Sibahle Pityana
Cape Town,South Africa
Summary
Results-driven professional with expertise in leadership, customer satisfaction, and relationship management. Specialises in critical thinking, problem-solving, and process improvements to optimise operations and enhance customer experience. Skilled in stakeholder engagement and communication, with a strong focus on maintaining data integrity. Committed to fostering long-term relationships and leveraging core competencies to support organisational growth.
Overview
12
12
years of professional experience
1
1
Certification
Work history
Fleet Relations Manager
TTEC Volkswagen Group
Cape Town, Western Cape
05.2025 - Current
- Build and maintain long-term relationships with corporate fleet customers, key decision-makers, and internal stakeholders to enhance client satisfaction and business retention.
- Manage the complete customer lifecycle for B2B fleet accounts, ensuring contractual obligations, service level agreements (SLAs), and key performance indicators (KPIs) are consistently achieved.
- Acted as the primary business relationship manager between TTEC and the Volkswagen Group, aligning strategies and delivering fleet mobility solutions.
- Led regular business review meetings with corporate clients, presenting performance insights, service improvements, and strategic recommendations.
- Collaborate with Sales, Customer Experience, Operations, Finance, and Product teams to deliver integrated fleet solutions that address evolving client business needs.
- Identify opportunities to expand existing client portfolios through cross-selling, upselling, and the introduction of value-added mobility services.
- Streamlined workflow processes by analysing tasks and eliminating redundancies, enhancing team productivity.
- Coordinated training sessions to enhance staff skills and knowledge, resulting in improved competencies.
- Executed public relations strategies to increase organisational visibility and strengthen brand image.
- Conducted team-building exercises to improve collaboration and teamwork. to boost overall performance and cooperation within the team.
Customer Relation Manager
TTEC Volkswagen Group
Cape Town
10.2023 - 04.2025
- Developed and implemented customer service policies, reducing customer complaints and increasing satisfaction.
- Defined and recommended customer relationship management strategies to Executive leadership, aiming to drive industry-leading owner loyalty.
- Led cross-functional team in defining customer lifecycle strategy.
- Ensured consistent delivery and exceptional customer experience at every touchpoint.
- Prioritizing customer satisfaction and loyalty as key performance indicators.
- Managed all inbound and outbound customer contacts to ensure effective communication.
- Assuming ownership of all inbound and outbound contacts related to customer cases.
- Handling customer interactions promptly, efficiently, and with a high level of professionalism.
- Facilitating a speedy resolution by monitoring the progress of customer cases.
- Keeping customers informed throughout the lifecycle of their cases, providing regular updates on the status and expected resolution timelines.
- Ensuring accurate documentation of all customer interactions on relevant case management and client systems.
- Adhering to established guidelines and instructions for recording and documenting case-related information.
- Making informed commercial decisions regarding goodwill gestures for customers.
- Determining the extent to which the organization should contribute toward the costs of repairs, aligning decisions with company policies and guidelines.
- Supporting the costs of repair based on predetermined guidelines.
- Demonstrating adherence to the VWG 'five-step' methodology for case resolution.
- Keep customers informed throughout the lifecycle of their cases, providing regular updates on progress and expected resolutions.
- Maintain effective communication channels with Fleet customers and internal stakeholders.
- Ensure compliance with company policies and guidelines when handling cases.
- Record all interactions accurately and comprehensively in relevant case management and client systems.
- Make informed commercial decisions regarding goodwill gestures for customers.
- Determine the extent of the organization's contribution to repair costs based on established guidelines.
- Greeted customers warmly and managed their inquiries effectively.
- Coordinated morning drop-off schedules for clients to ensure timely service.
- Supervised drivers throughout the day to ensure smooth operations.
- Checking customer files including service history, previous follow-up, feedback and responses.
- Followed up with customers after service to confirm satisfaction.
- Compiled and submitted customer feedback questionnaires to the service manager.
- Handling complaints and completing CRM form efficiently and ensuring the Service Manager is informed of said complaints
- Quality control of services
- Monitored competitor activities and aligned strategies accordingly for a competitive edge.
Customer Service Trainee
TTEC Volkswagen Group
Cape Town
06.2023 - 09.2023
- Analysed customer service data to identify and address customer service issues, resulting in improved customer experience.
