Thato Manyarela

Experienced Team Leader and Contact Centre Professional with more than 15 years of experience in banking, fraud investigations, sales, customer service, and people management. Proven track record in leading high-performing teams, coaching and developing staff, driving sales performance, managing operational targets, and resolving customer issues. Strong background in fraud assessment, stakeholder engagement, reporting, and workforce management.

Team Leader - PCP - Alpha Bpo

• Help build the campaign from the ground up
• Assist with training and development
• Manage the dialer and monitor productivity
• Manage and compile effective reporting to the relevant stakeholders

Team Leader – Dotsure Campaign - TALKSURE

• Lead and manage contact centre teams to achieve sales and operational targets
• Monitor agent performance and provide coaching and development
• Manage attendance, productivity, quality, and compliance
• Compile and report daily and weekly performance statistics

Team Leader – Device Care Plan Campaign - TALKSURE

Previous Assignment

• Managed team performance and service delivery
• Conducted coaching sessions and performance reviews
• Maintained operational reporting and attendance management

Team Leader – Mix Telematics (Tracker) Campaign - TALKSURE

Previous Assignment

• Led outbound sales teams
• Managed team performance and target achievement
• Conducted training and development initiatives

Team Leader – Multichoice Campaign - TALKSURE

(2023-05)

Various Campaign Assignments

• Managed sales and service teams
• Improved agent performance through coaching and mentoring
• Handled escalations and customer queries

Team Leader – Comparison Tech Campaign - OUTWORX

(2021-07 - 2022-12)

• Managed team performance and sales delivery
• Conducted coaching, training, and performance reviews
• Managed attendance, reporting, and workforce planning

Sales Agent – UK Telecoms Campaign - OUTWORX

(2021-03 - 2021-07)

• Sold telecommunications services to UK customers
• Consistently achieved sales targets

Fraud Assessor - NEDBANK

(2008-03 - 2021-05)

• Investigated fraud cases and customer disputes
• Analysed transactions and gathered evidence
• Maintained fraud databases and case records
• Produced reports and managed case administration

Sales Consultant - NEDBANK

(2007-11 - 2008-02)

• Sold banking products and services
• Generated new business opportunities
• Assisted clients with account-related queries

Call Centre Agent (Outbound & Inbound Relief) - NEDBANK

(2007-01 - 2007-10)

• Welcomed new clients and verified customer information
• Resolved customer enquiries and escalated complex cases

Telemarketer - VARSITY COLLEGE

(2006-05 - 2006-12)

• Promoted educational programmes
• Scheduled appointments for prospective students

Field Agent - LEGALWISE

(2005-03 - 2005-10)

• Generated new business and promoted legal services

Master of Ceremonies - That-O-Riginal MC (Self-Employed)

• Hosted weddings, graduations, corporate events, gala dinners, and business functions
• MC for major corporate events including Nedbank functions and Telemedicine Gala Dinners

Grade 12 (Matric) - Topaz Secondary School

Certificate - New Venture Creation (Entrepreneurship) - Durban Institute of Technology

Incomplete - Advertising Studies - Varsity College