Summary
Overview
Work History
Education
Skills
Personal Information
Volunteer Experience
Timeline
Generic
Unathi Mzilikazi

Unathi Mzilikazi

High Value Marketing Specialist
Durban

Summary

Sales and Marketing Specialist, Regional Vodacom Foundation Lead (CSI), Graduate Programme Ambassador, Service in Retail Senior Specialist, Project Management, Accounting, Supervisor, Team Leader, Coach, Call Centre, Quality Assessor and PA.

Overview

19
19
years of professional experience

Work History

Marketing Specialist

Vodacom (PTY LTD)
2 2019 - Current
  • Drive target related growth of sales and revenues within the specified area of distribution
  • Manage the enablement of the sales processes across channels
  • Ensure implementation and success of new products and services across channels and identify opportunities to drive product awareness
  • Monitor competitor activity and ensure gap closure through the development of competitor activity plans
  • Manage the distribution points in terms of products and services in the correct channel segments
  • Also drive Corporate Social Investment (CSI) in KZN
  • In conjunction with the Go-to-Market team, manage distribution channels with a focus area within the allocated cluster
  • Engage with different stakeholders in KZN for Foundation, sponsorship or trade exchange initiatives on a regional level (Media personnel, Councillors, Meyers and government officials)
  • Identify strategic marketing events to maximize profitability for area of responsibility, and liaise with GTM team to facilitate promotions, presence branding and recommend ATL marketing opportunities within the clusters distribution
  • Achieve the tNPS and NPS targets across all segments and channels
  • In collaboration with Go-to-Market, support and manage performance across distribution points/stores by analyzing, scores/data and opportunities to improve the customer Experience
  • Manage store operational compliance via field services and associated systems
  • Ensure policies are adhered to across distribution points/stores
  • Ensure governance and adherence of retail operating model
  • Plan, implement and manage recovery plans for underperforming stores within the region
  • Measure, Analyze and Report on a monthly basis on key activities, findings, learnings and areas of improvement and identify opportunities to improve sales and service within retail that will positively impact revenues, market share and customer experience
  • Provide executive management reports or other applicable or ad hoc reports that may be required
  • Provide a range of reports to ensure that agreed SLA’s and performance are measured and monitored on an ongoing basis
  • Support the implementation of all Retail capabilities and ensure this is maintained at all time as part of BAU
  • Engage and manage the relationships with various stakeholders – Vodacom Head Office, regions teams, suppliers and stores
  • Negotiate and collaborate to achieve the best results outcome that positively impact customer experience (NPS/TNPS/Trade Partners, etc)
  • Serve as the first point of contact Branded stored for escalations assistance
  • Ensure adherence of all channel to training requirements and that all training has been completed prior to rendering services
  • Drive and support Vodacom Academy on all training initiatives that need to be implemented and monitor performance
  • Ensure the trades knowledge levels are of the recommended standards - Identify Knowledge level gaps
  • Drive key findings/learning with Vodacom Academy to ensure better and optimal knowledge levels in trade
  • Ensure that field targets are achieved via the associated system
  • Ensure the use of all applicable systems required to manage the channels e.g
  • OBI
  • Drive Red Flag closures via the regional support structure/field teams
  • Ensure regional SLA targets are achieved by the Field team
  • Adhere to weekly visits and monthly call cycle
  • Ensure adherence and use of all digital capabilities, tools made available to render services
  • Adapt and embrace the use and implementation of digital system, process and/or innovative new technologies and solutions
  • Achievement against targets – revenue, connections, TNPS/net promoter score, operating model compliance and performance and value-added services.

