Sifiso Khumbulani Dlamini
Operations Manager
Johannesburg
Summary
I am an experienced and effective Operations Manager bringing forth valuable industry experience and a passion for management. Result oriented with a proven track record of improving overall operations within a company or department. I adapt in analytical thinking, strategic planning, leadership, and the management of staff and procedures. Experience in leading staff members and evaluating projects progress to achieve results in a timely manner.
Overview
15
15
years of professional experience
Work History
Duty Manager
Merchants SA
- Managing Service Level Per intervals
- Sending Performance Updates
- Daily end shift Performance Report
- Managing Adherence
- Floor Management
- Liaise with WFM on agent Schedule Numbers
- Logging fault Tickets and Follow up on open& closed Tickets
Project Managing ( SME Champion )
Merchants SA
- Managing the use of new systems introduced by the client ( Tobi ) ensuring that all agents in the department understand the system and use it daily to improve customer experience and performance
- Finding new ways of making the customers life in terms of ensuring that their payment are done can be able to get all outstanding amounts closed off in real time by Sub Collection Department
- Making sure that the department gets real time support from other departments which help improves customer experience and service provided
- Working hand in hand with client site specialist to reach a common goal that is to give the best customer service to our consumers
Team Leader (BCP Business Continuity Plan)
Merchants SA
- Improving business performance
- Ensuring all processes are up to date and aligned with the client
- Improving customer service experience in the call Centre
- Ensuring that training material is up to date
- Providing support on floor
- Coaching and Motivating
Team Leader (Cancellation and Retention)
Merchants SA
- Assisting existing customers with cancelling their account
- Retaining existing customer
- Offering customers with Affordable deals and promotions
- Ensuring our customer relationship is always the best
Operations Manager
Merchants DD (Doordash)
11.2023 - Current
Operations Manager
Merchants SA
03.2022 - 10.2023
- Company Overview: Instacart International Account
- Develop and implement performance standards and procedural changes to drive productivity and quality
- Manage and evaluate workflow and productivity, making changes where necessary
- Maintaining extremely well organized records and handle all HR matters with confidentiality and the application of the company standards
- Effectively help to manage Human Resources concerns and department workflow
- Effectively direct and oversee staff, signing off schedules to meet the needs of the department as well as the needs of the employees
- Provide support to all employees
- Updating the clients with daily Performance
- Managing Business Performance
- Ensuring our contractual agreement with the client is met
- Instacart International Account
Operations Manager
Merchants SA
09.2020 - 03.2022
- Company Overview: Vodacom SA
- Develop and implement performance standards and procedural changes to drive productivity and quality
- Manage and evaluate workflow and productivity, making changes where necessary
- Maintaining extremely well organized records and handle all HR matters with confidentiality and the application of the company standards
- Effectively help to manage Human Resources concerns and department workflow
- Effectively direct and oversee staff, signing off schedules to meet the needs of the department as well as the needs of the employees
- Provide support to all employees
- Updating the clients with daily Performance
- Managing Business Performance
- Ensuring our contractual agreement with the client is met
- Vodacom SA
Team Leader
Merchants SA
05.2014 - 08.2020
- Company Overview: CellC
- Motivate and inspire team members
- Lead by setting a good example (role model) - behavior consistent with words
- Coach and help develop team members; help resolve dysfunctional behavior
- Facilitate problem solving and collaboration
- Strive for team consensus and win-win agreements
- Ensure discussions and decisions lead toward closure
- Maintain healthy group dynamics
- Intervene when necessary to aid the group in resolving issues
- Assure that the team members have the necessary education and training to effectively participate on the team
- Encourage creativity, risk-taking, and constant improvement
- Recognize and celebrate team and team member accomplishments and exceptional performance
- CellC
Inbound Call Centre Agent
Merchants
10.2012 - 04.2014
- Company Overview: Cell C
- Assisting with customer’s Accounts and Queries
- Servicing inbound and outbound customers
- Handling and resolving customers queries and complaints
- Overseeing resolution for escalations
- Data capturing
- Uploading and updating customer information
- Keeping knowledge abreast of all product knowledge within the business unit
- Maintain excellent customer experience
- Cell C
Inbound Call Centre Agent
Merchants
06.2010 - 10.2010
- Company Overview: Vodacom
- Assisting with customer’s Accounts and Queries
- Servicing inbound and outbound customers
- Handling and resolving customers queries and complaints
- Overseeing resolution for escalations
- Data capturing
- Uploading and updating customer information
- Keeping knowledge abreast of all product knowledge within the business unit
- Maintain excellent customer experience
- Vodacom
Education
Matric -NQF 4 - undefined
Harding Secondary School
Skills
Microsoft Office
Personal Information
- Available: 30 Day Notice Period
- ID Number: 8610185611082
- Date of Birth: 10/18/86
- Driving License: Yes
- Marital Status: Single
Racialgroup
African
References
- Nqobile Masombuka, Business Unit Call Centre Manager (Cell C KZN), 084 413 7667, ndipho@gmail.com
- Monica Armugam, Group Manager WNS (060 794 9048)
- Vipul Vaidya, Site Specialist and Project Manager, 082 998 42 57, vipul.vaidya@vodacom.co.za
- Morelle Heslop, Business Unit HR Officer (Cell C KZN), 062 700 6658, Morelle.Heslop@merchants.co.za
- Zenobia Francis, Business Unit Trainer (Cell C KZN), 062 1798221, zenobia.whitby@gmail.com
Timeline
Operations Manager
Merchants DD (Doordash)
11.2023 - Current
Operations Manager
Merchants SA
03.2022 - 10.2023
Operations Manager
Merchants SA
09.2020 - 03.2022
Team Leader
Merchants SA
05.2014 - 08.2020
Inbound Call Centre Agent
Merchants
10.2012 - 04.2014
Inbound Call Centre Agent
Merchants
06.2010 - 10.2010
Duty Manager
Merchants SA
Project Managing ( SME Champion )
Merchants SA
Team Leader (BCP Business Continuity Plan)
Merchants SA
Team Leader (Cancellation and Retention)
Merchants SA
Matric -NQF 4 - undefined
Harding Secondary School
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