Carl Madeira

Dynamic and results-driven contact centre professional with over 6 years of experience spanning customer service, sales, team leadership, and floor management roles across utilities, financial, loans, and insurance campaigns. Proven ability to deliver high-quality customer experiences, drive performance, lead diverse teams, and manage large-scale operations in high-pressure environments.

Team Leader - Teleperformance

(2025-02)

• Lead and motivate a team of customer advisors to achieve sales and quality targets on an insurance campaign.
• Oversee performance metrics including adherence, quality, and conversion rates.
• Coach, train, and develop team members to drive improvements in customer service delivery.
• Handle escalated customer queries, ensuring prompt and satisfactory resolution.
• Contribute to process improvements and collaborate with senior management to implement best practices.

Floor Manager - NCR Management Centre

(2021-12 - 2025-02)

• Managed daily operations for a high-volume loans and insurance contact centre floor.
• Supervised team leaders and their respective teams, ensuring KPIs and SLAs were consistently met.
• Monitored campaign performance, providing actionable feedback and support to maximize productivity.
• Facilitated training and upskilling initiatives to align with changing campaign requirements.
• Reported on performance metrics and collaborated with senior stakeholders on strategic planning.

Team Leader - NCR Management Centre

(2020-02 - 2021-12)

• Led a team of sales agents focused on financial review products.
• Drove consistent achievement of sales targets through coaching, mentoring, and performance reviews.
• Managed scheduling, attendance, and performance appraisals.
• Delivered regular reports to management and made recommendations for campaign improvements.
• Supported quality assurance initiatives, ensuring compliance and high customer satisfaction.

Customer Advisor - EXL

(2017-12 - 2020-01)

• Provided exceptional customer service on utility accounts, assisting customers with billing, queries, and complaints.
• Resolved complex issues efficiently, ensuring first-contact resolution wherever possible.
• Maintained high customer satisfaction scores through effective communication and empathy.
• Promoted cross-sell opportunities and up-sold relevant products and services.

Matric Certificate - Grade 12 - Groenvlei Secondary High (2015)