Lala N

Team Leader, Call Centre Operations at Vodacom Mozambique (2016-08 – 2025-01)

Led call centre operations with focus on performance optimization and team development

• Optimised operational performance through systematic call flow monitoring, identifying patterns and implementing strategic interventions to enhance service efficiency.
• Conducted in-depth analysis of call volume variations, developing predictive models to dynamically adjust human resource allocation across different shifts.
• Rigorously managed staff attendance, producing comprehensive reports detailing presence, lateness, and absences.
• Generated comprehensive performance reports on daily, weekly, and monthly cycles, providing strategic insights for continuous team improvement.
• Cultivated a proactive communication culture by conducting regular team meetings and individual coaching sessions, significantly boosting agent motivation and professional development.
• Developed and standardised a structured complaint management process, ensuring swift and effective resolution of customer issues.
• Carried out systematic call quality assessments, creating performance matrices to identify improvement areas and implement targeted training programmes.

Call Centre Agent at Vodacom Mozambique (2013-10 – 2016-08)

Provided customer support and sales services for mobile telecommunications company

• Executed pre-registration of mobile cards, ensuring data processing accuracy and efficient customer service.
• Provided specialised support to prepaid plan customers, identifying and resolving specific mobile communication needs.
• Handled postpaid customer calls, offering personalised technical and commercial support.
• Conducted courtesy calls for proactive complaint resolution, contributing to enhanced customer satisfaction and retention.
• Performed courtesy calls for prospecting and selling Vodacom products/services, expanding the client portfolio and company revenue.

IT Internship at Banco de Moçambique (2010-01 – 2010-12)

Participated in institutional portal development and implementation

• Participated in developing the institutional portal using SharePoint 2010, implementing content management and internal collaboration solutions.
• Assisted in configuring interfaces and functionalities that optimised communication and information sharing across bank departments.
• Contributed to implementing navigation structures and information architecture that improved corporate portal accessibility and usability.
• Conducted functionality testing and bug resolution to ensure stable performance and intuitive user experience.
• Documented development and configuration processes for technical support and knowledge transfer.

Undergraduate in Computer Engineering – Instituto Superior de Ciências e Tecnologia de Moçambique (ISCTEM) (2010)