Elelwani Khavhagali

Customer-Focused QA Supervisor with over 14 years of experience in retail and call centre management, with a proven track record of enhancing customer service quality and operational efficiency. Spearheaded initiatives that improved call centre performance, boosting target achievement rates by 30% through the implementation of robust quality assurance practices. Managed a team of 30+ employees. Adept at leveraging project management, risk assessment, and compliance expertise to enhance customer satisfaction and ensure high-quality service delivery.

Developed and implemented a strategic training program, reducing call handling times by 20% while improving customer satisfaction and enhancing service delivery. ● Orchestrated the transition to a hybrid work model, maintaining productivity, customer service quality, and team engagement throughout the shift. ● Implemented quality assurance measures on calls, chats, and emails to ensure consistent service standards and identify continuous improvement opportunities.

● Enhanced operational efficiency by implementing a comprehensive onboarding process for new hires. ● Directed HR operations, including payroll, attendance, and leave management, ensuring smooth employee operations and consistent service levels for customers. ● Strengthened compliance with labour legislation, maintaining a legally compliant workplace that ensured stable operations and uninterrupted customer service. ● Spearheaded a risk management initiative that identified and mitigated potential security threats, reducing store-related incidents by 30% and maintaining a safe environment for both staff and customers. ● Oversaw daily banking, financial reconciliations, and cash management, ensuring financial accuracy and efficiency to support smooth transactions and a positive customer experience.

Skills: Job Coaching · Communication · Employee Training · Customer Experience

Manage performance - Manage and appraise performance in the iStore [R&R and Work instructions] Human resources - Submit casual register payroll - Manage hours worked for contract casuals e.g 108 - Update staff attendance register - Submit overtime and Sunday hours overtime - Submit leave forms Occupational health and safety - Ensures that all safety policies and procedures are adhered too. Manage administration - Adhere to corporate governance principles and procedures - Manage compliance to iStore business policies and procedures - Administer time and attendance records - Update and administer leave and absenteeism records - Daily check lists. Financial services Accounting - Investigate daily discrepancy reports for POS. - Perform daily banking and reconciliation and solving of bank related problems including re-con, verification and daily reporting of the cash –ups. - Manage the iStore’s petty cash as per SOP - Ensure all staff claims are consolidated timeously. - Manage the iStore financial risk for the iStore - Execute action plans to mitigate risks and financial loss for the iStore - Manage and execute financial administration for the iStore, submitting all invoices, delivery notes, statements or other payment related paperwork e.g. invoices to HO. Stock management - Liaises with the Supply Chain Controller, in conjunction with the Store Manager to ensure maximum effectiveness of the stock holding. - Manage and execute the accurate and complete administration of GRV of stock and re-con - Control issue / receiving refund / repair / loan stock from and to Warehouse and interbranch - Execute the stock take process in the iStore - Stock management report Security management - Ensures that all safety policies and procedures are adhered too. Manage offerings - Administer contracts, finance, and processes for the iStore - Cellular contracts Sales and customer service - Provide and manage world-class customer service in the iStore