Sales Executive at MOTUS GROUP (2025-12 – Present)
- Identify and pursue new sales leads and business opportunities.
- Develop and maintain strong relationships with existing and potential clients.
- Present and demonstrate products or services to prospective clients
- Negotiate and close sales agreements.
Team Leader at Ignition Group (2025-04 – 2025-12)
- Analysed departmental workflows to identify bottlenecks hindering team output, implementing streamlined communication protocols that increased productivity by 15% over six months.
- Conducted regular one-on-one coaching sessions to support professional development and skill acquisition for junior staff, significantly improving team morale and reducing staff turnover.
- Investigated recurring service failures to identify root causes of client escalations and implemented a new quality assurance checklist, reducing reported issues by 25% within one quarter.
- To ensure all team members were performing at their peak, I introduced a system of peer reviews based on weekly performance data. This fostered a culture of accountability and resulted in a measurable rise in work accuracy across the board.
Team Supervisor: MTN MoMo Campaign at MTN (2023-05 – 2025-02)
- Supervise sales team activities, including marketing initiatives and product activations.
- Assist the Line Manager in recruiting, training, remunerating, and retaining a competent sales team.
- Provide comprehensive reports to executive management, including sales data, lead generation, customer complaints, and new client onboarding.
- Prepare professional sales presentations and essential sales tools.
- Assist Line Managers in ensuring effective client communication, maintaining contact networks, and providing feedback.
- Initiate sales activities, strategies, and plans required to enhance brand visibility.
- Serve as a role model for employees by demonstrating a strong work ethic, professional habits, and integrity.
- Develop and maintain accurate records of prospects, leads, pricing, sales activities, and active clients.
- Monitor and control marketing expenses to ensure expenditure remains within the allocated budget.
Team Leader / Team Manager at Capability BPO (2018-04 – 2020-02)
- Managed campaigns including CS (Local), Costco, Gateways, and GA RT (Resolution Team).
- Manage and resolve complex customer escalations effectively.
- Analyse First Contact Resolution (FCR) targets and support teams in achieving performance metrics.
- Support agents in meeting productivity, quality assurance, and attendance targets.
- Propose methods to improve operational efficiency and service delivery for internal and external stakeholders.
- Conduct regular coaching and development sessions for agents.
- Foster a high-quality work environment to motivate team members to perform at their peak.
- Address disciplinary and performance issues in accordance with company policy.
- Establish work procedures and processes that align with company standards and strategic directives.
- Monitor the effectiveness and quality of incoming calls and emails.
- Identify performance weaknesses and develop solutions to improve.
- Ensure compliance with the company quality system.
Customer Service Supervisor (Call Centre) at MTN SA (2010-04 – 2017-12)
Reason for leaving: Outsourced to the Right Source Group. Position held: Same as above. Reason for leaving: Retrenched.
- Manage customer queries and problems in line with company policies and guidelines.
- Finding creative ways to assist consultants in dealing with data-related queries efficiently; evaluating and controlling service levels within the call centre; ensuring the speedy resolution of problems; and providing feedback to customers efficiently.
- Providing management and control of the quality assurance processes.
- Maintaining the quality of products, ensuring all processes are controlled and monitored, processing quality audits, and quality assurance reviews.
- Documenting new and existing processes.
