NTSIKELELO NKOMO

• 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.

• 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.

Public Education & Awareness

• Develop and deliver campaigns that inform consumers of their rights and responsibilities under consumer protection laws
• Educate the public on common scams, misleading practices, and how to report violations
• Create clear, plain-language materials on topics like refunds, warranties, online shopping, and contract terms

Campaign Planning & Execution

• Design and manage multi-channel public awareness campaigns (e.g., “Know Your Rights”, “Stop the Scam”)
• Coordinate events like consumer fairs, school programs, or awareness weeks
• Work with influencers, media, and community partners to amplify messaging.

Marketing & Communications

• Create engaging content for social media, newsletters, press releases, and websites
• Design visual materials (brochures, posters, infographics) that explain consumer protection policies
• Manage branding and ensure consistent messaging across all communication platforms.
• Stakeholder & Community Engagement
• Collaborate with schools, community organizations, and business associations to spread awareness
• Host workshops, town halls, and Q&A sessions for different consumer groups
• Ensure inclusion of vulnerable groups (e.g., elderly, low-income households, non-native speakers)
• Monitoring & Feedback
• Track campaign performance through engagement metrics and public feedback
• Use surveys or focus groups to assess public understanding and trust
• Report findings and make recommendations to improve future strategies
• Internal Coordination
• Work with legal and complaints management teams to align messaging with consumer laws and current cases
• Train frontline staff on how to communicate clearly with consumers
• Demonstrated passion for customer service, owned client experiences and drove to deliver comprehensive resolutions.
• Delivered calm conflict resolution and problem solving for frustrated customers.
• Identified trends in consumer behavior through data analysis, leading to more effective marketing strategies.
• Prioritized efficient time management meeting tight deadlines multitasking while consistently providing exceptional customer service.
• Educated customers about warranty policies, financing options, and other relevant information to aid in their decision-making process.
• Led training sessions for new hires on company policies, procedures, product offerings, and best practices related to customer interaction.
• Managed client issues, proactively addressing concerns or issues before they escalated into larger problems.
• Streamlined complaint resolution processes for improved customer experiences and retention rates.
• Delivered outstanding customer service through effective and timely resolution of various customer inquiries and concerns.
• Assisted customers on phone and in-office with questions, concerns.
• Investigated and resolved customer inquiries and complaints quickly.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Delivered prompt service to prioritize customer needs.
• Promptly responded to inquiries and requests from prospective customers.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Responded proactively and positively to rapid change.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Sought ways to improve processes and services provided.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Implemented and developed customer service training processes.
• Trained staff on operating procedures and company services.
• Trained new personnel regarding company operations, policies and services.
• Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.