Tamia Michael

Dedicated and results-driven Team Leader with over 5 years of experience in customer service, technical support, team management, and operational excellence. Proven ability to lead high-performing teams, improve customer satisfaction, and resolve complex technical issues. Recognized for rapid career progression, including promotion from Client Support Specialist to Technical Support Specialist within one month and promotion from Customer Service Representative to Team Leader within one year.

Skilled in coaching, troubleshooting, stakeholder management, and process improvement.

Team Leader - Concentrix / Webhelp - Johannesburg

(2024-11 - 2026-05)

• Managed and coached a team of customer service advisors to achieve performance goals.
• Conducted performance reviews, coaching sessions, and development planning.
• Improved team productivity, customer satisfaction, and quality metrics.
• Supported operational restructuring and process improvement initiatives.
• Consistently achieved top results in FCR and customer satisfaction.

Customer Service Representative - Concentrix / Webhelp - Johannesburg

(2023-05 - 2024-11)

• Delivered exceptional customer service and issue resolution.
• Managed customer inquiries while meeting quality and productivity targets.
• Earned promotion to Team Leader through outstanding performance and leadership potential.

Customer Service Advisor - iContact BPO - Johannesburg

(2021-05 - 2022-09)

• Provided customer support while handling confidential client information and medical records.
• Maintained high standards of professionalism, accuracy, and compliance.
• Resolved customer concerns efficiently while ensuring excellent service delivery.

NQF Level 4 - Generic Management (2022 - 2023)

National Senior Certificate - Matric (2019 - 2019)