- Managed customer relations to enhance understanding of customer impact.
- Developed customer service scripts to provide consistent service across all channels.
- Collaborated with team members to achieve project goals while communicating effectively with employees and management.
- Utilised technology tools to streamline business processes. to solve business problems.
- Participated actively in brainstorming sessions to improve call centre operations and procedures.
- Coordinated with other departments on cross-functional tasks, fostering a collaborative work environment.
Customer Service Agent
TELEPERFORMANCE SA
Cape Town
09.2020 - 09.2022
- Accurately respond to customers' questions regarding billing, device activation, and setup, product features, troubleshooting, and hardware operation.
- Guide customers through making payments via chat, phone, or email.
- Engaged potential customers with helpful suggestions that highlighted the value of our products and services.
- Maintain strong knowledge of all our wireless products, accessories, and pricing plans.
- Identify opportunities and provide feedback by assessing call trends and/or diagnostic improvements to provide a higher level of customer service, performance, and efficiency.
- Collaborated with team members to improve communication and create a supportive environment to achieve organisational goals.
- Developed and managed customer database to enhance customer segmentation and foster long-term relationships through exceptional service and one-call resolution.
Customer Service Consultant
Discovery Health Medical Scheme
Cape Town
11.2017 - 05.2019
- Resolved customer service inquiries with a 90% satisfaction rate, leading to an increase in customer satisfaction scores.
- Developed and implemented customer service strategy to identify issues and enable quick resolution of customer complaints.
- Collaborated with cross-functional teams to develop customer service initiatives and ensure customer satisfaction.
- Managed reports, issues, and complaints for client portfolio, addressing each concern promptly.
- Resolved all inquiries or queries escalated by Account Managers within a reasonable time frame.
- Ensure that the portfolio is sufficiently serviced to ensure customer satisfaction.
- Ensure that clients(portfolio data integrity is accurately maintained.
- Maintained relationships with Accounts Manager to capitalise on identified opportunities.
- Ensure effective management of documentation and records as defined within the customers' document retention strategy by informing customers of past due dates.
- Assisted with preparing and presenting business proposals to both existing and new potential customers.
Customer Service Representative
Mango 5
Cape Town
07.2016 - 12.2016
- Resolved customer complaints in a timely and satisfactory manner, resulting in a 60% increase in customer loyalty.
- Trained and mentored new call centre representatives on customer service policies, procedures, and best practices.
- Utilised customer relationship management (CRM) systems to track and manage customer data effectively.
- Analysed customer service data to identify trends, leading to actionable improvements in service processes.
- Drafted performance reports to summarise customer service metrics and inform management decisions.
Customer Service Agent
iiNet Dimension Data
Cape Town
09.2014 - 11.2014
- Engaged with customers across multiple channels to address inquiries and support needs.
- Acknowledged and resolved customer complaints effectively, fostering trust and loyalty.
- Delivered accurate solutions to customer issues promptly, enhancing customer satisfaction.
- Developed and implemented process improvements that streamlined customer service operations and improved customer experience.
- Maintained comprehensive knowledge of products offered.
Education
Senior Certificate -
Newton Technical High School
Port ElizabethSkills
- Customer Experience
- Customer Satisfaction
- Customer Service
- Relationship Management
- Stakeholder engagement capability
- Operations
- Management
- Process Improvements
- Data Integrity
- CRM
- Problem Solving
- Critical Thinking
- Time Management
- Leadership
- Communications
- Accounting
Languages
English
IsiXhosa
Certification
BUILD Talent Development Program for Future Trainer
References
References available upon request.
Timeline
Fleet Relations Manager
TTEC Volkswagen Group
05.2025 - Current
Customer Relation Manager
TTEC Volkswagen Group
10.2023 - 04.2025
Customer Service Trainee
TTEC Volkswagen Group
06.2023 - 09.2023
Customer Service Agent
TELEPERFORMANCE SA
09.2020 - 09.2022
Customer Service Consultant
Discovery Health Medical Scheme
11.2017 - 05.2019
Customer Service Representative
Mango 5
07.2016 - 12.2016
Customer Service Agent
iiNet Dimension Data
09.2014 - 11.2014
Senior Certificate -
Newton Technical High School