Thabile Masilela

As a dedicated and self-motivated individual with a strong background in Customer Services, Acquisitions, Project Management, and Quality Assurance, With 8 years of experience in the Contact Centre industry, I excel in fast-paced environments that demand strategic thinking, creativity, and collaboration. With a proven track record of driving results and delivering exceptional customer experiences, I leverage my expertise to drive business growth, improve processes, and foster continuous learning and development.

Customer Experience Skills Coach - Tracker Connect Pty Ltd

(2025-12)

• Collaborate weekly with the Management Team to identify performance trends and service gaps.
• Propose and implement targeted training interventions to address identified gaps.
• Deliver targeted training sessions to enhance technical, operational, customer service skills and reinforce best practices.
• Develop and facilitate training programs tailored to 24HR operational needs.
• Compile monthly knowledge assessments aligned with critical service processes and systems
• Participate in special projects and act as a change agent for strategic initiatives.
• Provide support to the Training officer in the Facilitation of the Training Programs.
• Provide process guidance and ensure compliance with SOPs and emergency protocols.
• Draft and present management reports on training outcomes and team performance.
• Monitor and evaluate training effectiveness and recommend improvements.
• Ensure all project deadlines and service-level commitments are met.

Customer Experience Skills Coach - Tracker Connect Pty Ltd

(2024-09 - 2025-11)

• Led onboarding and workplace readiness for new hires, including system access and integration support.
• Coordinated training rollouts, system updates, and cross-skilling initiatives with key stakeholders.
• Conducted skills assessments, tracked progress using skills matrices, and developed targeted training programs.
• Designed learning frameworks, delivered coaching through call listening, and ensured SOP compliance with ISO9001 standards.

Customer Experience Quality Assurance Coach/Assessor - Tracker Connect Pty Ltd

(2023-03 - 2024-08)

• Conducted detailed evaluations of policy compliance, data accuracy, and customer interactions to uphold company standards.
• Used QA analytics to identify skill gaps, support targeted training, and mitigate business risks.
• Coached and developed teams through hands-on support, driving performance and customer service excellence.
• Led strategic quality initiatives, including calibration sessions, reporting, script optimisation, and process standardisation.

Customer Service: Product Support & Mentorship Agent - Tracker Connect Pty Ltd

(2018-04 - 2023-02)

• Delegated tasks and supported team productivity while resolving high-level (CEO) complaints through technical troubleshooting.
• Provided frontline support for tracking units, vehicle monitoring, and client status updates, ensuring accurate real-time tracking.
• Analysed Excel data and CRM insights to identify performance trends and enhance customer service delivery.
• Collaborated with management on quality improvement initiatives and maintained effective communication with stakeholders.

Adjudicator's Assistant - Tshimong

(2018-01 - 2019-12)

• Facilitated local school debating tournaments, ensuring smooth event execution.
• Coordinated detailed scheduling to maintain structured and timely tournament flow.

Part Time Front Desk Clerk - Paul James Hairdressing Salon

(2015-04 - 2016-03)

• Expertly managed walk-in and online customer bookings, ensuring smooth scheduling and high client satisfaction.
• Conducted regular stocktakes to maintain accurate inventory and support operational efficiency.
• Handled customer inquiries professionally via email and SMS, enhancing overall customer experience.
• Performed daily cash-up procedures with precision, ensuring financial accuracy and accountability.

National Senior Certificate - Matric - Bracken High School (2009 - 2013)

NQF Level 4 - Contact Centre Operations - Tshiredo Training Academy (2017 - 2018)

120-Hour TEFL Certificate - English Language Teaching - The Professional Institute (2021 - 2021)

Certificate in Contact Centre Project Management Methodology - Project Management - Tracker Connect Pty Ltd (2023 - 2023)

Certificate in SHE Representative - Health, Safety and Environment - NOSA College (2023 - 2023)

Certificate in Business Writing Skills Introduction - Business Writing - Blazing Moon (2025 - 2025)

Certificate in Microsoft Word 365 Intermediate - Microsoft Word - Blazing Moon (2025 - 2025)