Tshedi Masuhlo
Member Experience Manager
East London
Summary
Dynamic leader with a proven track record at Virgin Active, enhancing member satisfaction through innovative strategies and exceptional communication. Skilled in data entry and member retention, I led teams to significantly improve customer relations and operational efficiency. Expert in fostering teamwork and professionalism, my approach resulted in measurable achievements in service quality and team performance. I'm also a second in command in case the club general manager is absent. I've undergone certain trainings with the company to improve my leadership skills and be able to provide staff with trainings.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Member Experience Manager
Virgin Active
08.2019 - Current
- Developed and executed data-driven plans for continuous improvement in the member experience journey.
- Led a team of Service Ambassadors and Club v attendants to achieve consistently high levels of member satisfaction and loyalty.
- Established metrics to evaluate the success of various initiatives aimed at improving the overall member experience.
- Implemented innovative solutions that addressed emerging trends in customer behavior, driving continuous improvement in overall satisfaction scores.
- Providing trainings for all staff to improve customer service and brilliant basics for smooth access procedure to our facilities.
- Second in charge in the absence of Club General Manager.
- Championed the adoption of new technologies and tools that made it easier for members to access services, communicate with the organization, and get the support they needed.
- Managed a team of customer service representatives, ensuring consistent delivery of exceptional member experiences.
Clerk
Hellmann Worldwide Logistics
07.2017 - 03.2019
- Maintained filing system and organized customer documents for easy retrieval of information.
- Enhanced office organization with regular maintenance of files, records, and supplies inventory.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Ensured confidentiality of sensitive documents through proper storage methods and restricted access control implementation.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Maintained a professional atmosphere within the office setting through effective communication skills and polished presentation abilities.
- Reduced errors in data entry through rigorous attention to detail and double-checking work.
Sports Coordinator
Elundini Municipality
01.2015 - 04.2015
- Implemented innovative marketing strategies to raise awareness about the sports program within the community at large.
- Coordinated sports events successfully, ensuring timely scheduling, venue preparation, and equipment availability.
- Mentored junior staff members providing guidance support throughout their professional development journey.
- Fostered an inclusive environment that encouraged participation from diverse backgrounds within the sports program.
- Cultivated a strong community presence for the sports program by actively engaging with local schools, clubs, and organizations.
- Negotiated with sponsors to secure funding and equipment for team, enhancing overall quality of sports program.
- Managed logistical arrangements for away games, ensuring seamless travel and accommodation for team.
- Promoted a culture of sportsmanship, teamwork, and respect among athletes, coaches, and spectators by consistently enforcing ethical standards.
Education
Sport Management - Sports
Durban University of Technology
Durban 04.2001 -
High School Diploma -
Lehana Sss
Mount Fletcher, South Africa 04.2001 -
Skills
Exceptional communication
Member retention strategies
Brand representation
Event planning support
Problem-solving abilities
Data entry proficiency
Multitasking Abilities
Customer Relations
Team building
Professionalism
Employee Training
Additional Information
REFERENCES
Mr Khaya Dalicuba- Club General Manager
Virgin Active
0219113732/ 0717260404
Mr Lindokuhle Nkambule- Supervisor
Hellmann Worldwide Logistics
0710662457
Mr Masonwabe Mdingi- Manager
Elundini Municipality
0722236810
Timeline
Member Experience Manager
Virgin Active
08.2019 - Current
Clerk
Hellmann Worldwide Logistics
07.2017 - 03.2019
Sports Coordinator
Elundini Municipality
01.2015 - 04.2015
Sport Management - Sports
Durban University of Technology
04.2001 -
High School Diploma -
Lehana Sss
04.2001 -