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 Manager
Intelling SA
06.2023 - 12.2024
- 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
- Increased sales revenue by developing and implementing effective sales strategies.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
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
- Implemented effective sales strategies to maximize revenue generation.
Education
Certificate of Higher Education - Science
Skills
Regulatory requirements understanding
General office administration
Client account management
Customer relationship building
Complaints Management- Case Management System Trained
Self-disciplined
Compliance
Positive attitude
Customer assistance & satisfaction
Well-organised
Flexible worker
Fast learner
Outstanding customer service
References
Available upon request
Timeline
Operations Manager - Intelling SA
06.2023 - 12.2024
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