Rouxshin Kiah

Experienced Customer Service professional and Team Leader with a strong background in customer experience, team performance management, coaching, quality assurance, complaint management and operational support. Progressed from Customer Service Advisor to Team Leader, with experience leading advisors, SMEs and coaches, supporting probationary employees, managing performance against KPIs and handling customer complaints and difficult conversations. Adaptable, reliable, solution-oriented and calm under pressure, with a strong commitment to excellent customer service and team development.

Team Leader at DBC International / CX International – BES Utilities

• Managed day-to-day team performance, attendance, punctuality and productivity.
• Coached and mentored team members to improve performance and achieve individual and team targets.
• Motivated staff to meet and exceed performance expectations.
• Delegated tasks and managed workloads to support efficient daily operations.
• Monitored quality standards and ensured adherence to company procedures.
• Managed customer complaints and supported the resolution of complex customer-service issues.
• Supported team members with challenging customer interactions and operational challenges.
• Managed internal team conflicts and promoted a positive, collaborative working environment.
• Monitored performance metrics and identified areas requiring improvement or additional support.
• Contributed to smooth daily operations with a strong focus on customer service excellence.

Academy Team Leader at DBC International / CX International – BES Utilities

• Managed advisors transitioning from training into their three-month probation period.
• Managed and supported SMEs (Subject Matter Experts) and coaches within the Academy environment.
• Provided direction and oversight to SMEs and coaches to ensure advisors received consistent coaching, guidance and support.
• Took responsibility for the development, performance and progression of new advisors throughout probation.
• Monitored advisor performance against required KPIs and identified areas requiring additional coaching and development.
• Coached, guided and nurtured advisors to help them build confidence, improve performance and meet required standards.
• Conducted performance discussions and provided constructive feedback.
• Handled difficult and sensitive conversations when advisors did not meet required KPI or probation standards.
• Made performance-based recommendations regarding the continuation or termination of probation in line with company requirements.
• Supported SMEs and coaches in addressing performance concerns and ensuring consistent advisor development.
• Managed customer-service and complaint-related matters as part of the Academy leadership function.
• Balanced employee development and support with operational, customer-service and performance requirements.

Customer Service Advisor at DBC International / CX International – BES Utilities

• Joined DBC International as a Customer Service Agent and later moved to the Change of Tenancy team.
• Supported the Vacant Sites campaign and assisted the department and wider operational teams as required.
• Conducted quality checks on colleagues' work to ensure accuracy and compliance.
• Assisted with customer and client complaint resolution.
• Reported on team performance statistics and supported KPI tracking.
• Assisted with workload planning and daily operational preparation.
• Adapted to changing business requirements and provided flexible operational support.

Language Consultant at CallForce – iTutorGroup Campaign

• Delivered remote English language lessons to a diverse international student base.
• Maintained KPIs relating to attendance, adherence, performance and customer satisfaction.
• Provided professional, student-focused service throughout interactions.
• Supported learners in developing reading and speaking skills through structured lesson plans.
• Maintained a strong focus on service quality and client satisfaction.

Clerk – EPWP at CCT Brackenfell DLTC

• Verified client documentation for accuracy and validity.
• Managed filing systems and maintained permanent storage of client records.
• Assisted the Compliance Manager with scheduling and rescheduling Learner and Driver Licence appointments.
• Supported resolution of client queries and conflicts.
• Contributed to efficient office operations and accurate administrative processes.

Matric – Bellville Technical High School (2012)

NQF Level 5 in Sound Technology (2014)

Certificate in Audio Engineering – CAE (2014)