Faizel Collins

Senior Operations Sales Manager with 20 years of elite flight attendant experience (SAA & SA Express airline), Safety Officer, world-class international customer service (1997–2019), and BPO ownership (2007–2010) Under calling the Cape, then BPESA and now CAPEBPO, built and scaled contact centre brands in debt review space while consulting for companies/owners). Blend precision with strategic sales leadership to build high-performing teams that increase sales and customer service levels.

Care Coordinator - Lucent Health

(2025-02 - 2025-08)

• Developed and implemented personalized care plans for diverse patient groups.
• Facilitated communication between patients, families, and healthcare providers to ensure seamless care.
• Connected patients with community resources, advocating for their needs and preferences.
• Collaborated with interdisciplinary teams and maintained accurate patient records.
• Applied strong understanding of health systems and global healthcare practices to support patient outcomes.

Head of Sales - Khusela Debt Management

(2023-11 - 2025-12)

• Directed national sales operations for Khusela Management and subsidiaries, helping over-indebted individuals and SMMEs regain financial stability.
• Executed tailored sales strategies to boost monthly deal flow, improve client onboarding, and drive long-term revenue growth.
• Led and coached a high-performance team of 16 debt-review agents, maintaining service excellence and regulatory compliance.
• Achieved an average of 20 closed debt management deals per month, with a combined monthly repayment value of approximately R500,000, directly supporting franchise profitability.
• Oversaw a franchise revenue model, allocating 60% of monthly installments to franchisees, insetivising strong performance and shared business success.
• Implemented and managed multiple CRM systems to optimize lead tracking, customer life-cycle management, performance monitoring, and reporting across the sales funnel.
• Produced detailed weekly and monthly sales reports for individual SMME owners.
• Played a pivotal role in advancing Khuselas mission to combat the national debt crisis, contributing to efforts aimed at improving the financial wellbeing of over 22 million indebted South Africans.

Senior Associate - WNS Global Services SA (Pty) Ltd

(2021-04 - 2023-08)

• Certified in Sabre (GDS) and Hopper FLA (online platform).
• Booked flights (global), hotel, car reservations via Hopper portal for Capital One Bank clients, providing 24/7 travel support, including payment collections.
• Handled travel problems, complaints, and refunds, ensuring smooth customer experiences.
• Entered data into software, maintained client files; CRM knowledge of reservations systems, GDS (Sabre), and e-Traveling.
• Demonstrated strong sales and commercial awareness, liaising with 3rd parties and B2B partners to resolve issues.
• Modified flight bookings, name changes, travel dates, wheelchair requests, seating arrangements, and upgrades using Travelogix (American Airlines) and Travel Fusion (British Airways).

Senior Cabin Crew Member - South African Express Airways

(2010-05 - 2019-02)

Licence No: 0274021039

• Coordinated tasks among cabin crew to ensure smooth flight operations.
• Served as the main communication link with pilots, relaying important information and updates.
• Handled passenger issues, including medical emergencies and conflict resolution, maintaining high levels of customer satisfaction.
• Ensured compliance with safety, security, and company policies.
• Delivered high-level passenger service, managed crew briefings, and emergency procedures.

Senior Cabin Crew Member - South African Airways

(1999-08 - 2007-09)

Licence No: 0274021039

• Coordinated tasks among cabin crew to ensure smooth flight operations.
• Served as the main communication link with pilots, relaying important information and updates.
• Handled passenger issues, including medical emergencies and conflict resolution, maintaining high levels of customer satisfaction.
• Supervised 5–16 crew members, maintained documentation, international destination upheld safety standard.

Business Owner - 2 Wire Consultants

(2007-12 - 2010-01)

• Provided tailored B2C and B2B services, delivering quality solutions at competitive prices.
• Secured foreign direct investment by positioning the firm as a hub for innovative, developer-driven smart-technology solutions, leveraging South Africa's emerging BPO incentives.
• Streamlined operational workflows by implementing robust time-management frameworks, enhancing productivity and delivering measurable business impact; achieved a 92% success rate with only 12 clawbacks.
• Directed short-term insurance sales under Medscheme and Liberty Life, achieving consistent revenue growth and expanding client portfolio through targeted outreach and relationship management.

Senior Certificate - Matric - Trafalgar Senior (1989)