Service in Retail Senior Specialist

Centerfield Software
05.2017 - 01.2019
  • Assist with onboarding of new partners, identify type of partner, and communicate the relevant legal agreement/addendum, X-Codes, coordinate training calendar/curriculum & access to systems
  • Assisting with foremost escalations from our head office/CEO/MD/ME/HOD relating to the store queries
  • Provide analytical and statistical data and reports in support of forecasting, planning and budgeting, controlling, reporting and modeling of commission plans for new Franchise Stores
  • Explore the trends, correlations, and root causes behind performance with predefined and ad hoc query and reporting against data aggregated from multiple sources
  • Ensure compliance of strategy Branded Retail to Channel and escalate non-compliance
  • Educate new Vodacom shop owners to Identify and explore innovative ways to enhance the Consumer Channel performance and marketing mix
  • Assist Franchise owners to maintain good communication and relationships with Branded Retail Channel
  • Ensure execution of and compliance to business rules
  • Make continuous contributions towards improvements at system, process and procedure level
  • Ensure that all processes and procedures implemented are aligned to the business performance framework
  • Work consistently according to standard operating procedures
  • Understand the quality standards of the job and the reason for these standards, and communicate these reasons to others
  • Understand and communicate the consequences of not maintaining quality focus to the Franchise owners
  • Identify processes and procedures where the quality of work may be improved
  • Analyze situations and take necessary action to ensure quality is maintained
  • Educate stakeholders and internal customers on the role of franchise stores and how they may contribute and add value
  • Identify trends/patterns pertaining to customer needs and filter this information through the correct channels
  • Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery
  • Execute banking and make sure that all variances are investigated prior to submitting to finance
  • Ensure that all consultants have proper training to all the systems that we are using
  • I.e Eppix, Customer 3D, Icap, M11, M11 Dealer, and VCP
  • Developing in-depth knowledge of new and existing relationship and business client's activities which makes it easier to identify opportunities and strategies to win new or further business
  • Servicing and managing product distribution and cross-sell within each business client to maximize profits and ROI
  • While following the process protocols to achieve service excellence I competitors pricing, products, and services to ensure that the client’s needs are met
  • Manage South African Airways hardware account in respect of timeous billing, handling queries, scheme utilization and profitability, reporting and relationship marketing
  • Operational management of existing schemes through effective review and regular report back to the client (SAA)
  • Setting up emails on the phones, tablets, and laptops
  • Examine customer complaints and make contact with customers and provide closure
  • Ensures optimal performance of both individuals and teams in order to achieve business objectives
  • Front of house training while monitoring consultant’s product knowledge and customer interaction
  • Verify that staff obtains their non-compliance follow-up and close returns and give admin support feedback
  • Supervise sick leave and unconstitutional nonattendance
  • Ensure that late coming and absence are reported timeously as per Performance Dialogue
  • Conduct training sessions, with post-assessments and feedback to all staff as and when indicated by the Manager
  • Compiling info mails to all staff on new technology and products
  • Congregate on a regular basis with Account Managers; Account administrators, Activity Based Global Managers, Insurance Account Manager to provide feedback and also to obtain instructions or actions
  • Arranging monthly schedule and make certain enough staff is available daily
  • Provide guidance and assistance to franchise managers regarding the resolution of queries
  • Provide general administrative support to the franchises
  • Assist franchises with troubleshooting on technical issues until resolved.

Account Manager (SAA Vodacom Corporate Store)

Centerfield Software
03.2016 - 04.2017
  • Manage South African Airways hardware account in respect of timeous billing, handling queries, scheme utilization and profitability, reporting and relationship marketing
  • Operational management of existing schemes through effective review and regular report back to the client (SAA)
  • Setting up emails on the phones, tablets, and laptops
  • Examine customer complaints and make contact with customers and provide closure
  • Ensures optimal performance of both individuals and teams in order to achieve business objectives
  • Front of house training while monitoring consultant’s product knowledge and customer interaction
  • Verify that staff obtains their non-compliance follow-up and close returns and give admin support feedback
  • Supervise sick leave and unconstitutional nonattendance
  • Ensure that late coming and absence are reported timeously as per Performance Dialogue
  • Conduct training sessions, with post-assessments and feedback to all staff as and when indicated by the Manager
  • Compiling info mails to all staff on new technology and products
  • Congregate on a regular basis with Account Managers; Account administrators, Activity Based Global Managers, Insurance Account Manager to provide feedback and also to obtain instructions or actions
  • Arranging monthly schedule and make certain enough staff is available daily
  • Provide guidance and assistance to franchise managers regarding the resolution of queries
  • Provide general administrative support to the franchises
  • Assist franchises with troubleshooting on technical issues until resolved.

