RICHARD SITHOLE
JOHANESBURG
Summary
My objective is to do my work to the best of my ability .I am a very friendly, loyal and am hardworking person.
While working in FMCG (Fast moving consumer goods ) , forex trading ,forestry, and in beaut salons for considerable number of years, I have gained a lot of experience ,how to handle management , chain store ,merchandisers and as well as staff across disciplines and functions, liaise with management up and down for the benefit of organization’s in general. I intent to strive for best in the most difficult situations.
I believe in getting the job done. My values include integrity, punctual and reliability while due to my current word a great deal of trust and responsibility is placed on me. I’m always willing to learn and understand what is expected of me. My goal is to work hard and see results and work very well under pressure
I’m a stable person in both my private and work life. I’m sure I have done the best of my ability until thus far
Overview
22
22
years of professional experience
Work History
CUSTOMER SERVICES MANAGER
MRIZOS & SONS TRADING ENTERPRISES PTY LTD
Johannesburg
01.2018 - Current
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Assisted customers with navigating internal data base and CRM systems to obtain sales.
- Managed department call volume of 500 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Researched and observed emerging markets and market shifts, taking advantage of opportunities by identifying potential leads and new markets.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Broadened strategic business plans to promote growth and sales goals while managing 50 consultants and building long-lasting customer relationships.
- Improved customer service initiatives by streamlining sales and order management processes.
- Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Monitored customer service operations to assess agent performance and provide feedback.
- Worked with marketing department to launch and manage promotional activities and campaigns.
- Designed and implemented strategic business plans to achieve growth and sales goals while managing sales team and building long-lasting customer relationships.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Consistently managed 50-person staff, effectively resolving issues, which resulted in top ranking out of 4 teams.
- Contacted existing and prospective customers by phone or email on consistent basis, which resulted in regularly surpassing weekly sales targets.
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
- Created customer support strategy to increase customer retention.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
- Resolved concerns with products or services to help with retention and drive sales.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Coordinated resolutions for more than 100 daily customer inquiries while consistently achieving performance targets.
- Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
- Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
- Collaborated with consultants to improve customer service processes and support structures company-wide.
- Followed through with client requests to resolve problems.
- Assisted organization with transitioning from paper invoicing to CRM and point-of-sale systems, which resulted in overall efficiency.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Devised and published metrics to measure organization's success in delivering world class customer service.
SENIOR SALES CONSULTANT
GO DIRECT STOCK MARKET INVESTIMENT, TRADING
Johannesburg
01.2012 - 12.2017
- Cold called and conducted face-to-face sales calls with C-level executives and directors in assigned sales territory.
- Created detailed sales presentations to communicate product features and market data.
- Achieved and sustained consistent revenue streams by regularly servicing accounts and connecting with customers to promote new products.
- Supported clients with business analysis, documentation and data modeling.
- Improved sales by managing sales lifecycle from lead generation through contract negotiations and closings.
- Presented SERVICES using interactive materials such as videos, charts and slideshows.
- Maintained sense of urgency in answering customer questions and requests through email or voice message.
- Applied knowledge of market and full range of innovative and unique products to meet customer needs, expanding company's customer base.
- Oversaw daily outbound calls to identify services that address primary needs.
- Maintained sense of urgency in answering customer questions and requests through email or voice messaging.
- Cultivated lasting rapport with key industry clients by providing accurate pricing and credit terms to meet customer objectives.
- Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement.
- Conducted on-site product demonstrations to highlight features, answer customer questions and redirect concerns toward positive aspects.
- Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
- Completed orders and organized product deliveries to meet customer timetables.
- Used prospecting and client development techniques to produce fresh leads and maintain solid conversion rate.
- Followed up with existing customers to provide additional support and address concerns.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Checked client organization and agreements with company priorities through automating content management systems.
- Increased profitability and pipeline development by leveraging multiple sales strategies and distribution channels.
- Achieved top performance by strategically adapting to rapidly changing, competitive environment.
- Provided sales and customer service assistance to walk-in traffic
- Responded to telephone and in-person requests for information.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Maintained organized, presentable merchandise to drive continuous sales.
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
- Maximized customer retention by resolving issues quickly.
- Stayed knowledgeable on latest [Product or Service] innovations and technological advancements through continuous training.
- Retained consistent client base by conducting market research to develop brand strategy.
Retail Merchandiser
PFM
RAANDUBURG
04.2004 - 12.2008
- Designed displays to deliver interactive, engaging and memorable store experiences for shoppers.
- Advanced sales cycle plans by maximizing placement of promotions, point of sale materials and product visibility.
- Ran markdown reports, managed store replenishment and analyzed buying reports.
- Planned and coordinated product availability for advertising and promotion purposes.
- Arranged consistent shelves, bins and racks at 34 locations by following established planograms.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Folded and arranged merchandise in attractive displays to drive sales.
- Interviewed and worked closely with vendors to acquire and develop desired products.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Developed partnerships with internal groups such as packaging, visual and e-commerce.
- Prepared interesting and innovative visual displays to grab customer interest and promote sales.
- Educated employees on new merchandise during seasonal workshops.
- Assembled quarter and full-size point of purchase promotional displays.
- Negotiated prices, discount terms and transportation arrangements.
- Inspected merchandise for quality and arranged proper display location on floor.
- Answered customer questions regarding store merchandise, department information and pricing.
- Conferred with store managers to obtain information about customer needs and preferences.
- Worked with managers and advertising directors to optimize promotions.
- Tracked and recapped key item performance.
- Organized on-site trainings to educate management and sales staff on benefits and care of product lines.
- Monitored and analyzed sales records and consumer purchasing trends.
