Delina Chetty

Results-driven customer service and quality management professional with over 15 years of experience in leadership, coaching, quality assurance, customer experience, and operational performance improvement within contact centre environments.

Team Leader at Konecta Group (2022-01 – Present)

Accountability and responsibility for day to day running of the team. Coaching and developing of KPI's as required. Weekly one on one development sessions with agents. Motivating and encouraging agents with the intention of driving performance. Daily update with agents on their performance through morning meetings, buzz sessions and agent coaching sessions. Daily client calls and calibration sessions

Team Leader at CCI Call Centres (2017-01 – 2022-12)

Accountability and responsibility for day to day running of the team. Coaching and developing of KPI's as required. Weekly one on one development sessions with agents. Motivating and encouraging agents with the intention of driving performance.

Daily update with agents on their performance through morning meetings, buzz sessions and agent coaching sessions. Assisting with client based and campaign based tasks. Managing call queues within the campaign through Wrap/Hold/CHT, agent behaviors such as call avoidance, extended lunches and tea breaks and any other contributing factors

Quality Manager at Ignition Group (2015-01 – 2017-12)

Daily client calls and calibration sessions, working with operations on quality improvement projects, developing, implementing and improving coaching and development with the quality team and operations. Effective communication and relationship management with the operational team. Daily administration and ensuring accurate completion of all reporting and trackers.

Daily

Dip checks to ensure accuracy and alignment of QA managers. Effectively manage team leaders on a daily basis against key performance indicators and provide support where needed. Analysis reporting and provide solutions that will improve the campaign

Quality Team Manager at CCI Call Centres (2011-01 – 2015-12)

Liaising with clients and operations on a daily basis, heading up quality and coaching projects, completing quality agent 121's/health checks and dipchecks, assisting and monitoring coaching and development with quality operation agents, completing calibrations, workshops and buzz sessions with operations

Lancôme Beauty Consultant at Edgars (2006-01 – 2011-12)

Driving sales targets, assisting customers with beauty treatments and fragrances, completing skin analysis with customers, facials and make overs. Planning and executing social beauty events

Matric – Stanmore Secondary School (2005-12)