Zanele Ndlovu

• Client liaison - taking on queries where clients request assistance from a manager; • Liaising with/assisting VIP clients;

• Monitoring calls, live chats, missed chats, emails, message Centre, WhatsApp groups; • Delegate duties to payments staff;

• Assisting on WhatsApp groups where necessary; • Ensuring timeframes are adhered to;

• Checking daily stats and sending to managers;

• Monitor staff progress/performance on a regular basis;

• Brief staff on issues; how to handle issues and how improve responses;

• Monitor the floor i.e.: ensure department is fulfilling roster and general duties; • Reshuffling duties when agents are absent/volumes are too high;

• Drafting department rosters when needed; • Assist with the interview process of new hidings;

• Assisting with admin duties for HR: Requisitions, offers, introductions, organizing training, sending monthly roster changes, sick and annual leave;

• Training manuals; • Settling of credit clients - check, amend, follow ups in bi-weekly meeting; • Monitor staff progress/performance on a regular basis;

• Deposit Audits Checks;

• Assist staff with service providers related issues;

• Ensuring banners are uploaded on main and mobile websites when banks/payment platforms are experiencing issues;

• Testing main and mobile sites when payment issues arise;

•Performance KPI

• Update/amend internal policies and procedures for Payments; • Attend meetings when needed; • Deal with banks where needed.

• Reduced employee turnover through effective communication, regular feedback, and promoting a positive work environment.
• Mentored junior staff members, fostering professional development and career growth opportunities within the company.
• Cultivated an environment of teamwork by encouraging collaboration among team members from diverse backgrounds and skill sets.
• Managed a team of skilled professionals to achieve key performance indicators consistently.
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• Managing team schedules, balance workload distribution and adapt to changing business needs.
• Acting as a bridge between frontline staff and senior management.
• Report on performance Regularly assessing performance and offering constructive feedback.
• Foster employee growth and development.
• Additionally, Mediate conflicts, promoting a harmonious work environment conducive to productivity and collaboration.
• In essence, I play a pivotal role in orchestrating the dynamics of my teams, driving performance, and fostering organizational success through effective leadership and management.
• Responsible for overseeing the day-to-day operations within the department or team.
• This includes ensuring that tasks are completed efficiently, deadlines are met, and quality standards are upheld.
• Process payments for clients.
• Provide help to clients who have payment questions or problems and explain processing procedures to them and ensuring that batches are balancing prior to releasing them.
• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
• Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
• Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
• Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
• Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
• Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.
• Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.

• Accurately recording customer wagers and ensuring proper procedures are followed.
• Explaining different betting markets, odds, and rules to customers.
• Processing payments, making change, and ensuring accurate record keeping.
• Being friendly and helpful to customers, resolving issues, and providing excellent service.
• Ensuring the betting shop is clean and organized, and that all equipment is functioning properly.
• Adhering to all relevant betting regulations and procedures.
• Staying up-to-date on new betting products, systems, and trends.