Thandeka Gwen Tyatyantsi Email and Phone Number

Outworx South Africa is outsourced by Hilton, and my role is:- Guest Assistance: Communicate with new or existing guests to resolve queries related to hotel and resort bookings, including enquiries, bookings, modifications, and cancellations, ensuring guest needs are met and problems are resolved effectively.- Exceptional Service: Provide an outstanding written and oral communication experience, engage empathetically with guests who may be excited or sad due to personal experiences, uphold Outworx reputation as a Center of Excellence, and strictly adhere to "First Call Resolution."- Performance and Compliance per Hilton requirements: Meet all Quality and Campaign KPIs, report individual statistics, and comply with all house rules and regulations.- Skill Utilization: Demonstrate strong interpersonal, problem-solving, and communication skills while maintaining high accuracy and adaptability under pressure.- Professional Integrity: Act with integrity, exhibit patience and empathy, respect others, and be culturally aware and sensitive, ensuring a customer-focused approach

Mentoring, Coaching, Facilitator, & AssessorSmall Business Mentor and Coach:- Provide customized mentorship to small business owners, aiding their growth despite limited supply chain and retail background.- Assist in developing effective business strategies, focusing on practical solutions and resource optimization.- Offered insights on marketing and eCommerce practices to help establish and grow online presence.- Delivered valuable perspectives on South African and international markets, aiding clients in navigating market opportunities.- Connected clients with resources and networks for business expansion.Career Coach for Varsity Students:- Guide varsity students in career planning and setting achievable goals.- Assist in identifying and developing key skills for employability.- Provide job search strategies, resume building, and interview preparation.- Offer ongoing mentorship, supporting the transition from academia to the professional world.

- Customer Escalation: Focused on providing customers the option to escalate issues, crucial for retention and positive brand perception.- Business Unit Role: The central function is to identify opportunities for improvement through customer feedback.- Career Progression: The role represented a natural step in the customer service journey. - Retail Focus: Primarily dedicated to the retail sector, with flexibility to address needs in other divisions when required.- Cross-Functional Work: Occasionally pivoted to divisions such as Food/Amazon Fresh, large & bulky, and digital.- Platform Variability: Managed customer interactions across phone and chat platforms.- Expertise Expansion: Role-provided opportunities to broaden knowledge and skills in customer service.- Courier Escalations Management: Handled escalations for various courier companies, including Amazon Logistics, DHL, USPS, FedEx, UPS, Canada Post, and Purolator.- Global Involvement: Worked with larger global shipping players.- Customer Experience Improvement: Contributed to enhancing customer experiences by resolving issues effectively.- Subject Matter Expert: Managed escalation contacts (emails, chats & calls) where Amazon customers sought engagement with a leader for resolution.

- Customer Escalation: Focused on providing customers the option to escalate issues, crucial for retention and positive brand perception.- Business Unit Role: The central function is to identify opportunities for improvement through customer feedback.- Career Progression: The role represented a natural step in the customer service journey.- Retail Focus: Primarily dedicated to the retail sector, with flexibility to address needs in other divisions when required.- Cross-functional work: Occasionally pivoted to divisions such as Food/Amazon Fresh, large & bulky, and digital.- Platform Variability: Managed customer interactions across phone and chat platforms.- Expertise Expansion: Role-provided opportunities to broaden knowledge and skills in customer service.- Courier Escalations Management: Handled escalations for various courier companies, including Amazon Logistics, DHL, USPS, FedEx, UPS, Canada Post, and Purolator.Global Involvement: Worked with larger global shipping players.- Customer Experience Improvement: Contributed to enhancing customer experiences by resolving issues effectively.

- eCommerce Customer Service Focus: Provided call centre support for English-speaking customers of Amazon.co.uk and Amazon.de.- Comprehensive Account Management: Handled all aspects of customer account management, including product returns, delivery inquiries, and complaints.- User Experience Feedback: Gathered and addressed user experience feedback regarding the Amazon website and app.- Process Improvement: Worked on process improvements to enhance customer service efficiency and effectiveness.- Education and Best Practices: Educated customers and peers on best practices to improve the overall shopping experience.

