and call center staff, increasing their capacity to investigate and resolve complaints, leading to a 25% enhancement in operational effectiveness.
- Promoted collaborative relationships with external service providers to optimize the complaint resolution process.
- Oversaw compliance with national norms and standards in consumer affairs, ensuring alignment with legislative requirements.
- Participated in strategic planning initiatives, aligning operational processes with departmental objectives to enhance overall service delivery.
- Managed human capital and financial resources by effectively overseeing recruitment, training, and adherence to budgetary constraints.
- Conducted research and analysis to stay ahead of trends in consumer rights and fair business practices, which informed policy development.
- Streamlined consumer complaints processes, boosting resolution efficiency by 30%.
- Developed and monitored performance metrics to ensure compliance with national consumer standards.
- Ensured regulatory compliance across all departments through diligent monitoring of policies, procedures, documentation requirements.
- Collaborated with other unit heads to ensure smooth functioning of organizational activities.
- Developed strategic plans to achieve organizational goals, ensuring alignment with company's mission and vision.
- Increased overall efficiency by identifying areas of improvement and implementing necessary changes.
- Managed budgets and financial resources effectively, optimizing resource allocation for maximum impact.
CONSUMER ADVISOR/ ADMINISTRATOR
Department of Economic Development & Tourism (Office of the Consumer Protector)
10.2007 - 06.2024
- Investigate and resolve consumer complaints efficiently, ensuring compliance with the Consumer Protection Act 68 of 2008.
- Apply effective project management principles to manage complaint investigations and deliver thorough resolutions on time.
- Facilitate daily consultations with consumers, attorneys, and regulatory bodies, ensuring adherence to relevant legislation and consumer standards.
- Draft binding settlement agreements to achieve amicable resolutions and maintain legal integrity.
- Conduct inspections to monitor compliance with consumer protection standards, educating stakeholders about their rights and obligations.
- Delivered exceptional conflict resolution and problem-solving services to frustrated customers, maintaining an obsessive focus on the customer experience.
- Fostered strong customer relationships, resulting in increased satisfaction rates by 90% through effective communication and timely issue resolution.
- Collaborated with the Education & Marketing team to conceptualize and launch campaigns aimed at increasing consumer awareness of their rights.
- Trained graduate interns and staff on operational procedures and complaint handling processes to ensure consistency and exemplary service delivery.
- Followed up on resolved issues with customers to maintain high standards of service excellence and promote repeat business and referrals.
- Developed strong relationships with consumers, resulting in increased repeat business and referrals.
- Created customized solutions for individual consumers based on their unique needs and preferences.
- Improved company reputation through timely response and resolution of negative feedback or reviews online.
- Coached team members on best practices in customer service, elevating overall quality of interactions.
- Conducted market research to inform product development efforts, ensuring alignment with customer needs and preferences.
- Navigated through multiple systems and tools and researched, comprehended and delivered solutions to customers promptly.
Education
BACHELOR OF COMMERCE - LAW, Economics
University of South Africa
Cape Town, South Africa 05-2025
BACHELOR OF ARTS - Language and Communication, Sociology
University of The Western Cape
Cape Town, South Africa 03.2006
Skills
- Compliance Management
- Strategic Planning
- Stakeholder Engagement & Relationship Management
- Training and Facilitation
- Project Management
- Policy Development and Analysis
- Monitoring and Evaluation
- Conflict Resolution and Mediation
- Digital & Social Media Savvy
- Adaptability & Resilience
Certification
- Administrative Justice, University of Cape Town, 2024-06-01
- Mediation Training, University of Cape Town, 2015-02-01
- UCT Commercial Mediation, University of Cape Town, 2024-04-01
- Understanding Contracts for Effective Control and Reading & Writing Language, 2012-08-01
- The Protection of Information Act, University of Cape Town, 2015-05-01
- Negotiation Skills, University of Cape Town, 2024-09-01
- Project Management, Western Cape Provincial Training Institute, 2024-02-01
- Mentoring & Coaching for Public Sector Managers, Palama, 2013-10-10
- Introduction to Junior Management Institute, Western Cape Training, 2011-02-07
- Mentoring & Coaching for Public Sector Managers, Palama, 2014-02-27
Accomplishments And Awards
- Since 2012-2024 performed above expectations during my appraisal.
- The go-to person in my unit and always received commendations from my Manager and Senior Manager.
- Planned and implemented the electronic complaints management system enabling consumers to lodge complaints electronically without having to call the office or literally walk-in.
- Planned and successfully eliminated the backlog while Acting as the Deputy Director (complaints man).
- Developed a new complaints handling process cutting out the red tape.
- Streamlined consumer complaints process, enhancing resolution efficiency by 30%.
Personal Information
- Title: Administrator/ Consumer Advisory
- Date of Birth: 01/28/80
- Nationality: South African
- Driving License: Code B
- Marital Status: Married
References
- Dr. Thami Mafanya, Medical Doctor | Family member Mentor | Chris Hani Baragwanath Hospital. Phone: +27 72 335 2934 Email: dr.tjmafanya@yahoo.com
- Mr. Ashley Searle, Western Cape Commissioner | Former Manager, Office of the Consumer Protector. Phone: +27 84 560 5023 Email: AshleyS@opsc.gov.za
- Ms. Reeva Welman Director: Legal Services | Former Supervisor, Gauteng Economic Development. Phone: +27 11 355 8690 / +27 83 225 2443 Email: Reeva.Welman@gauteng.gov.za
Hobbies and Interests
- Peer Tutoring - Consulting Economics, Private Law
- Reading: 'The Psychology of Persuasion' (Robert Cialdini)
- Travelling: Visiting a new province every year (this year 2025): Western Cape
- Watching Netflix: Bingewatched 'Game of Thrones' & Sopranos
Languages
English
Advanced (C1)
Afrikaans
Intermediate (B1)
Xhosa
Advanced (C1)
Zulu
Upper intermediate (B2)
Timeline
ACTING DEPUTY DIRECTOR (COMPLAINTS MANAGER)
Department of Economic Development & Tourism (Office of the Consumer Protector)
03.2012 - 06.2024
CONSUMER ADVISOR/ ADMINISTRATOR
Department of Economic Development & Tourism (Office of the Consumer Protector)
10.2007 - 06.2024
BACHELOR OF COMMERCE - LAW, Economics
University of South Africa
BACHELOR OF ARTS - Language and Communication, Sociology
University of The Western Cape
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