Tumisang Gololo

Experience

• 

  UTI-Mounties division

  Apr 2010 - Jun 2011

  Contact centre consultant

  I facilitated the coordination of credit card deliveries to both corporate entities and individual clients. Additionally, I managed incoming client calls and liaised with banks to uphold service level agreements pertaining to the delivery process.

• 

  Discovery Holdings

  Jul 2011 - Sept 2014

  Customer Service Specialist

  In my primary role, I provide dedicated support to Discovery Platinum and Purple cardholders, addressing inquiries and concerns related to their cards utilizing the Hogan system, an FNB platform. Additionally, I serve as a point of contact for standard card agents, offering assistance with member inquiries and providing manager callbacks when necessary. I am also responsible for managing urgent escalations and handling manager calls for members seeking direct communication with leadership.Furthermore, I contribute to the process of limit increases and provide coaching to consultants facing challenges in member assistance. Within my division, I am recognized as a culture and quality champion, consistently delivering high-quality work and fostering a positive and collaborative environment among fellow consultants. Show less

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  Vitality

  Sept 2014 - Oct 2015

  Service Support consultant

  Offering assistance to brokers and Business Development Managers in expanding the business and ensuring timely activation of cases.

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  Discovery

  Oct 2015 - Mar 2017

  Marketing Consultant

  Utilized diverse communication channels to enhance product engagement and drive brand awareness.Devised comprehensive Social Media strategies aimed at promoting engagement and generating sales opportunities.Orchestrated the planning, execution, and oversight of marketing campaigns in collaboration with external stakeholders.Generated original content and curated messaging for various communication platforms, ensuring consistency and effectiveness.Conducted in-depth data analysis to inform reporting presentations, providing stakeholders with insights into communication performance.Collaborated closely with the product owner to facilitate the successful implementation of the Balance health programme for Bankmed.Reviewed and refined communication and training manuals to streamline the onboarding process for the Balance programme. Show less

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  Vitality

  Sept 2017 - Aug 2021

  Identify, assess, and rectify discrepancies and deficiencies within the quality system processes. Conduct thorough inspections, monitoring procedures, and accurate documentation of quality-related data pertaining to production activities to facilitate operational efficiency.Conduct audits on existing controls and performance monitoring mechanisms to evaluate their efficacy. Collaborate with the QA Manager in devising, implementing, and overseeing the company's adherence to internal control protocols.Formulated business cases to introduce enhanced Quality Assurance auditing systems, enhancing overall operational quality.Collaborated with the learning and development team to revise training manuals and presentations in alignment with current legislation updates.Oversaw capacity management and task distribution within the Quality Assurance team, ensuring optimal utilization of resources.Maintained production continuity throughout migration phases within the Quality Assurance team's purview. Show less Diligently identify, assess, and rectify any deviations or defects within the quality system processes. Conduct meticulous inspections, monitoring procedures, and thorough documentation of quality-related data pertinent to production activities, thereby facilitating operational efficiency.Conduct audits on existing controls and performance monitoring mechanisms to gauge their effectiveness. Collaborate closely with the QA Manager in devising, implementing, and overseeing the company's compliance with internal control protocols.Offered valuable support in crafting compelling business cases aimed at enhancing auditing systems, thereby contributing to improved operational efficacy.Provide assistance to the learning and development team in updating training manuals and presentations to align with current legislative requirements. Show less Facilitating stakeholders in resolving product technical escalations by conducting thorough investigations and addressing the root causes of process failures.Overseeing the resolution of back-end issues related to wellness benefits.Identifying and troubleshooting product process failures to ensure smooth operations.Collaborating with the line manager to develop and refine standard operating procedures.Updating marketing materials and product information across the business landscape.Developing frameworks to streamline training procedures for new projects within the UK Vitality domain.Coordinating with the marketing team to craft scripts for the outbound client engagement team.Assisting in identifying and rectifying consultant errors to maintain quality standards.Delivering clear and concise presentations to communicate pertinent information to relevant stakeholders. Show less

  • Senior Quality Assurance Consultant

    Jun 2020 - Aug 2021

  • Quality Assurance Auditor

    Jul 2019 - Jun 2020

  • Vitality Specialist

    Sept 2017 - Jun 2019
• 

  BASF

  Aug 2021 - now

  Overall responsibility for the profitability including sales, cost control, and the efficient operational running of the Gauteng regionMonitor and control the sales team, ensuring they meet sales targets and objectivesProvide leadership and management to direct reports through effective objective setting, delegation, and communicationProvide guidance and support to the sales representatives, including advising on pricing and quotation strategiesManage customer allocations and ensure efficient customer segmentationOversee sales reports and customer analysis to identify trends and opportunitiesFoster strong customer relationships, addressing grievances and ensuring exceptional service deliveryCollaborate with the Technical department to resolve customer and technical issuesHave regular one-on-one meetings with the reps to discuss their portfoliosEnsure reps and techs are aware of new products/technologiesStrategise and develop effective sales plans to drive revenue growthSupport the credit control team chase up of all outstanding debtors to collect monies owing.Foster healthy relations with Credit Risk Management teamDraft/Compile and manage rebate agreements and supply agreements.Implement and enforce company policies, procedures, and compliance standards Show less Overseeing the overall advertising and sales strategy for the specific business unit.Coordinate marketing efforts with the company’s financial and branding goalsIgnite and drive growth and strategic planning by grooming the organisation into the digital age with the support of the local and global team.Leading and managing BASF Coatings services traditional marketing efforts with thorough knowledge of marketing principles, brand, product and service management.Align all marketing activities, including SEO/SEM, content management, email, social media and display advertising campaigns with the approved regional strategy.Review and adapting user journey experience to support regional goals.Measure and report performance of all marketing campaigns (traditional and digital), and assess analytic feedback against goals (ROI and KPIs)Align all regional marketing touch points (digital and traditional) to speak in one voice.Manage industry influencers and association communications. Show less Developed and executed integrated marketing strategies to promote BASF Coatings brands, resulting in successful launch of new product Glasurit 100 Line and a customer based Sustainability iniitiativeLed a team of marketing professionals in planning and implementing multi-channel marketing campaigns, including digital, print, and events.Conducted market research and analysis to identify target audiences, consumer insights, and competitive trends, informing strategic decision-making.Managed marketing budgets, allocated resources effectively, and optimized spending to achieve maximum return on investment (ROI).Collaborated cross-functionally with sales, product development, and customer service teams to align marketing efforts with overall business objectives.Monitored campaign performance, analyzed key performance indicators (KPIs), and prepared regular reports for senior management, demonstrating marketing effectiveness and ROI.Led the development and management of digital products, overseeing the entire product lifecycle from ideation to launch and beyond.Conducted market research, gathered user feedback, and analysed data to identify opportunities for product improvement and innovation.Worked closely with cross-functional teams including product development, design, engineering, and marketing to prioritize features, define product roadmap, and ensure successful product delivery.Implemented Agile methodologies and best practices to drive efficient product development processes and deliver high-quality digital products on time and within budget.Collaborated with stakeholders to define product requirements, user stories, and acceptance criteria, ensuring alignment with business goals and user needs.Monitored product performance metrics, conducted A/B testing, and iterated on features to optimize user experience and achieve business objectives. Show less

  • Regional Sales Manager

    Jun 2024 - now

  • Regional Marketing Manager

    May 2023 - Jun 2024

  • Senior Digital Solutions and Communication Specialist

    Aug 2021 - Dec 2023