Open to opportunities

Mbuso Ntshingila

@mbusontshingila

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Customer operations and leadership expert with a proven track record.

South Africa

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What I'm looking for

I seek a role that fosters growth, values customer satisfaction, and encourages strategic innovation.

I am a customer operations and leadership expert with extensive experience in managing and resolving customer complaints for large-scale organizations. My solutions-oriented approach has enabled me to guide professionals and business owners toward the best services and resources tailored to their needs. With a proven track record of identifying business opportunities and developing winning strategies, I have consistently driven business growth and improved customer satisfaction.

Throughout my career, I have successfully led the execution of service transformation strategies, enhancing Net Promoter Scores (NPS) and customer satisfaction metrics. My expertise spans various domains, including customer service, managed services, operations management, and enterprise sales operations. I excel at developing strategic relationships with business partners and stakeholders, ensuring that I bring leadership, marketing, time management, and relationship-building strengths to every role I undertake.

Experience

Work history, roles, and key accomplishments

Operations Customer Service Manager

Vodacom South Africa

Aug 2017 - Apr 2024 (6 years 8 months)

Managed the end-to-end escalation process, achieving a 95% resolution rate for high-priority customer issues. Developed escalation criteria and collaborated with cross-functional teams to enhance process efficiency and reduce resolution times. Provided insights to the CEO's office and led a dedicated escalation management team.

Customer Service Escalation Management Process Improvement Cross Functional Collaboration Data Analysis Team Leadership Customer Satisfaction Strategic Planning

Strategic Client Services Specialist

Vodacom South Africa

Mar 2009 - Aug 2017 (8 years 5 months)

Developed standardized processes for managing high-priority accounts, improving retention rates. Streamlined ticketing workflows and organized client engagement events to enhance relationships and boost upsell revenue.

Client Relationship Management Process Improvement Customer Retention Event Management Workflow Optimization Sales Strategy Customer Satisfaction Team Collaboration

Business Operations Support Manager

Vodacom South Africa

Apr 2014 - Mar 2015 (11 months)

Automated operational processes to reduce turnaround times and implemented quality control measures. Led change management initiatives and utilized analytics tools for strategic planning.

Process Automation Quality Control Change Management Data Analytics Strategic Planning Operational Management

Customer Support Agent

America Online (AOL)

Feb 2005 - Jun 2006 (1 year 4 months)

Resolved 95% of customer support inquiries on the first attempt, contributing to a significant rise in customer satisfaction. Provided insights to product teams for user experience enhancements.

Customer Support Problem Solving User Experience Communication Skills Technical Troubleshooting Customer Satisfaction

Personal Loan Sales Representative

People Bank

Mar 2004 - Jan 2005 (10 months)

Surpassed sales targets through proactive lead generation and relationship building. Achieved high customer satisfaction by delivering tailored financial solutions.

Sales Strategy Lead Generation Customer Relationship Management Upselling Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

WITS Business School

Certificate of Competence, Leadership

2023 - 2023

Completed a High Impact Leadership program, focusing on enhancing leadership skills and competencies over a duration of 460 hours.

WITS Business School

NQF Level 6 Certificate, Operations Management

2018 - 2018

Completed Vodacom Operational Training, which provided 50 credits at NQF Level 6, focusing on operational excellence and customer service management.

North-West University

NQF Level 6 Certificate, Technology Management

2016 - 2016

Completed the Technology & Enterprise Management Program, earning 60 credits at NQF Level 6, which emphasized technology integration in business operations.

Vector High School

National Senior Certificate, General Education

1991 - 1996

Completed the National Senior Certificate (NSC) with subjects including English, SiSwati, Economics, and Business Economics. Achieved varying grades across subjects, demonstrating a foundational understanding of both language and economic principles.