Thandeka Luthuli

• Responding to customer needs through competent customer service and prompt problem-solving
• Resolving concerns with products or services to help with retention and drive sales
• Cross-training and providing backup support for organizational leadership
• Investigate and resolve accounting, service, and delivery concerns
• Train new staff personnel regarding company operations, policies, and services
• Address customer complaints and mitigate dissatisfaction by employing timely and on-point solutions
• Log calls information and solutions provided into the internal database
• Analyze customer feedback for process improvements to achieve long-term business objectives
• Leverage sales expertise to promote products and capitalize on up sell opportunities
• Training new employees on best practices and customer care procedures to eliminate inefficiencies.

• Assist students in understanding and learning subject material from the course
• Reviewing curricula topics and assignments
• Developing and distributing teaching materials to supplement classroom lessons, including study guides
• Responsible for creating learning strategies, evaluating development needs, designing and delivering training programs
• Teaching skills to improve academic performance, including study strategies, note-taking skills and approaches to answering test questions
• Conducting practice tests to track progress identify areas of improvement and help set goals for exam preparation
• Building meaningful connections with students from diverse backgrounds
• Instructing students both in person and over video chat
• Diagnosing student needs through active listening techniques and questioning strategies.

• Develop the yearly brand plan to co-create ATL & BTL campaigns that will deliver against the strategic priorities for the brand
• Translate marketing insights and analysis of key issues and opportunities into clear & compelling Brand Plans which will be implemented
• Generate brand relevant insights from all touch points; including market & internal analytics, competitive intelligence, consumer behavior and turn these into compelling propositions to improve brand's health (volume, power score, profit)
• Execution of paid media campaigns to ensure brand narrative is communicated across all touch points
• Deliver regular reports of campaign results, including forecasting, media planning, promotion tracking, and marketing investment spend, brand health and share tracking with relevant stakeholders
• Produce weekly & monthly performance reports to help identify, course correct issues during campaign planning, roll out and launch phase
• Ensuring clear understanding of brand/s portfolio and SKU mix performance
• Accountable for fit-for-purpose POS
• Achievements:

- Successfully launched Castel Milk Stout Clan Beats campaign driving 50% growth for the brand

- Drove shift in the power score for Castle Milk Stout from 1.7% - 2.4% in 2019 & 2020.

• Perform ad-hoc research activities for Brutal Fruit, Redd's & Castle Milk Stout (Monthly competitor activities, trade visits)
• Management of suppliers and agencies to ensure seamless campaign executions
• Conduct in-trade campaign assessments, course correct and maximize opportunities
• Distributed advertising and marketing collateral to store locations
• Attended monthly meetings representing all brand-related regions for corporate management
• Strengthened outreach by coordinating events to maximize marketing initiatives
• Achievements: Achieved or surpassed monthly and yearly sales goals consistently
• Acquired, developed and frequently serviced three new accounts
• Successful launch of a crowd-sourcing platform to help the company contribute new ideas.

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
• Handled customer issues with confidence, using complex problem-solving, up selling, and providing effective resolutions
• Suggested add-on services in a form of up selling, and cross-selling, that would be helpful to customers and improve service offerings
• Applied advanced customer service skills and knowledge of systems on daily basis
• Managed over 50 clients, including walk-in customers and customer calls per day
• Informed customers of service specials, completion times and service expenses to provide exemplary customer service
• Maintained high customer satisfaction standards to meet or exceed targets
• Escalated incidents to the next level to remain compliant with the company's standards and procedures
• Achievements: Trained a total of 30 staff members on operating procedures and company services
• Effectively handle customer transactions, balance daily cash, ATM, and vault inventory with a 0% error rate.