Mvelo Nyaka

Customer service Team lead with 2+ years of expirance and over 5 years expirance in the customer service industry

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.

Fairvale Secondary School / Matric- Grade 12

MONTH 2009 - December 2014, Durban

MANCOSA / Higher Certificate Supply Chain Management

January 2015 - December 2015, Durban

MotherLand Training / Microsoft Office Suite Training 

January 2015 - December 2015, Durban