Summary

Overview

Work History

Education

Skills

References

Timeline

SANELE MNGADI

Operations Management

Durban,KwaZulu-Natal

Summary

Bringing strong organizational skills and proactive approach to problem-solving. Proven track record of effective team collaboration and clear communication. Ready to contribute to operational excellence - Immediately. Experienced in streamlining operations and enhancing team productivity through strategic planning and hands-on leadership. Expertise in optimizing processes and driving continuous improvement initiatives. Strong focus on maintaining high standards of quality and efficiency.

Overview

8

8

years of professional experience

Work History

Operations Support Manager

Intelling SA

06.2023 - Current

Process Optimization within the organization to ensure a smooth sailing operations
Call Centre Continuous Improvement & Strategic planning
Managed team of 5 managers & 35+ frontline agents, providing training and performance evaluations to enhance service levels
Monitored staff performance and developed improvement plans
Coordinated with various departments to streamline operations and improve inter-departmental communication
Facilitated cross-functional meetings to discuss improvements and implement strategic changes in operations
Handled customer complaints and feedback, implementing solutions to improve satisfaction and loyalty

Operations Manager

CCI

09.2022 - 05.2023

Fostered strong relationships with clients, coworkers & representatives to maximize customer satisfaction, retention and experience
Established performance metrics, driving accountability and recognising outstanding achievements
Facilitated continuous Improvement initiatives, encouraging innovation and excellence in operations

Customer Service Manager

Synergy Contact Centre (Nutun)

09.2020 - 06.2022

Conducted regular performance reviews with team members, setting clear objectives and providing constructive feedback
Organized and chaired weekly team meetings to discuss performance metrics, sharing best practices and addressing challenges
Developed and implemented customer satisfaction surveys, analyzing results to identify areas for improvement in service delivery
Analyzed call center data to identify trends, making strategic adjustments to improve service levels and reduce waiting times

Team Leader

Clientele Life

04.2018 - 08.2019

Resolved complex customer enquiries, disputes and complaints
Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately
Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff
Analysed data to identify trends, making informed decisions to optimise team output

Inbound Call Centre Agent

CCI

07.2016 - 01.2018

Adapted communication style to suit diverse customer base, enhancing understanding and rapport
Documented all customer interactions, feedback, and resolutions in system for quality assurance purposes
Maintained up-to-date knowledge of all company policies, procedures, and products to provide accurate information
Resolved complex customer issues by collaborating with team members and utilising resources effectively

Education

Certificate of Higher Education - Science

Phembisizwe Secondary School, Durban, KZN

Skills

Regulatory requirements understanding

References

Available upon request

Timeline

Operations Support Manager - Intelling SA

06.2023 - Current

Operations Manager - CCI

09.2022 - 05.2023

Customer Service Manager - Synergy Contact Centre (Nutun)

09.2020 - 06.2022

Team Leader - Clientele Life

04.2018 - 08.2019

Inbound Call Centre Agent - CCI

07.2016 - 01.2018

Phembisizwe Secondary School - Certificate of Higher Education, Science