Operational leader in call centre transformation.
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As a leader in call centre transformation, I turned a youth learnership call centre into a service powerhouse. I led 200+ unemployed youth agents, increasing their program completion rates from 45% to 85% by developing and implementing BPO standard training. To scale this, I replaced manual processes with a bespoke CRM, which recaptured over 1,040 operational hours annually close on 43 days of reallocation to training and development.
This strategic redesign not only reduced overall inefficiencies by 60% but also exceeded client SLAs, securing a critical R2M+ funding renewal and establishing a scalable model adopted by other NPO clients.
I have over 15+ years experience in call centres.
completed a number of certifications
