Team Leader at Atain (2025-10 – Present)
Lead, coach, and support a team of customer service agents to achieve performance and quality targets.
- Monitor agent performance, conduct call evaluations, and provide structured feedback and development plans.
- Handle escalations and resolve complex customer issues efficiently.
- Track KPIs including AHT, QA, adherence, and customer satisfaction.
- Support onboarding and continuous training of agents.
- Collaborate with management to improve processes and service delivery.
Subject Matter Expert (SME) at IGT Solutions (2024-11 – 2025-10)
- Create, update, and maintain training materials and process documentation.
- Conduct training sessions and workshops for new and existing staff.
- Act as an escalation point for complex customer queries.
- Monitor calls and interactions to ensure quality and compliance.
- Mentor agents and promote knowledge sharing across teams.
- Analyse customer feedback to identify trends and improvement opportunities.
Process Associate – Online Banking at IGT Solutions (2024-03 – 2024-11)
Provided customer support via calls, chats, and emails for online banking services.
- Resolved login issues, password resets, transaction errors, and account queries.
- Assisted customers with fund transfers, bill payments, and banking features.
- Maintained accurate customer records and ensured regulatory compliance.
- Collaborated with fraud, operations, and account management teams.
Process Associate at IGT Solutions (2023-11 – 2024-03)
- Delivered first-call resolution through calls, chats, and emails.
- Maintained accurate case notes and followed standard operating procedures.
- Built strong customer relationships and represented the brand professionally.
Insurance Customer Service Representative at EXL Services (2023-05 – 2023-11)
- Resolved policy and coverage queries.
- Processed policy modifications and verified coverage details.
- Provided proof of insurance and followed up on customer requests.
Sales Advisor at EXL Services (2022-08 – 2023-04)
- Managed customer queries and complaints effectively.
- Upsold products while delivering excellent customer experience.
- Processed sales transactions accurately.
Telemarketer at The Foschini Retail Group (2022-03 – 2022-07)
- Conducted outbound sales calls and handled inbound enquiries.
- Used scripts to communicate product features and benefits.
Fashion Consultant at The Fix (Foschini group) (2021-06 – 2022-03)
- Provided customer service and product recommendations.
- Processed payments and ensured loss prevention standards.
Financial Aid Assistant (Intern) at Lovedale TVET College (2018-05 – 2021-03)
- Assisted students with financial aid applications.
- Managed administrative duties and student support services.
