Hector Sibusiso Moolar

Experienced Professional in Customer Service, Sales, and Community Leadership

Midrand, ZA.

About

A highly motivated and results-driven professional with over a decade of experience in customer service, sales, and impactful community leadership. Proven ability to optimize operational efficiency, enhance client satisfaction, and drive significant community initiatives through strategic planning and effective stakeholder engagement. Adept at leveraging strong interpersonal and organizational skills to achieve organizational objectives and foster positive relationships across diverse environments.

Work

Discovery Health

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Broker Consultant

Midrand, Gauteng, South Africa

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Summary

Provided expert health insurance consultation and managed client portfolios, driving sales and ensuring high levels of customer satisfaction.

Highlights

Managed a portfolio of over 200 client accounts, achieving an average client retention rate of 90% through proactive engagement.

Exceeded quarterly sales targets by an average of 15%, contributing to significant revenue growth for the health insurance division.

Resolved complex client inquiries and policy issues, improving customer satisfaction scores by 10% through efficient and empathetic communication.

Protea Hotel

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Service Consultant-Team Leader

Midrand, Gauteng, South Africa

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Summary

Led a service consultant team, ensuring high standards of customer satisfaction and operational efficiency within a dynamic hospitality environment.

Highlights

Supervised and mentored a team of 5 service consultants, improving team productivity by 15% through targeted training and performance coaching.

Managed and resolved over 20 escalated customer complaints weekly, maintaining a 95% resolution rate and high guest satisfaction.

Streamlined check-in/check-out processes, reducing average wait times by 10% and significantly enhancing overall guest experience.

Protea Hotel

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Bound Centre Sales Agent

Midrand, Gauteng, South Africa

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Summary

Executed sales strategies and managed customer interactions within the hotel's bound call center, contributing to significant revenue generation.

Highlights

Consistently exceeded monthly sales targets by an average of 10%, directly contributing to hotel revenue growth and profitability.

Handled an average of 50+ inbound customer calls daily, efficiently managing bookings and resolving inquiries with a high first-call resolution rate.

Identified upsell opportunities for 20% of customer interactions, increasing average transaction value for hotel services and packages.

ESB Leisure

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Sales Agent/Out

Midrand, Gauteng, South Africa

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Summary

Conducted outbound sales calls to prospective clients, promoting leisure products and services to drive new customer acquisition.

Highlights

Executed 80+ outbound sales calls daily, consistently meeting lead generation quotas and contributing to sales pipeline development.

Successfully converted 5% of leads into qualified prospects, directly supporting the sales team's conversion efforts.

Maintained accurate CRM records for all customer interactions, ensuring data integrity for sales analysis and follow-up strategies.

Volunteer

SGB Member (Chairperson)

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Ebony Park Primary

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Chaired the School Governing Body, overseeing strategic planning and policy implementation to enhance educational outcomes and school operations.

Highlights

Presided over 15+ School Governing Body meetings annually, guiding decisions on a budget of over R500,000 and academic programs.

Implemented new parent engagement initiatives, increasing parental participation in school activities by 25% within the first year.

Ensured compliance with educational regulations, contributing to a stable and effective learning environment for over 1000 students.

Ward Committee Member

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City of Joburg

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Led community development and governance initiatives, fostering collaboration between residents and local government to address key urban challenges.

Highlights

Represented community interests in over 20 city council meetings, influencing policy decisions and resource allocation for local development projects.

Facilitated successful resolution of over 50 resident concerns, improving public services and enhancing overall community satisfaction.

Coordinated local clean-up and beautification projects, engaging over 100 volunteers and significantly improving neighborhood aesthetics.

Facilitator (SGB policies)

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Contribute A Hand In Education

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Facilitated training on School Governing Body policies, empowering community members with essential governance knowledge.

Highlights

Conducted 3 comprehensive training sessions for SGB members and community stakeholders, reaching over 75 participants.

Enhanced understanding of critical education policies, leading to improved governance practices in local schools.

Developed and distributed simplified policy guides, increasing accessibility of information by 40% for all stakeholders.

Facilitator (Leadership)

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Midrand Football Local Association

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Facilitated leadership development within the local football association, strengthening organizational and team management capabilities.

Highlights

Led 4 leadership development workshops for coaches and administrators, enhancing the management skills of over 50 individuals.

Supported the successful organization of 2 major youth football tournaments, engaging over 300 young athletes.

Contributed to strategic planning efforts, aiming to increase youth participation in local football programs by 20% in the next season.

Facilitator (Civil Leadership)

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YALI Regional

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Facilitated leadership development programs for emerging African leaders, fostering skills in civil engagement and community impact.

Highlights

Delivered 5+ intensive workshops on civil leadership to cohorts of 30+ emerging leaders, enhancing their strategic thinking and community impact skills.

Mentored over 15 participants on developing and implementing community-based projects, resulting in tangible local improvements.

Contributed to the successful execution of a regional youth empowerment program, impacting over 100 future leaders across Africa.

Chairperson/Director

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Sivukile Midrand Youth Centre

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Directed and chaired the youth center, overseeing operations, program development, and community engagement initiatives.

Highlights

Increased youth program participation by 30% over five years through strategic outreach and development of new initiatives.

Secured over R150,000 in grants and community partnerships, significantly expanding resources for youth development programs.

Managed a team of 10+ staff and volunteers, ensuring effective program delivery to over 500 youth annually.

Volunteer Educator

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Kha Ri Gude Department of Basic Education

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Provided literacy education to adults as part of a national campaign, empowering individuals with foundational reading and writing skills.

Highlights

Taught literacy skills to over 50 adult learners, enabling them to achieve basic reading and writing proficiency.

Managed all classroom activities and learning materials for 2 distinct cohorts, ensuring a conducive learning environment.

Contributed to a national initiative that reached over 4.7 million South Africans, directly impacting local community literacy rates.

Education

The Learning Organization (TLO)

Midrand, Gauteng, South Africa
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NQF Level 4 Certificate Customer Service, Contact Centre Operations

UNISA SBL (University of South Africa School of Business Leadership)

Midrand, Gauteng, South Africa
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Professional Development Professional Development

The Production Management Institute

Midrand, Gauteng, South Africa
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Certificate Contact Centre/BPO

SM Training

Midrand, Gauteng, South Africa
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Level 2 Certificate Occupational Health and Safety

Department of Education

Midrand, Gauteng, South Africa
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Training/Certification Literacy Education

Micphil Training Academy

Midrand, Gauteng, South Africa
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Certificate Call Centre Operations

St. Christopher's Academy

Midrand, Gauteng, South Africa
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Matric General Studies

Languages

English

isiZulu

Afrikaans

Sesotho

Skills

Software Proficiency

MS Access, MS Excel, MS Word, MS Publisher, MS Outlook, PowerPoint.

Call Centre Operations

Customer Service, Inbound Call Centre, Telesales, Work Readiness, Performance Management, Service Level Management.

Customer & Sales Management

Customer Management, Sales Management, Client Relationship Management, Account Management.

Community & Leadership Development

Civil Leadership, Policy Implementation, Strategic Planning, Stakeholder Engagement, Team Leadership, Program Development, Community Engagement, Youth Development, Governance.

Education & Training

Literacy Education, Adult Education, Workshop Facilitation, Curriculum Development (basic).

Occupational Health & Safety

OHS Level 2, Safety Protocols, Risk Assessment.