Mvelo Nyaka
Customer Service Team Lead
Talent
Durban, eThekwini Metropolitan MunicipalityMember since March 10, 2023
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About
Customer service Team lead with 2+ years of expirance and over 5 years expirance in the customer service industry
Experience
Capability BPO / Customer service Team Manager
September 2021 - Current , Durban
- Supervise customer service team
- Develop policies and procedures
- Focus on customer satisfaction
- Develop goals and report progress
- Effective liaison between customers and internal departments
- Prepared daily quality and complaints reports to assist business leaders with key decision making and strategic operational planning.
- Managed opening and closing procedures and recommended changes to enhance the efficiency of daily activities.
- Manage team attendance
- New employee training and development
Capability BPO / Junior Customer Services Team Manager
February 2020 - September 2021, Durban
- Provided top quality control and eliminated downtime to maximize revenue.
- Scheduled staff shifts to cover peaks and lulls in customer inquiries.
- Managed workflow to exceed quality service goals.
- Researched complex problems and resolved issues independently each day.
- Cross-trained and backed up other customer service managers.
- New employee training and development
- Performed in-depth research to answer more complex questions.
- Supported customer service manager in overseeing the team and staying on top of workload.
- Updating team attendance
- Providing updates and feedback for new deals created by the team
- Reviewed overdue tickets and followed up with agents to resolve the root cause of delay or provide a quicker resolution
Capability BPO / Customer Services Representative (Business to Business)
January 2019 - January 20202 , Durban
- Worked with clients to develop new campaigns and advising of ways to improve their deals performance
- Deal management and financial queries
- Providing general information
- Managing day to day team administration
- Providing updates and feedback for new deals created by the team
- Secondary support to the team when Team Lead is not present
- Managed opening and closing procedures and recommended changes to enhance the efficiency of daily activities.
- Manager escalations
Company Name /Sales Representative
January 2018- January 2019 , Durban
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal targets
- Applied knowledge of the market and a full range of innovative and unique products to meet customer needs.
- Processed credit and debit card payments to complete purchasing experience.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
