Success Mathebula

Operations Support Manager

Old Mutual - PF

09.2006 - Current

Enhanced team productivity by providing ongoing training and development opportunities.
Developed strong relationships with vendors to negotiate favorable pricing and contract terms.
Increased operational agility through effective planning, forecasting, risk mitigation strategies.
Coordinated employee schedules, optimizing staffing levels to meet fluctuating workload demands without compromising service quality or efficiency.
Conducted regular performance reviews, setting clear expectations and providing constructive feedback to support staff growth.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Collaborated with team members to develop best practices for consistent customer service delivery.
Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.