Senior Team Leader at Foundever SA (2025-09 – 2026-06)
Leadership and management role overseeing team performance, customer service excellence, and operational efficiency in healthcare industry
- Attendance, adherence, attrition, behavioral, and performance management
- Daily scheduling of call calibrations held with global sites for insights on continuous improvement areas within the business across sites to ensure alignment
- Grad bay to tenure team management (Product refreshers and knowledge checks)
- Daily upskill sessions for advocates within nesting (product refreshers, coaching, 121 to probation management overall)
- Implementation of customer service strategies such as soft skills, empathy training and customer success focus
- Quality assurance – daily to weekly insights and calibrations with quality team both internally and globally to ensure scorecard alignment
- Reporting directly to operations manager, senior operations manager, client and director of campaign, inclusive of global counterparts
- Effective communication and impactful coaching sessions daily, weekly to monthly to achieve targets and maintain team to site performance
- Tool usage: Kronos management, boost (success factor), ETSA (HR system), CRM management, Power BI tools, Nexedia, Citrix, Qfiniti, timesheet management, Microsoft Office, Word, Excel and Power Point
- Excellent supervisory skills (experience leading and managing small team to a team of 35+ not exceeding 60)
- Ability to establish and maintain effective relationships within the business and on client level
- Strong understanding of healthcare industry and ensuring targets/performance met with track record that exceeds customer satisfaction
Senior Demand Generation Sales Team Leader/Coach at Rankcom/Wego Media/Way Media (2022-10 – 2025-09)
Leadership role in demand generation and sales with responsibility for team management, campaign delivery, quality assurance, and global coordination
- Employee induction (Screening of new employees, conducting interviews)
- Product trainer (Focusing on upskilling and refreshers)
- Grad bay management to tenure team management
- Campaign management and exposure – Delivering based on SLA provided by the clients across EMEA, UK, APAC
- Implementing sales strategies tailored and suited to achieve campaign requirements
- QA – Assessing leads to ensure quality standard met before QA conducts secondary check and final checks completed by global team for 100% conversion
- Scheduling and leading calibrations across both South Africa and global sites, weekly reporting on performance
- Performance, behavioural, attendance, attrition and adherence management
- Strategic thinking and problem-solving skills
- Ability to work within fast-paced environment, being self-motivated and target driven with excellent leadership and people skills
- Effective communication and feedback for impactful coaching sessions with strong coaching ability and adaptability
- Reporting directly to associate director and counterparts in global sites to collaborate on strategies
- FTE reporting daily, weekly console and monthly console tracking all campaigns worked and operational attendance
- Tool usage: CRM management, Genesys dialer, Power BI tools, timesheet management, Microsoft Office, Word, Excel, Power Point and Zoho mail
- Excellent supervisory skills (experience leading and managing small team to a team of 15+ not exceeding 50)
- Strong relationships with global clients and partnering branches with proven implementation of globally deployed ideas
- Strong understanding of sales and lead generation space ensuring targets/performance met with track record exceeding business expectations
Debt Collection Consultant/2IC To Team Leader at Sigma SA (2020-11 – 2022-10)
Debt collection and customer service role managing utilities queries, complaints handling, and team support
- Utilities queries – Electricity and Water Billing Queries
- Email Correspondence – Following up on customer inquiries and complaints and responding within SLA's
- Statement Rebilling
- Amendment and adjustments of statements/accounts
- Meter read capturing and amendments
- Complaints handling and resolution
- Debt collection
- Performance and behavioral management
- Upskilling of grad bay teams and leading calibrations
- Working hand in hand with a client based in UK regarding campaign requirements
Online Web Chat Consultant/Quality Assessor/2IC at Webhelp SA Outsourcing LTD (2016-08 – 2020-06)
Customer service and quality assurance role managing online chat support, complaints handling, and team quality management
- Online customer service – handling of retail and marketing related services
- Complaint's handling – regarding account order disputes, delays and courier delays
- General customer service (chat service and telephonically), notifying relevant departments via email or telephonically
- Amendment and adjustments of accounts
- Handling correspondence for follow-ups on orders via email or telephonically
- Raising of marketing or financial concerns – OMBUDSMAN queries
- Assisting with account credit assessments for affordability
- Direct correspondence with couriers and suppliers to resolve and close off queries/complaints
- Time sheet completion for payroll purposes – team based only according to cascade
- Performance and behavioral management
- Assessing quality of calls and chats across operational floor for web chat department specifically
- Leading calibrations for grad bay teams
General Employee/Sales Assistant/Warehouse Employee at Kolnicks Linen (Sheraton House) (2012-12 – 2016-05)
Entry-level role covering customer service, sales, data management, and warehouse operations
- Customer service (One on one assistance and telephonically assisting)
- Sales capturing
- Data capturing (Specifically product information for stock takes purposes)
- Customer service queries resolution
- Store consultant
- Stock take – Allocation of stock per branch
- Warehouse distribution of stock