Team Leader (Walk- In Customer Care) and Coach

Centerfield Software
04.2015 - 02.2016
  • Front of house training while monitoring consultant’s product knowledge and customer interaction
  • Verify that staff obtains their non-compliance follow-up and close returns and give admin support feedback
  • Supervise sick leave and unconstitutional nonattendance
  • Ensure that late coming and absence are reported timeously as per Performance Dialogue
  • Conduct training sessions, with post-assessments and feedback to all staff as and when indicated by the Manager
  • Compiling info mails to all staff on new technology and products
  • Congregate on a regular basis with Account Managers; Account administrators, Activity Based Global Managers, Insurance Account Manager to provide feedback and also to obtain instructions or actions
  • Arranging monthly schedule and make certain enough staff is available daily
  • Provide guidance and assistance to franchise managers regarding the resolution of queries
  • Provide general administrative support to the franchises
  • Assist franchises with troubleshooting on technical issues until resolved.

Team Leader (Walk- In Customer Care) and Coach

Vodacom (PTY LTD)
- 03.2015
  • Drive target related growth of sales and revenues within the specified area of distribution (cluster)
  • Manage the enablement of the sales processes across channels
  • Ensure implementation and success of new products and services across channels and identify opportunities to drive product awareness
  • Monitor competitor activity and ensure gap closure through the development of competitor activity plans
  • Manage the distribution points in terms of products and services in the correct channel segments
  • Also drive Corporate Social Investment (CSI) in KZN
  • In conjunction with the Go-to-Market team, manage distribution channels with a focus area within the allocated cluster
  • Engage with different stakeholders in KZN for Foundation, sponsorship or trade exchange initiatives on a regional level (Media personnel, Councillors, Meyers and government officials)
  • Identify strategic marketing events to maximize profitability for area of responsibility, and liaise with GTM team to facilitate promotions, presence branding and recommend ATL marketing opportunities within the clusters distribution
  • Achieve the tNPS and NPS targets across all segments and channels
  • In collaboration with Go-to-Market, support and manage performance across distribution points/stores by analyzing, scores/data and opportunities to improve the customer Experience
  • Manage store operational compliance via field services and associated systems
  • Ensure policies are adhered to across distribution points/stores
  • Ensure governance and adherence of retail operating model
  • Plan, implement and manage recovery plans for underperforming stores within the cluster/region
  • Measure, Analyze and Report on a monthly basis on key activities, findings, learnings and areas of improvement and identify opportunities to improve sales and service within retail that will positively impact revenues, market share and customer experience
  • Provide executive management reports or other applicable or ad hoc reports that may be required
  • Provide a range of reports to ensure that agreed SLA’s and performance are measured and monitored on an ongoing basis
  • Support the implementation of all Retail capabilities and ensure this is maintained at all time as part of BAU
  • Engage and manage the relationships with various stakeholders – Vodacom Head Office, regions teams, suppliers and stores
  • Negotiate and collaborate to achieve the best results outcome that positively impact customer experience (NPS/TNPS/Trade Partners, etc)
  • Serve as the first point of contact Branded stored for escalations assistance
  • Ensure adherence of all channel to training requirements and that all training has been completed prior to rendering services
  • Drive and support Vodacom Academy on all training initiatives that need to be implemented and monitor performance
  • Ensure the trades knowledge levels are of the recommended standards - Identify Knowledge level gaps
  • Drive key findings/learning with Vodacom Academy to ensure better and optimal knowledge levels in trade
  • Ensure that field targets are achieved via the associated system
  • Ensure the use of all applicable systems required to manage the channels e.g
  • OBI
  • Drive Red Flag closures via the regional support structure/field teams
  • Ensure regional SLA targets are achieved by the Field team
  • Adhere to weekly visits and monthly call cycle
  • Ensure adherence and use of all digital capabilities, tools made available to render services
  • Adapt and embrace the use and implementation of digital system, process and/or innovative new technologies and solutions
  • Achievement against targets – revenue, connections, TNPS/net promoter score, operating model compliance and performance and value-added services.

