Thabani Ndlovu

Experience

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  Dan Murphy's

  Aug 2016 - Aug 2019

  Customer Experience Manager
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  Jack and Co.

  Sept 2019 - Aug 2021

  Customer Experience Manager

  Within this role, I foster brand loyalty by engaging customers with our brand and building a customer-centered culture that prioritises exceptional service and personal connections. This focus on creating lasting impressions has been pivotal in enhancing customer loyalty and satisfaction.I boost the business's bottom line by strategically recruiting, training, and coaching team members on product knowledge, effective use of technology, and sales techniques. By delivering superior customer service, I ensure our team is equipped to meet customer needs effectively. Additionally, I collaborate with suppliers to design and implement customer journey mapping programs that enhance the in-store experience, creating an inviting atmosphere that aligns with customer expectations.I have successfully managed the rollout of new service programs, including HeyYou, Deliveroo, and Uber Eats, ensuring smooth integration with store operations and enhancing convenience and accessibility for our customers. By creating a supportive and engaging work environment, I have significantly improved team morale and engagement, resulting in reduced staff turnover and a positive in-store customer experience. Through comprehensive training and coaching programs focused on customer interaction and service standards, I have driven improvements in overall customer satisfaction, earning recognition for my leadership and customer service achievements. Show less

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  DinnerByT

  Mar 2020 - now

  Business Owner

  As the Owner and Operator, I actively engage customers through various social media platforms, implementing content marketing strategies, promotions, and direct interactions to enhance brand awareness, attract new clients, and foster relationships with existing customers. My focus on delivering a premium in-home dining experience sets us apart, as I provide personalised, high-quality meal preparation and presentation, ensuring each client receives tailored, memorable five-star service.I collaborate with suppliers to create an inviting and positive dining atmosphere, designing customer engagement initiatives such as menu tasting events and cooking masterclasses. These initiatives not only enhance customer interaction but also increase product visibility and strengthen our community presence. By leading marketing and promotional planning efforts, I organise events and activities that boost brand exposure, drive customer loyalty, and support overall business growth through innovative and engaging experiences.Through a commitment to excellence and a passion for culinary creativity, I strive to provide an exceptional dining experience that keeps clients returning, ultimately contributing to the success and reputation of the business. Show less

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  Fiducian Financial Services

  Mar 2021 - now

  Client Services Officer

  As a Client Services Officer, I provide essential support to business Financial Planners and team members in various client-related matters, including invoicing, work-in-progress management, and IT-related issues. My role ensures seamless service delivery, facilitating the smooth operation of client projects and enhancing overall efficiency. I expertly manage and coordinate client appointments and schedules, optimising planners' time while ensuring clients receive timely communication regarding their appointments.I oversee the management of all mail, both electronic and physical, ensuring that correspondence is promptly distributed to clients or internal staff, thereby enhancing communication efficiency. Additionally, I perform inbound and outbound calls to existing and prospective clients, addressing inquiries and providing information to strengthen client relationships, contributing to overall client satisfaction and retention.In support of directed marketing initiatives, I coordinate seminars, distribute client newsletters, and manage email campaigns, effectively increasing client engagement and promoting our services. During client appointments, I assist with various tasks, including photocopying and word processing, while ensuring client comfort, thereby enhancing the overall client experience. I also regularly update client portfolios in preparation for reviews, maintaining accurate and current information to facilitate informed discussions between clients and financial planners. By maintaining comprehensive client details, investments, review dates, and other relevant information in our financial planning CRM system, I ensure data integrity and enable efficient access to client information for planning purposes. Show less