Customer Service Team Lead
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Client Care and Sales professional offering over 8 years of extensive experience in the Banking and TeleCommunications industries. Emphasis on coaching, client escalations, leading performance reviews, training,
quality assurance and performance management, intervention and improvement planning, customer interaction management using CRMs and motivating teams to meet goals.
Capitec - Team Lead
Agent and team performance management
● Managing team quality assurance
● Delivering results and meeting customer expectations
● Leading and Supervising
● Learning and Researching
● Persuading and influencing of direct reports
● Planning and organizing
● Reporting on team performance
● Computer Literacy (MS Microsoft, MS Excel, MS Outlook, MS
● Escalation Handling
● Coaching and Development
● Working knowledge (role specific) of legislation relevant to the banking environment (i.a. FICA, National Credit Act (NCA),
Consumer Protection Act (CPA), Protection of Personal
● Experience with HR policies, disciplinary code and procedures
● Experience with KPA procedures and policies
● Experience with adherence policies
● Online and cell phone banking process and technical frameworks
● Experience of Capitec banking systems
● Client relationship principles and environment
● Liaising with 3rd party providers
Capitec Bank, Cape Town — Direct Loans Agent
OCTOBER 2015 – MAY 2021
● Perform soft credit checks
● Compliance with FAIS and FICA
● Grant credit
● Confirmation of employment
● Working towards an incentive
● Process unsecured vehicle finance applications
● Using Microsoft Office and Excel
● Assisting with retail campaigns
● Stand in Team Leader (June 2020 – December 2020)
● Comprehension of banking or monetary standards and climate
● Essential telesales procedures and strategies
● Essential deals standards and procedures
● Essential functional and item information
● Capitec Bank Items and System
● Interchanges abilities
Webhelp, Cape Town — Customer Service Agent
JANUARY 2014 – SEPTEMBER 2015
● Customer assistance by handling mobile network (Vodafone)
queries.
● Cold Calling and working towards an incentive
● Using Windows and Microsoft Office
● Coaching and Floor support/Training of new employees
Shoprite, Cape Town — Retail General Assistant
FEBRUARY 2012 - NOVEMBER 2012
● Customer Assistance
● Floor Support
Tuscany Glen High School, National Senior Certificate
● Pass
● Accreditation Body: Umalusi
● NQF Level: 4
PC Training and Business College - Higher Certificate in
● Qualification Type: National Certificate
