Mpho Vilakazi

Results-driven Team Manager with 6 years of experience in the call centre/BPO industry and a proven track record of leading high-performing teams, building strong client relationships, and driving operational excellence. Skilled in stakeholder management, performance optimization, and strategic problem-solving, with a consistent focus on delivering exceptional results and business growth.

Team Lead - Amalfi Outsourcing -Gexel

(2024-01 - 2026-12)

• Led high-performing teams to consistently achieve and exceed operational, productivity, and customer experience targets.
• Built and maintained strong client relationships through proactive communication, performance reporting, and effective issue resolution.
• Utilized data analysis and performance insights to identify trends, implement strategic improvements, and drive continuous campaign success.

Performance Coach / Customer Service Agent - IntelliBPO

(2022-01 - 2024-12)

• Consistently exceeded performance, quality, and customer satisfaction targets, ranking among the top-performing Customer Service Agents.
• Provided performance coaching, feedback, and development support to improve team productivity, quality scores, and overall performance.
• Resolved complex customer inquiries and escalations while maintaining high service standards and building positive customer relationships

Customer Service Agent - iContactBPO

(2019-01 - 2022-12)

• Coordinated the end-to-end retrieval of medical records from healthcare providers, ensuring timely delivery, data accuracy, and compliance with confidentiality and regulatory standards.
• Built and maintained strong relationships with medical facilities, insurance partners, and clients, effectively resolving escalations and accelerating record acquisition processes.
• Consistently exceeded productivity, quality, and service-level targets through exceptional attention to detail, proactive problem-solving, and efficient case management in a high-volume environment.

Information Technology - Rosebank College (2019-01 - 2020-12)

National Senior Certificate (Matric) - Protea Glen Sec (2012-01 - 2017-12)