SINAZO NDLWANA

Manage Daily Customer Services Operations

• Ensure information systems and operating platforms within Customer Service are fully functional daily, and any issues/non-conformances are reported to the relevant person/s timeously
• Manage Customer Service SLA’s
• Oversee Customer Services systems utilization

Order Fulfilment

• Ensure that all incoming orders received in Customer Service are processed effectively within SLA and in line with Customer Services standard procedures
• Manage account “on hold” as per Customer Service standards
• Ensure that all export orders are in line with exports regulation/standards
• Improve order accuracy

Customer Query Management

• Ensure that all customer queries received are resolved effectively and accurately within the agreed timelines
• Ensure all credits approvals are in line with internal processes
• Manage customer accounts recons process with the team

Reporting

• Manage Customer Services Daily and Weekly and Monthly reporting
• Oversee back-order reporting to internal and external customers
• Track, manage and improve overall Customer Service accuracy and efficiency levels
• Manage daily Customer Service transactions
• Manage Customer Service performance

Customer Engagement

• Determine customer service requirements by building coalition with internal and external customers
• Oversee the management of customer’s delivery expectation through daily random telephonic updates to customers
• Build sustainable relationships and trust with customers through open communication

Pricing & Filing

• Oversee prices and discount in the system as agreed with the commercial team
• Distribute and communicate updated price lists amongst the team
• Oversee Customer Service teams daily and monthly filing

Team Engagement

• Ensure team perform in line with quality monitoring standards and Customer score metrics
• Ensure effective coaching can be delivered in both 1:1 and team-based sessions
• Demonstrating a strong understand of Customer Service
• Manages ongoing performance in line with Performance Management structure and Training

Customer Service Standards

• Develop and Standardise Customer Service workflow and procedures.

• Improve and maintain customer service excellence by reducing complaints
• Resolve escalated client complaints efficiently and timeously
• Provide support/advice to the Virtual Sales and Support Consultants ensuring the Virtual support and contact centre equipment is working effectively
• Hold staff briefing sessions if anything is not working correctly through conducting regular test calls throughout the day
• Compile and submit weekly and monthly reports
• Ensure all information is included on weekly and monthly reports (including Team Dynamics, Themes, KPI's etc.)
• Analyses the reports in order to make recommendation for improvements
• Perform onboarding for new staff members and monitor their performance during their probation period
• Conduct performance management functions to ensure effective running of the contact centre.

• Coaching and mentoring of Team: Identifying training needs and ensuring adequate training and coaching takes place
• Develop the team through motivation, counseling, sales techniques and product knowledge education
• Manage sales goals and conversion targets: Setting, tracking and reporting individual sales targets for each call center agent within the sales team
• Team operational performance, monitoring and reporting: collating and effectively utilize reports for performance management of department KPI's
• Conduct regular performance reviews with team and address any under performance in line with Company policies and procedures
• Resourcing, capacity (people / infrastructure / systems), optimization and utilization: Ensure that the team has the resources and tools to perform what is expected of them
• Communicate roles and responsibilities to the team, business processes, methodologies, systems, standards, policies and procedures: Implement and monitor systems, processes and SOPs
• Develop and implement programs and procedures to improve productivity (efficiencies) Customer Service: Promote excellent customer service with in team and across the wider business.

• Contributed to the development of operational and channel support strategies policies and procedures resulting to a new department being opened to ensure compliance with NCAA operational activities is practiced
• Executed daily course of action for the team to achieve objectives and recommended solutions to save day-to-day operational plans
• Oversee daily activities of team and determined task required to deliver required output timorously - within SLA
• Created alignment with my stakeholders on contentious issues and demonstrated an understanding of the impact on the end customer
• Produced accurate and timeouts reports and analysis.

• Customer Services SME - Customer First projects - Involved steering team through ever changing operations environment and change management of operationalizing roll-out of innovation to technical and functional systems and processes
• Customer SiReCo Customer Online Application projects - project management team as WFS adopted new culture of Simple Rewarding Convenience as a customer value proposition
• Project Managed overall activity of 7 team members, during an 8 weeks PILOT campaign at Woolworth's stores that resulted to turn around time reduced to 24 hours
• Provided training of income assessment to Woolworth's stores consultants on NCAA legislation requirements -for better work experience and contribute to their learning and development
• Created report for top level company executive and provided recommendation - on performance during Pilot campaign at stores
• Identified existing conflict and created resolution between Woolworth's stores and head offices aimed at resolving customers disputes: and Complaints handling management process and responding to all mobile services and web related queries.

• Coordinated student filling information and data management for students studying towards education degree
• Carried out background research and presenting findings on various bursaries across the country and recommend better funding for university students
• Reviewed calendars for department personnel, arranging meetings, conferences, teleconferences and other general administration functions
• Carried administration function of ordering stock distributing of minutes to DEAN and senior lectures.

• Collaboration of clients and internal teams to deliver results on projects deadlines for Metropolitan Health group rewards and recognition programme
• Developed strategy on projects to ensure they run smoothly by tracking project progress and provide timely communication project risks and opportunities
• Resolved financial queries if extra budget was needed to complete a project for various scheme Metropolitan schemes across the country
• Developed a Business Case to ensure projects remains aligned to projects vision, goals and objectives requested ensuring we deliver against customer brief, track, monitor and report on completed task.

• Generated sales and interest -by work to engage the customer and ask questions that keep the conversation going regarding RCS products
• Made initial contact with prospect and once interest is established responsible for sale from start to finish
• Meeting monthly and quarterly sales goals in accordance with goals.