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Customer Service Manager

Location:
Durban, KZN, South Africa
Salary:
R8000.00+
Posted:
January 14, 2018

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THULANI ANDREW NGCOBO

083-*******

CURRICULUM VITAE

THULANI ANDREW NGCOBO

Mpumalanga Township

Hammersdale

3699

Contact Number: 083-****-***

Fax Number : 086-****-***

Email Address: ac3034@r.postjobfree.com

Skype Address: ac3034@r.postjobfree.com

PERSONAL INFORMATION

Date of Birth 25 September 1986

Identity Number 860-***-**** 081

Passport Yes

Race Black

Gender Male

Nationality South African

Marital Status Single

Healthy Status Excellent

Home Language Zulu

Other Language English

Criminal Offence None

Geographic Mobility Willing to Relocate International Personal Summary

I am a mature, positive and hardworking individual, who always strives to achieve the highest standard possible, at any given task. I posses excellent communication skills and I have the ability and experience to relate to a wide range of people. I enjoy learning new things, I can work very well under pressure and to handle customer complaints and solving problematic situations. Personal Qualities

Self-motivated

Creative

Punctual and Decorous

An eye for detail, Ability to Identify Erroneous Information and Correct it.

Duty Conscientious Person & Emblematic

Ability to work under pressure

Skills

Management and Leadership Skills

Communication Skills (Verbal & Non Verbal)

Problem Solving Skills

Dexterity

Computer Literacy

Computer Experience

2011 to 2013 (3 Years) Elangeni Fet College

2013 to 2015 (15 Months) Department of Social Development

03 March 2015 to 01 July 2015 (4 Months) Mega Super Spar.

01 July 2015 to date, Pharmacy at Spar Internet

Computer Programmes

Good typing speed.

Working in Microsoft Excel.

Working in Microsoft Word.

Working in Microsoft Access.

Working in Microsoft Power Point.

Working in Microsoft outlook

Computer Windows

Windows 2003

Windows 2007

Windows 8.1

Windows 2010

EDUCATIONAL QUALIFICATION

Last School Attended : Durban Commercial College

Highest Grade : 12

Year : 2005

Subjects : IsiZulu

English

Mathematics

Accounting

Business Economics

Economics

TERTIARY EDUCATION

Name of Institution : Elangeni College

Campus : Mpumalanga Campus

Field of Study : Office Administration

Qualification : National Certificate

Duration : 2011 to 2013 (3 Years)

Student Number : 201*******

Levels : Levels 1, 2 & 3

SUBJECTS PASSED:

English First Additional Language

Mathematics

Life Orientation

Applied Accounting

Accounting Pastel

Business Practice

Office Practice

Office Data Processing

OTHER QUALIFICATIONS

Name of Institution : SESSA Training

Location : Westville (Durban)

Field of Study : Customer Service

Qualification : Certificate

Year : 2015

MODULES:

1. CUSTOMER SERVICE.

Type of Customers

Importance of Customer Service

Indicator & Consequences of Poor Customer Service

Advantages of Good Customer Service

Disadvantages of Poor Customer Service

Results of Poor Customer Service

Principles of Customer Service

2. EXCEPTIONAL CUSTOMER SERVICE

Customer Expectations & Exceeding Them

Golden Rules in Providing Exceptional Customer Services

How to provide exceptional Customer Service

7 Step F-Formula

Practical Tips

Personal Appearance

Roles of the Team

3. COMMUNICATION

Customer Communication

Listening Skills

Non – Verbal communication / Body Language

Verbal Communication

Conversations on the Telephone

Express yourself clearly & Professionally

The Do’s of Communication

The Don’ts of Communication

Barriers of Communication

4. PROBLEM SOLVING SKILLS

P.O.C.A

Customer Conflict Management

Monitor & Adapt to Customer

Name of Institution : SESSA Training

Location : Westville (Durban)

Field of Study : Personal Assistant

Qualification : Certificate

Year : 2015

Name of Institution : SESSA Training

Location : Westville (Durban)

Field of Study : Junior Management & Supervising

Qualification : Certificate

Year : 2015

MODULES:

1. MANAGERS & MANAGEMENT

2. VISION, MISSION, VALUES & GENERAL PRINCIPLES

3. MANAGEMENT FUNCTIONS

Leadership

Planning

Organisation

Control

4. GENERAL MANAGEMENT SKILLS

Decision-Making

Conflict Management

Time Management

Effective Communication

Report Writing

Interviewing Techniques

Effective Meetings

EMPLOYMENT HISTORY

Name of Company : Pharmacy at Spar Internet Café

Position : Manager

Duration : 01 July 2015 To 07 April 2017

DUTIES:

Acknowledge all guests with a friendly smile and responding to their needs and special requests.

