Nokuthela Simelane

Learning & Development expert with 1+ years of experience in corporate and business environments. Consistent achiever of high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming teams and operations. Leader of customer-focused teams by instilling a shared, enthusiastic commitment to Learning & Development as a key driver of company goal attainment.

Leading by example and ensuring the execution of knowledge management policies and business development approaches.

Learning & Development Trainer & Facilitator at Capability BPO (2024-01 – Present)

Responsible for the overall direction, coordination, quality and productivity of Learning & Development (L&D) functions for New Hire & Tenured Contact Centre Operations staff through soft skills and technical knowledge facilitation. Overseeing and managing the L&D operations of training waves/groups in Cape Town and occasionally in Durban. Providing guidance and support on the day-to-day L&D knowledge management activities and performance along with leadership on operational opportunities in ensuring delivery of business obligations.

• New Hire Cultural, Soft Skills and Technical Training & Facilitation
• Evaluation and revising of Business Processes and Procedures
• Learning & Development (L&D) Pathway Development

Training Facilitator at Contact Centre International (CCI) (2016-06 – 2019-05)

Support clients with policy management, claims, and inquiries, ensuring accuracy, efficiency, and satisfaction. Proactively engage in retention strategies and relationship-building to foster loyalty, while identifying opportunities to offer additional products based on evolving needs.

• Product Knowledge
• Understand insurance products (auto, home, life, etc.) to confidently present and explain features
• Consultative Selling
• Ability to assess customer needs and recommend suitable coverage
• Persuasion & Influence
• Effectively motivate clients to make purchasing decisions
• Lead Generation & Follow-Up
• Identify prospects and follow through with timely outreach and engagement
• Closing Techniques
• Know how and when to close a sale confidently and ethically

Subject Matter Expert/Floor Assistant at Capabilitybpo (2023-06 – 2024-12)

Customer Care Consultant at Capabilitybpo (2021-08 – 2024-06)

Managing and supporting low performing Contact Centre Agents (CSAs). Tracking performance, setting targets, taking on supervisor calls and customer escalations. Facilitating of continuous coaching and developing of CSAs on how to handle calls, customers as well as providing the best customer satisfaction.

• Consultant Development
• Consultant Mentoring
• Escalated Calls
• Escalated Queries
• Daily Meetings and Briefing

Grade 12 (Matric) – Fairvale Secondary School (2009-10)