Miche Overmeyer

Detail-oriented Quality Assurance and Coaching professional with extensive experience in coaching, performance management, customer experience and operational excellence. Certified in the Aspire to Be Supervisory Course and currently completing an NQF Level 4 Generic Management Learnership. Experienced in developing people, improving KPI performance, ensuring compliance and delivering high-quality customer experiences.

Coach at Concentrix (2025-04 – Present)

• Evaluate agent performance against quality and KPI standards.
• Identify performance gaps through call listening and data analysis.
• Conduct calibration sessions to ensure consistency in scoring and feedback.
• Provide targeted coaching to improve quality scores and customer experience.
• Monitor academy performance and provide structured support where required.
• Maintain performance documentation and reporting using Excel spreadsheets.
• Deliver on-the-spot coaching sessions aligned with operational requirements.
• Report daily on action plans and conduct weekly accountability check-ins.
• Handle objection management, manager escalations and problem solving while ensuring compliance.
• Analyse trends and recommend process improvements to leadership.

Technical Support Agent at Concentrix (2023-06 – 2025-03)

• Delivered high-quality customer support while adhering to service standards.
• Maintained strong customer satisfaction and compliance with processes.

Academy & BAU Coach/Facilitator at Merchants (2019-06 – 2023-05)

• Conducted quality-focused coaching and performance evaluations.
• Supported QA alignment through training and feedback standardisation.
• Tracked learner performance and coached to improve operational readiness.
• Partnered with QA teams to improve service delivery and compliance.

Senior Customer Service Agent at Merchants (2018-03 – 2019-03)

• Ensured adherence to quality standards and effectively handled escalations.

Matriculated in 2012