Taking payments from customers via cash.

Entering purchases into cash register then calculating total purchases price.

Responsible for accurate and timely allocation of cash.

In charge of daily cashbook management

Recording of money received and paid out.

Undertaking till balancing & administrative activities in an efficient manner.

Resolving customers complaints

Sorting, counting, and wrapping currency and coins.

Compiling and maintaining monetary and also non-monetary reports and records.

Balancing cash in till receipts.

MAIN DUTIES

Strong time management and organizational skills

Ensuring the flow of the company is running smooth at all times

Liaising with internal stakeholders and External stakeholders

Good strategic plan

Organising meetings

Weekly and Monthly report

Financial Administration (Journalising)

Identifying a potential of sales

Keeping of the company records

Empower the team to satisfy customers and resolved problems

Providing feedback, information and suggestions to a Senior Manager.

Working within an agreed time frame

Approving and disapproving a staff work schedule changes.

Execute special customer orders via telephone

Trace the technical problems and solve them

Procure the supplies for the café.

Receiving, Monitoring of Stock and cash float in the business

Teach and Training new staff

FLOOR ADMINISTRATIVE DUTIES

Photocopying, Printing, Typing, Laminating, Scanning PHARMACY KNOWLEDGE

Front Shop Assistant

Receiving Stock

Capturing of into the system

Cashiering

Dispensing Medication

KNOWLEDGE AND SKILLS

Spread sheet and Power point.

Email and Internet software

Ability to prioritize, plan and coordinate work activities

Strong time management and organizational skills.

Excellent customer service and organizational.

Public speaking, written and verbal communication skills

Administrative and Customer survey.

EMPLOYMENT HISTORY

Name of Company : Mega Super Spar (Retail)

Department : Deli

Position : Driller

Duration : 03 March 2015 to 01 July 2015

Reason for Leaving : New job.

DUTIES:

Greeting customers according to organizational standard

Responding to customers enquiries on daily basis.

Resolving customer’s complaints.

Drilling Meat and preparing different meals for the customers on daily basis.

Pricing meals according to retail standard and remove outmoded meals from counters.

Checking temperate on food counter one to counter five from 10:00 am to 15:00 pm on daily basis.

Updating cleaning register for officials from the 1st of the month till the last day of the month.

Ensuring cleaning duties are well maintained within the department.

Ensuring the oil is checked and changed in the drilling machines.

Weighing food for customers on the scale and pricing food for customers.

Assisting supervisor on stock take every Sunday, calculating the gross profits. MACHINE OPERATED

Chicken penny hen machine

Food Warmer and Drilling Ovens

Combo steam

WORK EXPERIENCE

Name of Employer : Department of Social Development (Government) Mpumalanga Service Office

Position : Admin Student

Programme one

Programme two

Programme three

Programme four

Duration : from 03 December 2013 to 27 February 2015 Reason for Leaving : End of In-service training.

DUTIES:

Attending to routine office correspondence.

Rendering advice to the Manager.

Compiling weekly planner for Manager.

Receiving document delivered to the section.

Ensuring all staff within the directorate is notified on time about meetings.

Ensuring effective and efficient communication within the directorate as well as with other stakeholders.

Recording incoming and outgoing correspondence and documents.

Follow-up on return date.

Updating notice board.

Archiving file and other credence documents.

Open new files according to organisational standard for new clients

Tracing missing files per work station.

Assisting clerk registry.

Issuing food vouchers to destitute people.

Assisted Management in shortlisting for Community Care Givers.

Assisted in training new students for in-service training. PROVIDE ADMINISTRATIVE SUPPORT TO THE DIRECTORATE BY:

Typing official correspondence from Management and Staff.

Typing of officials Reports / Statistics.

Typing of minutes of the meeting

Operate Switch board.

Answering telephone with good telephone manners.

Direct calls to respective officials.

Take and distribute message.

CONTROL PETTY CASH AND OFFICE REVENUE AND PAYROLL

Compile stats for revenue monthly and submit to regional office.

Collect payroll from regional office before pay date of officials and submit approved payroll to regional office.

Collect revenue for private telephone calls monthly and receipting thereof. CONTROLLING AND SUBMISSION OF LEAVE FORMS TO REGIONAL OFFICE WEEKLY

Receive leave forms from supervisors on daily basis.