- Strategic Goals Management: Responsible for executing the brand's seasonal buying, marketing, and operations strategies.- Project Management: Managed biannual categories for summer and winter product ranges.- Collaboration: Engaged with buying teams during seasonal range reviews and marketing campaign meetings.- Store Considerations: Considered existing stores, refurbishments, closures, and new store openings in decision-making.- Customer Research: Conducted research on customer demographics, focusing on professional migrants during peak holiday periods.- Migration Impact: Studied how the migration of targeted Woolworths customers affects multiple provinces, especially rural areas.- Store Experience Insight: Emphasized the importance of store aesthetics and shopping experiences in rural towns compared to urban locations.- Operational Strategies: Recommended operational equipment, product offerings, and staff training tailored for rural and urban customers.- Focus Areas: Concentrated on enhancing the retail experience for clothing, footwear, and home product customers at Woolworths.

- Economic Development Coordination: Leveraged the 2010 Soccer World Cup to stimulate local economies, enhancing job creation and revenue across various sectors, in the Western Cape.- Brand Management: Ensured local businesses navigated FIFA’s branding rights effectively, optimizing visibility while adhering to strict marketing guidelines- Small Business Empowerment: Provided mentorship and resources to small enterprises, enabling them to overcome challenges and seize opportunities during the World Cup.- Marketing Compliance: Maintained adherence to FIFA's marketing regulations, protecting local businesses from legal issues while facilitating effective promotional strategies.- Community Engagement: Fostered connections between local businesses and communities, enhancing product visibility and boosting sales through tailored initiatives.- Sales Strategy Development: Targeted diverse market segments, creating focused campaigns that engaged corporate clients and event attendees effectively.- Cultural Promotion: Elevated the profile of local artisans and the craft sector by organizing exhibitions and cultural events during the World Cup.- Business Development: Identified new market opportunities for local artisans, facilitating partnerships that sustained growth well beyond the World Cup.- Networking Facilitation: Organized events that connected local designers with international stakeholders, enriching the local design community with global perspectives.- Impact Assessment: Evaluated long-term outcomes of World Cup initiatives, providing data to guide future community development efforts and ensuring lasting benefits.

- Brand Presentation: Designed and implemented visually compelling displays to enhance customer experience and drive sales, ensuring consistency with Nike’s brand standards.- Product Knowledge: Acted as a brand ambassador, educating customers and retail staff about Nike products, technology, and brand heritage to drive engagement and loyalty.- Market Insights: Analyzed local market trends and consumer behaviour, providing feedback to optimize merchandising strategies and product assortments.- Event Coordination: Organized and executed community events and in-store activations, fostering connections and creating memorable brand experiences.- Performance Monitoring: Tracked and reported on merchandising performance, using insights to continuously improve visual strategies and drive business goals.

- International Product Sourcing: Selected and imported products from Nike’s international range, ensuring relevance and appeal to the South African market.- Local Supplier Collaboration: Coordinated with South African-based Nike-approved suppliers for key account product sourcing, utilizing Nike's diverse fabric offerings.- Global Exposure: Engaged in international business travel, including visits to EMEA headquarters in the Netherlands and competitor analysis in the UK, enhancing understanding of global market trends and competitive positioning.- Training and Development: Participated in international training programs, gaining insights that enriched knowledge of the Nike brand and its competitive landscape.- Market Adaptation: Leveraged global experiences to adapt Nike’s international products to meet local consumer preferences, optimizing market fit and driving sales.

- Comprehensive Training: Developed expertise in buying and planning processes, preparing to fill business gaps effectively.- Interdepartmental Insight: Gained a deep understanding of the interdependencies between buying, planning, marketing, operations, distribution, sales, and customer service.- Strategic Alignment: Focused on aligning departmental activities with seasonal and annual goals for the brand.- Operational Impact: Learned to evaluate and optimize the impact of various business units on overall performance.- Goal Achievement: Worked towards achieving the department’s and brand’s targets by leveraging cross-functional collaboration.

- Retail Transition: Leveraged a background in fashion design to transition from the clothing supply chain to the retail business, focusing on clothing, footwear, and accessories.- Comprehensive Management Training: Trained in managing various hypermarket business departments, including HR, receiving, and cellar, before specializing in the clothing department.- Pilot Project Leadership: Entrusted with the pilot launch of the Real Clothing brand in 1997 at Constantia Superstores, successfully exceeding department targets for six consecutive months.- Operational Improvements: Contributed to enhancing product receiving processes, adjusting IT store systems for clothing and footwear, and training staff unfamiliar with clothing department operations.- Impactful Success: Played a key role in the successful pilot, influencing the rollout of clothing departments in other superstores and paving the way for standalone stores within the Pick 'n Pay business.