From call centre agent to MBL graduate: Mashudu Munzhedzi's journey of determination

Balancing a full-time career, family responsibilities and academic commitments was no easy task, but Mashudu Munzhedzi remained determined to achieve her goal. Her successful completion of the Master of Business Leadership (MBL) at Unisa culminated years of hard work, discipline and perseverance.

Originally from Thohoyandou in Limpopo, Munzhedzi grew up in the Venda community, where education was regarded as a pathway to opportunity and transformation. Her parents, who continued their studies while working and raising a family, inspired in her a lasting appreciation for lifelong learning, hard work and resilience. These values have shaped both her personal and professional journey. Munzhedzi joined Unisa in January 2009 as a call centre agent before moving to the Assignment Department in 2011, where she worked as an administrator. She was promoted to supervisor in 2016, a position she still holds.

Her decision to pursue the MBL was motivated by a desire to strengthen her leadership, strategic thinking and decision-making skills. Her supervisory experience had shown her the importance of continuous professional development in preparing for greater responsibilities and future leadership opportunities. She was also inspired by women leaders whose careers demonstrated how dedication, perseverance and a commitment to learning can create growth opportunities.

Mashudu Munzhedzi, a Unisa supervisor in Student Assessment Administration, has completed her Master of Business Leadership, marking another milestone in her academic and professional journey.

One of her greatest sources of motivation throughout her studies was her three children, particularly her daughter, who is currently in matric. Munzhedzi wanted to demonstrate that education has no age limit and that it is possible to continue pursuing one's ambitions while meeting family and professional responsibilities. One of the most rewarding aspects of the experience was studying alongside her children. It reinforced the values of commitment, discipline and perseverance that she encourages them to embrace.

However, managing the competing demands of work, family and academic life required careful planning, effective time management and personal sacrifice. The experience also taught her the importance of maintaining a balance between professional responsibilities, academic goals and personal well-being. She credits her family's unwavering support with helping her remain focused, particularly during the most demanding periods of her studies. In her role as a supervisor in Student Assessment Administration, Munzhedzi has developed strong leadership, communication, problem-solving and people-management skills.

One of her biggest challenges was moving from being a colleague to supervising people who had previously worked alongside her. The transition required patience, consistency and emotional intelligence as she learned to establish clear expectations, maintain professionalism and promote accountability while preserving positive working relationships. The experience strengthened her understanding that effective leadership is not simply about exercising authority, but about guiding, supporting and empowering people to work towards shared goals. Her responsibilities involve overseeing assessment-related processes that directly support student success. She recognises that behind every assignment is a student working towards personal and professional aspirations. This understanding informs her commitment to ensuring that assessment processes are administered efficiently, fairly and in accordance with university policies.

Her work contributes to Unisa's Catalytic Niche Area (CNA) 10: Student Support and Co-curricular Activities, which focuses on promoting student success, retention and graduation through effective support systems. By supporting reliable assessment administration and responsive student services, she helps create an environment in which students can progress towards completing their qualifications. Her commitment to fairness, transparency, accountability and integrity also supports the university's broader responsibility to uphold ethical practices and advance social justice.

In addition, her interest in improving processes and adopting technology-enabled solutions connects with CNA 6: Fourth Industrial Revolution (4IR) and Digitalisation. These approaches can help improve operational efficiency and the overall student experience. The MBL has equipped Munzhedzi with knowledge and practical insights in leadership, strategic management, organisational change, governance, ethics, labour law and financial management. She says these areas of learning have strengthened her ability to lead effectively, manage resources responsibly, support employee development and contribute to organisational improvement.

Looking ahead, she hopes to progress into senior leadership and management positions where she can make a greater strategic contribution to higher education. She also plans to pursue a PhD and undertake research that advances knowledge in leadership, management and student support within the higher education sector. Beyond her professional ambitions, she hopes to remain a role model to her children and inspire other women who aspire to leadership positions. Her journey demonstrates that career development, family responsibilities and academic achievement need not be mutually exclusive. With commitment, resilience and a strong support system, it is possible to pursue these goals together.

For Munzhedzi, completing the MBL represents more than an academic qualification. It marks a period of personal growth, professional development and renewed commitment to lifelong learning. Her experience also illustrates how continuous learning and a people-centred approach to leadership can contribute to the university's strategic priorities. Her message to the Unisa community is simple: “Never stop learning, growing and investing in yourself. Education is a lifelong journey that creates opportunities, inspires others and empowers future generations.”

* By Talana Lebelo, Alumni Relations Specialist, Unisa SBL