Operations Supervisor - Teleperformance SA - Cape Town
(2025-01)
Managing ZOPA Bank campaign with focus on team objectives alignment, regulatory compliance, and performance tracking.
- Ensure team objectives align with campaign and organizational goals
- Monitor adherence to industry regulations, data privacy laws, and internal policies—especially crucial in BFSI sectors
- Conduct regular reviews and provide constructive feedback
- Track KPIs such as customer satisfaction, resolution time, and conversion rates
- Develop action plans to meet campaign targets
- Adjust strategies based on performance stats
- Foster a positive team culture through recognition and team-building activities
- Guide team members in skill development and career growth
- Offer hands-on support and lead by example
- Act as a liaison between upper management and the team, facilitating clear and consistent communication
- Adjust staffing levels and distribute workload to meet performance targets
- Track incoming calls, chats or tickets to identify spikes or drops in demand
- Awarded Top team leader for consecutive quarters (Q3 & Q4 2025) in recognition of exceptional leadership, team motivation, and delivery of results
Customer Expert - Teleperformance SA - Cape Town
(2023-01 - 2025-01)
- Handling telephonic customer queries
- Handling customer queries via email
- Meeting company KPI's and metrics on a monthly basis
- Handling social media platforms (Facebook and Instagram)
- Responding to private messages via both media platforms
- Interacting with customers on the companies public platforms such as wallpost
- Handling of customer complaints on Trustpilot
- First escalation point when customers had complaints or feedback
- Tasked to do daily schedule updates and amendment of other agents
- Handled customer queries via live chat
- SME – Floor support
- Trainer JUMP course completed
- Supervisor JUMP course completed
- Back Office Administration
- Assist manager
Sales representative - New Balance - Cape Town
(2023-12 - 2024-03)
Reason for leaving: Better opportunity
- Assisted customers in finding suitable running shoes and apparel fit for their sports
- Ensured that customers received prompt and relevant service on the sales floor and by telephone
- Adhered to all merchandising layouts and housekeeping standards were met
- Participated in stock takes and stock counts
- Ensured that all promotions were advertised and sold timeously
- Met daily and monthly target