Call Centre Consultant (Retentions) and Coach

Vodacom Pty Ltd
07.2006 - 08.2007
  • Respond to incoming calls to the retention department accurately and professionally
  • Understanding the motive for customer’s frustration or extrication request and customer needs precisely
  • Applying persuading skills in conquering hostility and convincing customers to continue their contracts
  • Efficiently converse advice and recommendation define for the customer in contact for retention
  • Conducting or re-routing calls to related departments for resolution of inconvenience and implementation of actions for retention
  • Recording all retention occurrences accurately and with sufficient details in the appropriate tools available
  • Concluding calls by guaranteeing customer satisfaction and retention
  • Ensure an end to end process is persuaded in terms of query resolution
  • Innovating and proactively testing new retention arguments to generate insights on what works thus contributing to test & learn culture
  • Proactively up sell and cross sell Vodacom’s products
  • QA score achieved in calls received and entered data.

Personal Assistant

First National Home loans
10.2005 - 06.2006
  • Constructing and maintaining office systems, including data management and filing
  • Organize travel, visas and accommodation and, occasionally, traveling with the manager to take notes or dictation at meetings or to provide general assistance during presentations
  • Screening phone calls, inquiries and requests, and handling them when appropriate
  • Meeting and greeting visitors at all levels of ranking
  • Responsible for and maintaining diaries and making appointments
  • Dealing with incoming email, faxes and post, often corresponding on behalf of the manager
  • Documenting of transcription and minutes
  • Generating documents, briefing papers, reports, and presentations
  • Coordinate and attending meetings and ensuring the manager is well prepared for meetings
  • Liaising with clients, suppliers, and other staff.

Education

Master of Commerce in Programme Management -

Cranefield College

High Impact Leadership Certificate - undefined

Wits Business School

Postgraduate Diploma in Programme Management - undefined

Cranefield College

Programme in Commercial Acumen in Telecommunications - undefined

North West University

Advanced Diploma in Project Management - undefined

Cranefield College

Certificate in Radio presenting - undefined

Oncue Communications

Diploma in Accounting and financial computing - undefined

Rosebank College

Grade 12 - undefined

Jules High School

Skills

Relationship Building

Personal Information

Driving License: Code 8

Volunteer Experience

  • Vodacom Graduate Programme Ambassador
  • Vodacom Regional CSI Lead

Timeline

Service in Retail Senior Specialist

Centerfield Software
05.2017 - 01.2019

Account Manager (SAA Vodacom Corporate Store)

Centerfield Software
03.2016 - 04.2017

Team Leader (Walk- In Customer Care) and Coach

Centerfield Software
04.2015 - 02.2016

Call Centre Consultant (Retentions) and Coach

Vodacom Pty Ltd
07.2006 - 08.2007

Personal Assistant

First National Home loans
10.2005 - 06.2006

Marketing Specialist

Vodacom (PTY LTD)
2 2019 - Current

Team Leader (Walk- In Customer Care) and Coach

Vodacom (PTY LTD)
- 03.2015

Master of Commerce in Programme Management -

Cranefield College

High Impact Leadership Certificate - undefined

Wits Business School

Postgraduate Diploma in Programme Management - undefined

Cranefield College

Programme in Commercial Acumen in Telecommunications - undefined

North West University

Advanced Diploma in Project Management - undefined

Cranefield College

Certificate in Radio presenting - undefined

Oncue Communications

Diploma in Accounting and financial computing - undefined

Rosebank College

Grade 12 - undefined

Jules High School

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