Yenthusheko Cretacious Mashila
Randburg,Gauteng
Summary
Customer service manager with background in service leadership roles. Coordinates daily operations through strategic staff and resource planning. Knowledgeable about industry trends and focused on remaining ahead of competitors by proactively meeting evolving consumer demands.
Overview
14
14
years of professional experience
8
8
years of post-secondary education
Work History
Customer service manager
Eskom
Johannesburg, Gauteng
04.2022 - Current
- Maintained up-to-date activity records for reliable reporting and analysis.
- Implemented personal development programmes to enhance staff capabilities and satisfaction.
- Received and resolved customer complaints escalated by staff.
- Maintained excellent health and safety standards for continued compliance.
- Recruited high-performing, reliable staff for improved team productivity.
- Established bespoke quantitative models, developing strategic intent into quantifiable process improvements.
- Monitored processes and procedures, making sure that the company met compliance regulations.
Customer relations supervisor
Eskom
Vereeniging, Gauteng
11.2019 - 03.2022
- Scheduled staff and delegated assignments to adequately cover operational and project requirements.
- Set office policies and procedures to keep team members coordinated.
- Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.
- Maintained high standards of accuracy and quality in data entry and recordkeeping.
- Developed and implemented work plans and budgets to include appropriate strategies, activities, timelines and performance indicators for supporting community development.
Project assistant
Eskom
Randfontein, Gauteng
09.2017 - 10.2019
- Coordinated statistical data analysis, design and information flow.
- Trained external customers on SMART metering usage
- Ensured client satisfaction by acting as main point of contact, providing regular reporting and project updates.
- Managed client expectations by ensuring clear, accurate definition of project scope.
- Minimised project risk by identifying potential issues and developing appropriate contingency plans.
Customer service agent
Eskom
Randfontein, Gauteng
06.2013 - 09.2017
- Acted as first point of contact for customer issues and queries.
- Delivered consistently excellent customer service to guarantee positive company experiences.
- Addressed and resolved customer complaints in line with company guidelines and within target timeframes.
- Assisted customers with billing queries and enquiries
- Maintained a positive relationship between Eskom and its customers
- Advised customers on efficient electricity usage and safety tips
Senior clerk
Eskom
Nigel, Gauteng
03.2010 - 05.2013
- Maintained excellent client satisfaction by providing professional, courteous customer service.
- Supported staff with administrative needs for photocopying, faxing and filing.
- Kept adequate office supplies on hand to support staff and business requirements.
- Supported executive leadership and office staff in managing operational workflow.
Data Capturer
Standard Bank of Southern Africa
Johannesburg, Gauteng
08.2009 - 02.2010
- Verified documents and associated records to catch and resolve discrepancies.
- Maintained office files in both electronic and hard copies.
- Processed cards applications
Education
Master of Business Administration - Business Management
MANCOSA
Johannesburg, Gauteng 07.2023 -
Post graduate diploma - Project management
MANCOSA
Johannesburg, Gauteng 02.2019 - 12.2020
BCom Degree - Business management
UNISA
Johannesburg, Gauteng 01.2017 - 06.2018
Higher National Diploma - Marketing
VUT
Vanderbijlpark, Gauteng 01.2003 - 06.2007
Skills
- Sales strategies
- Customer relations
- Personnel training and development
- Effective problem solver
- Employee management
- Customer service
- Negotiation expert
- Quality Assurance and Control
- Exceptional interpersonal communication
- SAP and ERP system knowledge
- Adherence to high customer service standards
- Technical support
- Call centre operations
- Budgeting and reporting
- Research and due diligence
- Process improvement specialist
- Performance management
- Inter-department collaboration
Languages
English
Native
Afrikaans
Elementary
IsiZulu
Fluent
Xitsonga
Native
Sesotho
Fluent
Timeline
Master of Business Administration - Business Management
MANCOSA
07.2023 -
Customer service manager
Eskom
04.2022 - Current
Customer relations supervisor
Eskom
11.2019 - 03.2022
Post graduate diploma - Project management
MANCOSA
02.2019 - 12.2020
Project assistant
Eskom
09.2017 - 10.2019
BCom Degree - Business management
UNISA
01.2017 - 06.2018
Customer service agent
Eskom
06.2013 - 09.2017
Senior clerk
Eskom
03.2010 - 05.2013
Data Capturer
Standard Bank of Southern Africa
08.2009 - 02.2010
Higher National Diploma - Marketing
VUT
01.2003 - 06.2007
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