Tholakele Mbongwa
Operations Specialist
Durban,KZN
Summary
Creative Operations Specialist skillful in executing effective operating rhythms and management systems structures. Expertise in analyzing, articulating and solving various problems. Analytical and organized professional comfortable working independently or as part of team.
Overview
11
11
years of professional experience
Work History
Operations Administrator
Hollywoodbets
03.2019 - 05.2021
- Liaise with Business Partners and Operations for order numbers and approvals.
- Facilitate domestic flights and accommodation bookings.
- Consolidation and distribution of daily, weekly and monthly reports.
- Follow up and submission of Tax Invoices to finance.
- Planning of IBranch Team Support hours monthly for submission to payroll.
- Planning of special events such as the Annual Strategy Session.
- Submission of IBranch AOD’s.
- Keeping track of all IBranch managers credit cards.
Marketing and Training Assistance
Hollywoodbets
02.2018 - 03.2019
- Work closely with Area Managers to meet required targets.
- Plan marketing campaigns/promotions/events with the assistance of the Area Manager and regional marketing Team.
- Facilitate promotional activities.
- Ensure marketing material is available and in good condition for all campaigns. All campaigns/promotions should be completed successfully and professionally.
- Measure the effectiveness of promotions.
- Organize continuous training to ensure sales agents understand the different betting types, betting process
Quality Assurance Coach
Hollywoodbets
01.2016 - 02.2018
- Reduced defect rates by collaborating with cross-functional teams to improve manufacturing processes.
- Developed job-specific competencies and performance standards.
- Trained and mentored new personnel hired to fulfill call centre agents roles.
- Established and maintained quality control standards.
- Provided coaching and mentoring to call centre clerks.
- Provided training sessions on effective use of testing tools, leading towards improved skills among teammates.
- Maintained up-to-date knowledge of industry standards, ensuring all products met or exceeded requirements.
Operations Specialist
Hollywoodbets
05.2021 - Current
- Assist, support and advise Regions on all aspects of iBranch Operations.
- Communicate new procedures/ Circulars/ Memos to iBranch Regional Departments.
- Support with all internal audit queries and liaise directly with Audits Team, ensuring audit queries
- Assist with stock control of marketing items within regions.
- Plan and roll out of marketing campaigns/ strategies with Regional teams.
- Roll out of marketing campaigns to the Regions.
- Request monthly breakdown of expenses from various departments.
- Review relevance and accuracy of expenditure per region and business unit by line item.
- Analyse promoter productivity and ensuring performance review processes are followed.
- Report on iBranch performance by region or outlet encompassing sales through to net profit level.
- Requesting of order numbers for travel.
- Booking of local travel and obtaining of best pricing.
- Daily, weekly, monthly reporting to IBranch Ops Manager.
- Daily reporting to Ops Support Manager on daily reports, audit reports and news flashes from Retail and Ibranch.
- •Ordering of new TM items on take on and dealing with Stock.
- Actively promote the Hollywood values. Live the values and lead as an example to the team.
- Assist where possible with projects and events.
Betting Support Centre
Hollywoodbets
06.2014 - 01.2016
- Streamlined the betting process for better efficiency by maintaining up-to-date knowledge of racing schedules and odds.
- Handle queries from all branches and the helpline.
- Recorded number of tickets cashed and amount paid out after each race or event.
- Laying bets for VIP Clients.
- Assist Oddsmaker with live betting and pricing of racing.
- Prepare racing schedule in advance.
Call Center Clerk
Hollywoodbets
02.2013 - 06.2014
- Increased customer satisfaction by providing timely and accurate betting assistance.
- Assisted customers in understanding betting options, resulting in confident wagering decisions.
- Built strong relationships with regular clients, developing trust through consistent quality service.
- Delivered fast-paced service during high-stakes events, processing bets with accuracy under pressure.
Education
National Senior Certificate -
Ridge Park College
04.2001 -
Skills
Problem-solving aptitude
Operations coordination
Time management abilities
Team Collaboration
Timeline
Operations Specialist
Hollywoodbets
05.2021 - Current
Operations Administrator
Hollywoodbets
03.2019 - 05.2021
Marketing and Training Assistance
Hollywoodbets
02.2018 - 03.2019
Quality Assurance Coach
Hollywoodbets
01.2016 - 02.2018
Betting Support Centre
Hollywoodbets
06.2014 - 01.2016
Call Center Clerk
Hollywoodbets
02.2013 - 06.2014
National Senior Certificate -
Ridge Park College
04.2001 -