Typing covering letters & submit to Service Office Manager for Approval

Submit approved leave forms to regional office at least once a week.

Updating the leave register once a weak.

Submit leave forms to registry for filing or do the filing if the registry clerk is off duty or on leave.

MAINTENANCE OF ADMINISTRATION REGISTERS

Maintenance of asset register.

Maintenance of leave form.

Maintenance of official attendance registers.

Maintenance of payroll register.

Maintenance of incoming mail register.

Maintenance of outgoing mail register.

Maintenance of outgoing and incoming calls register.

Maintenance of manager visitors register.

MAINTENANCE OF STORES AND INVENTORY MANAGEMENT

Barcode all assets within the department.

Receiving and distribute all assets

Monitor correctness of assets allocation every Friday per work station in the entire office.

Assets disposal

Compile monthly reports inventory management and submit to regional office.

Issuing of store consumables vs stationery / domestic consumables to officials as they requested and make sure the internal requisition is signed by the official and supervisor before issuing the requested item from the store room.

ASSISTING TRANSPORT OFFICER

Filing official trip sheet, traffic fines daily and ensure the state vehicle register is signed by the official before He / She take a trip.

Booking for state vehicle that need to go to a service.

Typing exit authority for state vehicle that need to go for panel beaters.

Compiling monthly and monthly and quarterly stats.

Arranging traffic files according to order at least twice a week. COMPUTER SKILLS

Good typing skill and speed.

Working in Microsoft Excel.

Working in Microsoft Word.

Working in Microsoft Access.

Working in Microsoft Power Point.

Working in Microsoft outlook.

TELEPHONE SKILLS

Good telephone manners.

Verbal communication in both languages English and isiZulu.

Circumstantial to client about services the organisation provides.

Giving directions to clients and stakeholders.

Resolving clients complaints and calming down angry clients OPERATING OFFICE MACHINERY.

Photocopier machine

Fax machine

Shredder machine

MEETINGS ATTENDED

Orientation programme.

Office administration staff meeting.

Batho Pele meeting.

8 Minutes meeting for staff that takes place every Mondays and Sundays in the board room within the department.

Foster care management meeting with SASSA, CSS & Social Development. WORKSHOPS AND TRAINING ATTENDED

Batho Pele.

Consultation with Department of Finance for 2014 – 2015 Procurement plan.

Workshop on landline policing.

CERTIFICATE OBTAINED FOR 15 MONTHS IN-SERVICE TRAINNING

Certificate of in–service training in the Department of Social Development.

WORK EXPERIENCE

Name of Employer : Divine touch fm 107.2

Department : News Department

Position : News reader and Journalist

Duration : 3 months (part time job)

Year : 2013

Reason for Leaving : ICASA had problems with our radio station. DUTIES.

Compiling reports.

Reporting Local Stories and National stories on air.

Searching for Events and local stories.

Reading news full bulletin and headlines.

INTERVIEWED EXCUTIVES MEMBERS

Deputy President of South Africa Mr CYRIL Ramaphosa on door to door campaign in Mpumalanga Township before National elections for 2014 and Mr Senzo Mchunu before he came a premier of Kwazulu Natal.

Former National President Joel Math Peterson of Fish and Forestry in abhor week in Mpumalanga regional stadium and Dr Me shack Hadebe, Mike Modise events Coordinator and Local counsellors.

Former President of ANC Youth league Mr Fikile Mbalula, Mr Senzo Mchunu and Provincial Convenor Mr Boyce Nontombeko in Durban Curries Fontein stadium in 67th Anniversary for ANC Youth League celebration.

REFERENCES

Name of Company : Pharmacy at Spar Internet Café

Name : Miss P Sithole

Position Held : Administrator

Contact Number : 031-****-***

Name of Company : Mega Super Spar

Name : Miss Bongiwe Ntshangase

Position : HR

Contact Number : 031-***-****

Name of Company : Mega Super Spar

Name : Mr Raymond Mthethwa

Position : Store Manager

Contact Number : 031-***-****

Name of Company : Department of Social Development Name : Mrs R.M Ntombela

Position : Service office Manager

Contact Number : 031-****-***/ 072-***-****

Name of Company : Department of Social Development Name : Mr P.S Makhathini

Position : Senior Office Admin Support

Contact Number : 031-****-***

Name of Company : Divine Touch fm community radio

Name : Mr Zakhele Dlamini

Position : Sport Manager

Contact Number : 073-***-****



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