Gakheela Adonis

Team Lead with 5+ years' experience in customer support, retention, and client success environments within regulated financial services. Proven ability to lead and coach high-performing teams, drive SLA, QA, conversion, and retention KPIs, and improve customer experience. Strong background in onboarding, debt review support, performance management, and stakeholder reporting.

Onboarding Support Manager - VANTAGE DEBT MANAGEMENT - Cape Town

(2024-11)

• Lead and coach a team of 8–10 consultants within onboarding and support operations.
• Drive performance across SLA, QA, conversion, and retention metrics. - Conduct performance reviews, coaching sessions, and development plans.
• Monitor daily and weekly KPIs to ensure operational efficiency. - Prepare detailed performance and risk reports for senior management.
• Support process improvement initiatives and ensure compliance adherence.
• Conduct interviews and training for new staff to strengthen team capability.

Retention Specialist - VANTAGE DEBT MANAGEMENT - Cape Town

(2022-10 - 2024-10)

• Managed client retention and suspension processes to minimize cancellations.
• Oversaw client notifications and engagement throughout retention lifecycle.
• Reviewed client feedback and delivered targeted coaching and training.
• Compiled and shared risk and performance reports with stakeholders.
• Supported workforce continuity through transfers and ad-hoc operational tasks.

Client Success Manager - VANTAGE DEBT MANAGEMENT - Cape Town

(2020-01 - 2022-10)

• Managed a portfolio of clients to improve satisfaction and retention outcomes.
• Guided clients through the debt review process and payment plan adjustments.
• Handled client queries via phone and email with a strong service focus.
• Conducted regular budget reviews and supported after-care fee optimization.
• Maintained accurate client records and ensured administrative accuracy.
• Escalated complex client cases to appropriate internal teams.

Customer Service Advisor - CAPITA SA (BRITISH AIRWAYS / O2 CAMPAIGNS)

(2018-10 - 2019-12)

• Delivered high-quality customer service to international airline and telecom clients.
• Managed inbound customer enquiries via phone, email, and chat channels.
• Assisted with booking changes, service queries, complaints, and escalations.
• Worked to strict performance targets including quality, AHT, and customer satisfaction.
• Adhered to data protection, confidentiality, and service compliance standards.

Loan Specialist - DIRECT AXIS

(2017-01 - 2018-07)

• Handled inbound loan enquiries regarding applications, repayments, and account status.
• Provided clear guidance on loan terms, interest rates, fees, and repayment options.
• Assessed loan applications for completeness and eligibility.
• Verified customer documentation and updated loan systems accurately. - Escalated complex or high-risk cases to underwriting and risk teams.

National Senior Certificate - Matric - Belhar Secondary School