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.
