Thubelihle Mkhize

Customer-focused sales and service professional with 5+ years of experience in customer acquisition, account onboarding, relationship management and team leadership within a fast-paced, target-driven betting environment. Progressed from Sales Agent to Team Leader at Hollywoodbets within two years. Skilled in driving sales activity, explaining products, resolving customer enquiries and escalations, supporting retention, coordinating daily operations and monitoring performance against targets.

Brings strong communication, problem-solving and digital systems capability, supported by an NC(V) NQF Level 4 qualification in Information Technology and Computer Science

Team Leader at Hollywoodbets (2023 – Present)

• Coordinate daily team activities and support branch performance by aligning customer engagement, sales activity and service delivery with operational targets
• Monitor team progress against sales and customer acquisition goals; provide day-to-day guidance, coaching and feedback to help maintain performance and service standards
• Promote products and services, identify customer needs and support registration and onboarding to grow the active customer base
• Handle escalated customer enquiries and complaints professionally, clarify concerns, coordinate resolution and support positive customer relationships and retention
• Support promotional activities and marketing campaigns, ensuring customer-facing materials and displays are presented professionally and brand standards are maintained
• Maintain accurate operational records and reporting, follow internal procedures, and support cash handling, float reconciliation and variance escalation
• Help maintain a compliant and organised working environment by communicating operational updates, following established processes and supporting team readiness

Sales Agent at Hollywoodbets (2021 – 2023)

• Engaged prospective and existing customers to understand their needs, explain products and services, answer questions and encourage registrations and ongoing use
• Supported customer acquisition through direct engagement, product demonstrations, promotions and clear explanations of digital and mobile betting services
• Assisted customers with account opening and onboarding requirements, including checking that required customer information and identification documents were provided in line with procedures
• Responded to customer and system-related enquiries, resolved routine issues where possible and escalated complex matters through the appropriate channels
• Worked toward individual sales and activation targets, maintained accurate activity records and supported reporting on customer engagement and progress
• Built rapport with different customer types through active listening, professional communication and appropriate follow-up while following compliance and operational procedures

NC(V) NQF Level 4 in Information Technology and Computer Science – Elangeni TVET College (2014 – 2016)

Grade 9 – Umthoqotho High School (2013 – 2013)