Uyabela Radebe

Results-driven Customer Service Team Leader with 5+ years of experience supporting US and UK-based clients. Skilled in escalations handling, KPI management, staff coaching, and leveraging CRM systems to deliver outstanding customer experiences and drive operational excellence in fast-paced, multicultural environments.

Customer Service Team Leader - Response BPO

(2026-02)

• Lead and coach a team of 15 agents to achieve performance targets and deliver excellent customer experiences.
• Manage escalations, ensure SLA adherence, and drive process improvements.
• Track KPIs (CSAT, AHT, FCR, SLA) and implement strategies to improve team performance.
• Produce performance reports and provide feedback to drive continuous growth.

Customer Service Team Leader - Nutun US

(2024-02 - 2026-01)

• Oversaw US client operations and ensured high levels of customer satisfaction.
• Conducted agent training, quality assurance reviews, and performance coaching.
• Managed complex customer issues, escalations, and service recovery.
• Utilized CRM systems to monitor customer interactions and improve service delivery.

Customer Service Representative - Huntswood

(2022-08 - 2024-01)

• Provided excellent support via phone, email, and live chat for UK-based clients.
• Resolved customer inquiries, complaints, and processed orders efficiently.
• Maintained accurate records in CRM systems and achieved 95%+ CSAT scores.
• Contributed to team goals by consistently meeting KPIs and quality standards.

Information Technology (A+) - Information Technology - TVET College (2024)

Matric (Grade 12) - Sobantu Secondary School (2014)