Duduzile Mazibuko

Experience

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  Benoni Eastern Methodist Church

  Mar 2009 - Sept 2009

  Administrative Secretary

  Schedule a meeting and arrange appointments as needed for Minister and other officials. Type and print the Sunday bulletinsDesign the monthly newsletter.Answer the telephone and give assistance or forwarding the call to the appropriate staff personKeep church records as assignedType and print the Sunday bulletinDesign the monthly newsletter FaxingPrinting

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  Verimark (PTY) LTD

  Nov 2011 - Oct 2013

  Sales Promotions Specialist

  Promoting various Verimark Products Actively demonstrating what’s on promotionMerchandisingEnsuring the product is within the Verimark standardI.e.: Label is visible and corresponds with the productEnsure Verimark stand is visually pleasing.Ordering stock.Stock Taking.Meeting set targets

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  Avon Justine

  Jan 2014 - Mar 2020

  Sales Representative

  Recruiting Sales Reps.Demonstrating and also Sourcing potential customers who can benefit from the latest beauty products that the company offers.Providing skincare solutions for everyday use for the whole family.

• 

  Vumatel

  Feb 2016 - Aug 2022

  As a Quality Assurance/Quality Control Manager, I spearheaded the establishment and management of the Quality Assurance Department, cultivating a culture of excellence and continuous improvement. I conducted thorough performance analyses to identify areas for enhancement, implementing targeted policies to elevate product and service quality.I ensured unwavering compliance with quality standards and regulatory requirements across all processes, maintaining the integrity of operations. Additionally, I developed and implemented scorecards to track key performance indicators (KPIs), driving data-informed decisions to optimize quality outcomes.Through comprehensive trend analysis, I identified emerging patterns and introduced innovative strategies to align quality standards with client expectations. I provided actionable feedback to teams, facilitated specialized training programs, and supervised the completion of quality assessments to foster continuous improvement and maintain high standards of quality control. Show less As a Call Centre Manager, I successfully managed the daily operations of a national call centre, overseeing workflows, processes, and capacity planning to ensure efficient and effective service delivery. I developed and implemented strategic plans for training, process improvements, and hardware requirements, ensuring alignment with business objectives.I led a dynamic team of call centre agents, offering guidance, support, and performance feedback to drive productivity and enhance customer satisfaction. Through continuous monitoring of key performance indicators (KPIs), such as call volumes, average handling time, and customer satisfaction scores, I made data-driven adjustments to optimize performance.I managed staffing levels to ensure optimal resource allocation and maintained service quality during fluctuating call demand. Additionally, I coordinated cross-functional initiatives with various departments, including sales and customer service, to align call centre activities with broader business objectives.I upheld industry regulations and company policies, ensuring compliance and maintaining high standards of service delivery and professionalism. Show less

  • Quality Assurance Quality Control Manager

    Jan 2021 - Aug 2022

  • National Call Center Manager

    Feb 2016 - Dec 2020
• 

  Zoom Fibre

  Jul 2022 - now

  As a Service Delivery Manager, I oversee and manage the end-to-end service delivery process, ensuring seamless integration of customer service across multiple channels. I develop and implement strategies aimed at optimizing service delivery operations, enhancing both customer satisfaction and operational efficiency.I lead a team of dedicated service delivery professionals, providing clear direction, training, and regular performance feedback to foster high levels of productivity and service excellence. Through continuous monitoring and analysis of key performance metrics such as customer satisfaction scores, resolution times, and service level agreements (SLAs), I identify areas for improvement and implement effective corrective actions.Collaboration is key to my approach, working closely with cross-functional teams, including sales, support, and operations, to align service delivery processes with the company’s overall business objectives. I ensure strict adherence to company policies, quality standards, and regulatory requirements, maintaining a high level of compliance and service integrity.In addition, I implement and manage continuous improvement initiatives, introducing innovative solutions to meet the evolving needs of our customers and to elevate the overall service delivery experience. Show less As a leader in the telecommunications sector, I successfully led and managed the national omni-channel strategy, integrating customer interactions across multiple channels, including door-to-door sales, telesales, and customer service. I developed and executed a comprehensive expansion and capacity plan that optimized team performance and enhanced operational efficiency across all channels.I supervised and guided a national team, providing training, coaching, and ongoing performance feedback to ensure alignment with company goals and customer expectations. By analyzing customer data and interaction patterns across channels, I made data-driven decisions that significantly enhanced customer experience and satisfaction.Collaboration with cross-functional teams, including marketing, sales, and customer support, was a key aspect of my role, ensuring a cohesive and consistent customer journey. I regularly monitored and reported on key performance indicators (KPIs) for each channel, using insights to refine strategies and achieve business objectives.Additionally, I spearheaded initiatives focused on retentions, ensuring high customer retention rates through targeted strategies and personalized customer interactions, contributing to long-term customer loyalty and business growth. Show less

  • Service Delivery Manager

    Nov 2023 - now

  • Omni Channel Manager

    Jul 2022 - Nov 2023