- Anticipated consumer buying patterns to create purchase and inventory plan.
- Established strong vendor relationships to maintain and support business.
- Completed seasonal windows, dressed mannequins and arranged in-store displays to showcase available products.
- Monitored inventory levels and kept adequate stock in product displays on sales floor.
- Established vendor performance metrics to evaluate service.
- Verified products appeared at correct locations in proper quantities.
- Updated pricing and signage to complete product displays and educate customers.
- Set and recommended mark-up rates, mark-down rates and selling prices for merchandise.
- Drove client retention, managing engaging merchandise presentation to motivate impulse purchases.
Shift Leader
BTL
MUTARE
01.1996 - 12.2002
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Created incentive programs and contests to support and award top performers.
- Enforced company policies and regulations with employees.
- Oversaw talented team by actively communicating project information, remedying issues and delivering positive feedback.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
Education
Associate of Arts - CUSTOMER MANAGEMENT
SERVICES SETA
JOHANESBURG12.2007
High School Diploma -
Chitora High School
Mutare Zimbabwe12.1992
Skills
- Microsoft Office Suite
- Regulatory Compliance
- Decision Making
- Coaching and Mentoring
- Team Management and Supervision
- Motivational Leadership
- Schedule Coordination
- Performance Management
- Recruitment and Hiring
- Handling Customer Complaints
- Report Preparation and Analysis
- Quality Assurance
- Complex Problem Solving
- Staff Development and Training
- Team Building
- Layout Planning
- Meeting Coordination and Support
- Variance Resolution
- Confidence and Drive
- Research and Analysis
- Contracts and Vendor Agreements
- Account Reconciliation
- Delegation and Work Assignment
- Documentation and Recordkeeping
- Office Equipment Management
- Inventory Oversight
- Microsoft Office
- Verbal and Written Communication
- Remote Work Coordination
- Data Analysis and Modeling
Accomplishments
- DUTIES: SALES PITCHING: CLOSING DEALS: SALES TRAINING; SUPERVISIONS AND TEAM LEADERSHIP: CUSTOMER AQUISATION; CUSTOMER RETAINTION: SIGNING UP AND FOLLOW UP PERIOD: 2009 TO 2011 REASON FOR LEAVING: CONTRACT COMPLETED PREVIOUS EMPLOYER 2: PROFFESSIONAL FIELD MARKETING [AGENT] RANDBURG POSITION: TRAINEE AREA MARKETER / MERCHANDISER : SALES AND MARKETING NQF LEVEL 4 LEARNERSHIP TRAINING DUTIES: REPRESENTING COMPANY IN [FMCG] FAST MOVING CONSUMER GOODS, MERCHANDISING SALES PRODUCTS ON SHELF, DISPLAYS AND DEALS WITH BUYERS AND MANAGEMENT MANAGING STOCK ON SHELF AND NEGOTIATING FOR SHELF SPACE IN THE FOLLOWING STORES DURING LEARNERSHIP ;CHACKERS & SHOPRITE,PICK N PAY,MARKRO,TRADE CENTRE, METRO AREA COVERED; JOHANESBURG (NORTH, SOUTH, EAST AND WEST) AND VAAL SUPPLIERS : FRUITIME, AC CABS, BAUSCH OF LOMP, CLASSICLEAN, SARA LEE, RIESIES FOODS, FLUCON FOODS, SALTS SALES, ETC 22 SUPPLIERS FOR PREVIOUS EMPLOYER PFM .
- BORDER TIMBERS LIMITED (ANGLO AMERICAN ZIMBABWE), POSITION: TRANSPORT SHIFT LEADER DUTIES: SUPERVISION, TRAINING, WORK PLANNING, REPORTING, PERIOD: 1994 TO 2001 RESOSON FOR LEAVING: POLITICAL INSTABILITY IN ZIMBABWE FORCED ME TO LEAVE EDUCATIONAL INFORMATION CERTIFICATE: INTERNATIONAL TRADE (WADE WORLD TRADE UK) 2012 CERTIFICATE: GENERAL CERTIFIATE OF EDUCATION GCE (CHITORA HIGH SCHOOL MUTARE ZIMBABWE) 1992 NQF LEVEL 4 SALES &MARKETING LEARNERSHIP (PROFFESSIONAL FIELD MARKETING) RANDBURG STATUS: COMPLETED; CERTIFICATE : CUSTOMER MANAGEMENT 2007 , SUBJECTS: INTRODUCTION TO SALES AND MARKETING; SALES AND MARKETING; TRANSACTIONAL CUSTOMER MANAGEMENT; CUSTOMER AQUISATION; CUSTOMER RETEINTION .
- COMPANY SKILLS TRAINING: - CERTIFICATE: COMMUNICATION SKILLS (JUNIOR MANAGEMENT) - CERTIFICATE: BUSINESS TEAM UNIT (UNIT MANAGERS) -CETIFICATE: DRIVER TYRE APPRECIATION (FOR OPERATORS) - CERTIFICATE: WORKER AND WORK PLACE REPRESANTATIVE HOBBIES: STORY WRITING AND MUSIC WRITING.
Timeline
CUSTOMER SERVICES MANAGER
MRIZOS & SONS TRADING ENTERPRISES PTY LTD
01.2018 - Current
SENIOR SALES CONSULTANT
GO DIRECT STOCK MARKET INVESTIMENT, TRADING
01.2012 - 12.2017
Retail Merchandiser
PFM
04.2004 - 12.2008
Shift Leader
BTL
01.1996 - 12.2002
Associate of Arts - CUSTOMER MANAGEMENT
SERVICES SETA
High School Diploma -
Chitora High School
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