Tshilidzi Precious Mavhunga

I am a Results-driven professional with 10 years experience in the FMCG space. I've passionately horned my expertise in sales, contact center operations, and customer service administration. My CV showcases an excellent track record of driving efficiency, process improvements in diverse office environments. I am Skilled in training, integrating new consultants within their working environment; managing SAP data, B2B portals, performance business reports for analysis & presentation purposes. I am experienced in recruiting; project management; contact center operations; business communication flow; quality assurance co-ordination and facilitating. I am an effective leader with a focus on cultivating a positive work culture and delivering operational excellence. 

My journey began 12 years ago at Multichoice PTY as customer service consultant for 2 years 3 months. I proceeded in working with additional leading brands such as Clover SA for 2 years six months as a tele-seller agent from 2014. In June 2017 I joined Danone SA for an Order management position until I was promoted to a Quality Assurance Co-Ordinator & Facilitator in 2019. In 2021 Danone retrenched and outsourced the contact center to Smollan Tshimedzwa solutions. The company requested that I join Smollan to take care of their Danone portfolio as a customer relations & operations Lead. I am currently still at Smollan leading a team of twelve  consultants. My primary focus is to continue exceeding expectations for customer service delivery while ensuring optimum brand impact.

I am proficient on SAP, ERMS, Various B2B Portals, Orsoft MASTERDATA workflow, Interaction Desktop phone system, Direct Hire, CRS, SMP, Illation and Genesys CCOD systems. I am adept in MS Word, MS Excel, Outlook, MS Power Point, Teams & Webex. 

Data capturing; record management and maintenance. Innovative Team leadership which includes mentoring, coaching, and establishing KPI structures. I have knowledge of quality assurance and labor relations policies. Presentation, Business writing and possesses excellent interpersonal, communication and negotiation skills with the ability to develop and maintain mutually beneficial internal and external relationships. I am able to thrive in highly pressurized and challenging working environments. I am passionate about Client engagement and commercial aptitude. Utilizing upselling and cross-selling techniques to meet sales targets. Understanding client’s needs and delivering customized solutions that manages to exceed expectations. 

My Current Role & Responsibilities consist of the following duties:

• Processing store’s head-office allocation deals, allocating on SAP and tracking delivery with 3PL(Logistics).
• Processing Order to Cash Strategic and Export customer’s EDI and manual orders.
• Engage with customers, offer product information and recommendations, and provide excellent customer service. 
• Mass Releasing all electronically received orders, capturing data, verifying pricing & running extensive reports on the various SAP transactions. 
• Supporting in the tracking store’s order purchases with the supply chain for timely delivery. 
• Liaising with Master-data and Accounts Receivables department to resolve credit and data maintenance issues. 
• Managing all around support for Sales and Key Accounts managers per region. 
• Maintaining the Team’s Voice & Email Service Levels. 
• Attending to operational duties that ensure a seamless functionality withing the call center. 
• Co-ordination of Team’s Breaks & Meetings through work force management. 
• Monitoring and coaching of team members to reach organizational goals. 
• Administration of my Team’s leave transactions and disciplinary measures. 
• Ensuring a smooth flow of inquiries and complaints through effectively managing a team. 
• Following up on written and telephonic queries from customers. 
• Monitoring and coaching consultant’s calls for quality management. 
• Resolving queries, conflicts, and complaints among team members. 
• Ensured frequent follow-up to ensure deadline achievements. 
• Liaising with internal and external stakeholders. 
• Training of Consultants and coordinating their contracts with HR. 
• Assisting in the recruitment of customer service consultants. 
• Evacuation emergency Leader.
• Creating performance Certificates and hosting team Functions.
• Provide exceptional leadership and guidance to my customer service consultants team.