Thola Mdluli
Durban
Summary
Strategic Corporate Communication professional and current Honours in Digital Leadership candidate with a Bachelor of Commerce. Expert in reputation management, stakeholder engagement, and brand alignment across large-scale regional operations. Proven ability to translate complex operational challenges into clear, empathetic, and strategic messaging. Adept at identifying emerging trends to mitigate reputational risk and leveraging digital leadership principles to strengthen organizational integrity.
Overview
18
18
years of professional experience
Work History
Customer Service Advisor | Retail & Customer Operations Liaison
THE SPAR GROUP LTD
Durban
01.2017 - Current
- Reputation Management: Successfully led the resolution of complex stakeholder complaints across KwaZulu-Natal and the Eastern Cape, resulting in a significant and sustained reduction in regional complaint volumes.
- Strategic Liaison: Act as a critical communication bridge between regional operations managers, store owners, and the public to ensure transparent and efficient problem-solving.
- Brand Advisory: Consult with retail store managers on service excellence best practices, ensuring local operations align with national brand standards and corporate values.
- Trend Analysis: Evaluate customer feedback and complaint data to identify systemic risks, presenting strategic recommendations to management that optimized communication protocols.
- Risk Mitigation: Manage high-priority escalations and sensitive cases, restoring stakeholder confidence and effectively mitigating potential social media and PR fallout.
Receptionist / Administrative Liaison
THE SPAR GROUP LTD
Durban
01.2016 - 01.2017
- Internal Communication: Facilitated seamless communication and document flow between the Sales and Marketing departments to support cross-functional goals.
- Corporate Representation: Served as the primary brand ambassador, maintaining a professional corporate image for high-level executive visitors and stakeholders.
Store Manager
DEBONAIRS PIZZA
Durban
01.2008 - 01.2012
- Operational Excellence: Oversaw daily store operations and brand compliance, ensuring high-quality service delivery during peak pressure periods.
- Team Leadership: Mentored and coached staff on interpersonal communication and conflict resolution to maintain a positive work environment and service standards.
Education
Bachelor of Commerce Honours - Digital Leadership
MANCOSA
12-2026
Bachelor of Commerce - Corporate Communication
MANCOSA
12-2023
Higher Certificate - Marketing
MANCOSA
12-2022
Skills
- Canva
- Microsoft Office Suite
- PowerPoint
- Digital Strategy
- Crisis Communication
- Professional Report Writing
- Digital Fluency
- Analytical Thinking
- Emotional Intelligence
- Conflict Resolution
Custom Section
Canva (Visual Design), Microsoft Office Suite (PowerPoint for Strategic Reporting), Digital Strategy, Crisis Communication, Professional Report Writing, Digital Fluency, Analytical Thinking, Emotional Intelligence, Conflict Resolution
References
Available upon request.
Timeline
Customer Service Advisor | Retail & Customer Operations Liaison
THE SPAR GROUP LTD
01.2017 - Current
Receptionist / Administrative Liaison
THE SPAR GROUP LTD
01.2016 - 01.2017
Store Manager
DEBONAIRS PIZZA
01.2008 - 01.2012
Bachelor of Commerce Honours - Digital Leadership
MANCOSA
Bachelor of Commerce - Corporate Communication
MANCOSA
Higher Certificate - Marketing
MANCOSA