Hi, I’m
Usiba Octovia
Johannesburg South
Summary
Skilled Customer Service Manager with a Diploma in Human Resource Management seeking to transition into Human Resources management roles. Strong background in team leadership, employee engagement, and organizational development. Experience in the retail sector has honed ability to manage diverse teams, resolve conflicts effectively, and implement strategies that enhance both employee performance and customer satisfaction. Passionate about creating positive workplace environments that foster growth and productivity. Goal is to contribute to organization's success by driving effective HR practices, supporting staff development, and ensuring seamless administrative processes. Eager to bring unique combination of HR education and practical management experience to forward-thinking organization where can grow and make meaningful impact.
Overview
16
years of professional experience
Work History
Pick 'n Pay Corporate store-Mall of the North
Customer Service Manager
05.2012 - 06.2023
Job overview
- Resolved customer complaints and inquiries promptly, maintaining a high level of customer satisfaction and loyalty
- Analyse the weekly customer complaints report and develop actionable plans to resolve issues effectively
- Ensured compliance with store policies, including returns, exchanges, and discounts, while maintaining fairness and consistency
- Collaborated with merchandising teams to ensure product availability and resolve customer-related sales issues
- Served as the primary point of contact for employee concerns, resolving conflicts and fostering a positive work environment
- Implemented engagement initiatives to boost morale and maintain high levels of employee satisfaction
- Identified training needs and coordinated ongoing development programs to enhance employee skills and productivity
- Conducted performance reviews and provided feedback to support professional growth
- Initiate and coordinate community and social responsibility initiatives that align with the company's values and goals
- Built partnerships with non-profits and community organizations to support the company's CSR objectives and enhance brand visibility
- Designed CSR-focused events, sponsorships, and volunteer programs to foster community goodwill and positive brand association
- Conduct daily floor checks to monitor the availability and quality of key product lines, ensuring stock levels align with promotional and operational needs
- Communicate any out-of-stock items to senior management to facilitate timely restocking
- Ensured adherence to labor laws, health and safety regulations, and company policies
- Managed employee files, attendance records, Occupational Health and Safety file, Food Safety Files, Injury on duty File, and Incident Investigator File to maintain accurate and secure documentation
- Promoted a safe work environment by enforcing safety standards and conducting regular audits on Occupational Health and Safety and Food Safety
- Managed workplace incident reports and injury on duty files, ensuring compliance with reporting protocols
- Administered verbal and written warnings in accordance with company disciplinary procedures
- Documented all warning discussions and issued notices to maintain accurate records for future reference
Pick n Pay Corporate Store-Quagga Centre
Float Office Clerk
08.2007 - 04.2012
Job overview
- Prepare and collect the cash float in strict accordance with established float office security procedures
- Accurately complete and maintain the float book, ensuring self-control measures are consistently applied
- Issue change to cashiers in a timely and accurate manner, adhering to cash handling protocols
- Sell vouchers to cashiers, ensuring proper documentation and transaction procedures are followed
- Conduct float and petty cash reconciliation (where applicable), ensuring all records are accurate and discrepancies are promptly addressed
- Ensure full adherence to float and cash office security procedures at all times, maintaining a secure environment for cash handling
- Comply with all relevant float and cash office policies and procedures to safeguard the integrity of cash operations
- Answer the switchboard professionally, directing calls to appropriate departments or taking messages as needed
- Ensure efficient and clear communication with both internal and external stakeholders through proper call management
Education
STADIO Higher EducationKrugersdorp, Gauteng
Diploma from Human Resource Management
01.2020 - 6 2024
Oxbridge AcademyStellenbosch, Western Cape
Bridging certificate from Business Management
01.2018 - 12 2018
Damelin CollegePretoria, Gauteng
Certificate from Pastel Accounting
01.2008 - 12 2008
Skills
Excellent Communication and interpersonal skills
Client Service and Time management
Multitasking
Proficient with POS Systems
Analytical and logical reasoning
Leadership and management
Computer Literacy and Microsoft Office
Teamwork and Collaboration
Administration and Organization
Activities
- Participating in social Activities
- Research
- Physical Exercise
- Keeping up with current affairs
- Travel
Timeline
STADIO Higher Education
Diploma from Human Resource Management
01.2020 - 6 2024
Oxbridge Academy
Bridging certificate from Business Management
01.2018 - 12 2018
Customer Service Manager
Pick 'n Pay Corporate store-Mall of the North
05.2012 - 06.2023
Damelin College
Certificate from Pastel Accounting
01.2008 - 12 2008
Float Office Clerk
Pick n Pay Corporate Store-Quagga Centre
08.2007 - 04.2012