Sitheni Ndlovu
Summary
Operations professional with significant experience driving customer satisfaction and efficiency improvements. Skilled in process optimization, team leadership, and strategic planning. Strong focus on collaboration and adaptability, ensuring seamless operations and high-quality service delivery. Known for problem-solving abilities and effective communication.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Operations Manager, Customer Experience
Woolworths Café
07.2022 - Current
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolve staff member conflicts, actively listen to concerns, and find appropriate middle ground.
- Maintain sanitation standards and devise training for all employees to maintain costs.
- Cross trained and mentored staff, enhancing team performance and operational knowledge.
- Developed and implemented improved checkout processes, reducing wait times for customers.
- Supervised daily operations, ensuring efficient customer service and cash handling procedures.
Customer Service Manager
Woolworths Café
04.2018 - 06.2022
- Developing comprehensive training programs for new hires, ensuring seamless integration into the team and increased productivity.
- Established lasting partnerships with vendors through strong relationship-building skills and negotiating favorable terms that benefited all parties involved.
- Led customer service operations, ensuring adherence to quality standards and operational excellence.
- Developed and implemented training programs, enhancing staff performance and service delivery.
- Reduced response times for customer inquiries by creating efficient workflows and prioritizing tasks.
- Streamlined communication channels between management and team members, improving response times to customer inquiries.
Café Manager
Woolworths Café
03.2018 - 12.2012
- Improved customer satisfaction by implementing efficient service procedures and staff training.
- Trained café employees to consistently exceed customer's expectations and provide superior service.
- Established a welcoming atmosphere maintaining high standards of cleanliness and presentation throughout the café.
- Maximized profitability through cost control measures, including mindful purchasing decisions and labor management.
Restaurant Manager
Spur Steak Ranches
01.2008 - 11.2012
- Managed daily operations to ensure high-level efficiency, consistency, and quality food and service.
- Correctly calculated inventory and ordered appropriate supplies.
- Met, greeted, and encouraged feedback from all customers and used feedback to implement positive changes within the restaurant.
- Monitored inventory of supplies and purchase orders to maintain adequate stock levels.
- Increased restaurant revenue by optimizing table turnover rates and enhancing menu offerings.
- Quickly identified problem situations and skillfully resolved incidents to the satisfaction of involved parties.
Education
Diploma - Human Resources Management
ALLISON
10.2023
Diploma - Workplace Safety and Health
ALLISON
10.2023
Skills
- Team leadership
- Operational efficiency management
- Coaching expertise
- Business management
- Long-term strategic planning
- Policy development and implementation
- Efficient scheduling
- Exceptional customer service
- Customer acquisition
- Building customer relationships
Accomplishments
- Supervised a team of 30 staff members.
- Earned the Best Customer Service Team Award in 2022 and 2024 for resolving conflicts effectively.
Certification
- HR related issues
- Customer complaints course
- Beverage training - Coffee, smoothies, and fresh juices
- Hygiene and safety
- Certificate in 7 habits of highly effective management
- Certificate in A- Z Training of managers
- Certification in complaints handling course
- Certification in Front of house management
Hobbies
Hiking, Reading, Traveling
Languages
English
Advanced (C1)
Xhosa
Upper intermediate (B2)
Timeline
Operations Manager, Customer Experience
Woolworths Café
07.2022 - Current
Customer Service Manager
Woolworths Café
04.2018 - 06.2022
Café Manager
Woolworths Café
03.2018 - 12.2012
Restaurant Manager
Spur Steak Ranches
01.2008 - 11.2012
Diploma - Workplace Safety and Health
ALLISON
Diploma - Human Resources Management
ALLISON