Team Leader at 121 BPO WhatClinic (2024-02 – Present)
Led team scheduling, break coordination, and attendance monitoring to ensure full operational coverage
- Managed leave processes (sick, annual, AWOL, unpaid) in compliance with company policy
- Monitored dashboards, followed up on missing data, and ensured accurate reporting
- Resolved team and customer escalations (including via Monday.com) efficiently and promptly
- Facilitated team huddles, onboarding sessions, and one-on-ones to align goals and support performance
- Provided targeted coaching based on compliance issues and quality spot checks
- Guided team members through career development plans and performance improvement strategies
- Supported recruitment by screening candidates and coordinating interviews
- Collaborated with training and content teams to enhance coaching and drive continuous system improvement
Customer Service Manager/Second Team at CAPITA SA (2022-09 – 2023-09)
To ensure that our customers are satisfied with the way in which their query and complaints are dealt with by helping them understand the system and the process thus broadening our customers base and retention of clients.
- Handling customers financial details such as billing information, credit cards and banking account information with relevant integrity and confidentiality
- To reach performance and adherence targets at all times, without compromising customers satisfaction to ensure company deliverables are met, this will ensure maximum revenue is made
- To regularly updated and maintain own knowledge of products, systems and processes in order to deliver correct information to the advisor and to lead by an example
- To identify and collate information on process areas of concern, to assist with continues improvement
- To communicate process areas of concern using the appropriate written or verbal method to the relevant stakeholders
- Take and resolve escalated calls
- Log advisors queries and escalations to feedback to Ops and the Team Leader
- Ad hoc side by side support and remote all call observations
- Attend regular lead meetings and monitoring
- Ad hoc management cover by request, monitoring team performance
- Complex troubleshooting for customers accounts and products
- Contact customers directly to resolve queries and avoid repeat contacts
- Daily progress on accounts and frequent communication with customers
- Managing back office queues to complete returns and cancelations
- Managing real time queues to support solvers
- Recording Absences and Leaves
- Coaching and briefing teams and returns to work
- Join induction trainings to support embedding knowledge
- Responsible for keeping the Operation as well as L&D up to date with changes to business processes and procedures
- Assisting L&D with updating training content
Subject Matters Expert at CAPITA SA (2021-01 – 2022-07)
- Floor walking & assisting grandbay teams with resolving queries
- Assisting agents over team troubleshooting
- Act as the point of knowledge for Advisors
- Support staff with knowledge gaps on troubleshooting in real time
Customer Service Advisor at CAPITA SA (2020-02 – 2021-01)
- Assisting customers over the phone
- Providing technical support troubleshooting
- Resolving queries
- Soft selling company products
Cashier at WOOLWORTHS (2019-02 – 2020-12)
- Assisting customers
- Processing payments
- Scanning items
- Providing excellent customer service
