Operations support team leader
R23000 / month
November 19, 1994

About Candidate

A highly motivated and ambitious individual, a hard working Team Leader who performs and delegates
multiple duties in a respectful and professional manner. I am an individual with a fair and consistent approach
to managing staff and possesses extensive experience in guiding, supervising and developing them. Apart
from my ability to effectively lead a team, I can also motivate staff to do better, make sound decisions and
work with managers and staff at all levels of responsibility. I have excellent customer service experience and
am recognized for having exceptional people skills while working in diverse settings with all ages


Work & Experience

Call Centre agent 03/31/2014 - 09/30/2015
Lancet Laboratories

Overview: Medical Responsibilities: * Answering phones from customers professionally and responding to customer inquiries and complaints. * Researching required information using available resources. * Handling and resolving customer complaints regarding product sales to customer service problems. * Providing customers with the organization's service and product information. * Processing forms, orders, and applications requested by the Customers. * Identifying, escalating priority issues and reporting to the high-level management. * Following up complicated customer calls where required. * Obtaining and evaluating all relevant data to handle complaints and inquiries. * Recording details of comments, inquiries, complaints, and actions taken. * Managing administration, communicating and coordinating with internal departments.

Client services team leader 10/01/2015 - 05/31/2016
Lancet Laboratories

Ensured continuous improvement within the customer service department. * Demonstrated flexibility to support the Customer Service Team Manager in meeting organizational objectives. * Taking ownership of any escalations/complaints. * Ensuring development and upskilling of staff. * Met and exceeded targets and KPI's * Lead a team of agents and provided exceptional customer service. * Guided agents by demonstrating exceptional customer satisfaction rates, by applying well informed technical knowledge to customer service. * Coached and trained agents with all competencies to deliver exceptional customer service resolutions. * Managed requests/escalations between different business units to solidify resolution outcomes. * Managed quality assurance. * Ensured quality customer service delivery. * Organized, prioritized and scheduled work assignments to meet business needs. * Actively sought out solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience.

It service Desk engineer 06/01/2016 - 08/31/2018
Lancet Laboratories ELAB

Ensure all allocated tasks are escalated and logged to determine workflow for the day to ensure optimal utilization of resources. * Executed tasks in order of importance as indicated by supervisor. * Worked on long term projects to meet departmental objectives. * Captured progress and generate a completion report to enable status updates on the system to keep the business updated regarding status of system availability. * Carried out installations, trouble shooting and support complex application specific software to ensure continual system interface for all users. * Providing First-Line Support to users. * Achieved agent availability measurement. * Adhered to telephone etiquette standards. * Maintained average tickets logged per day. * Ensured user details is confirmed and updated where relevant. * Ensured adherence to ticket quality standards. * Ensured tickets status is updated within SLA. * Ensured correct call closure procedure is followed. * Maintained all time high customer satisfaction ratio. * Assigning of calls to appropriate support technicians. * Maintained the helpdesk system and extract appropriate reports. * Escalated complicated problems. * Conducted support for technical upgrading and maintaining of entire desktop systems. * Assisted in testing and deployment of new applications and systems. * Maintained an excellent level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner. * Maintained outstanding verbal communication skills with the ability to communicate seamlessly with technical and non-technical colleagues at all levels in the organization. * Resolve issues by carrying out problem analysis to implement temporary or permanent solutions. * Accurately record, update, and document requests using the IT service desk system and any other duties as assigned by the company.

Operations Team leader 09/01/2018 - 02/28/2022
Ezaga Holdings

Appraised and reviewed performance as necessary. * Recruitment and selection. * Oversaw staff meetings and training. * Responsible management of team through motivation and incentives. * Identified and managed monthly performance, targets and efficiencies. * Work closely with operations manager on processes, systems and reporting. * Identify inefficiencies and implement improvement plans. * Ensured all daily/weekly and monthly operational reports are managed and updated. * Regular and month-end reporting to Operations manager. * Helped to develop and implement customer service policies in the company. * Supervised the operations team of staff. * Analysis statistics and compiled accurate reports. * Input into the establishment of systems and sound practices in order to comply with best practices, legislation or other regulations and guidelines. * Coached staff and identify training needs. * Ensures ongoing training and development of staff to build knowledge and skills. * Managed workflow and work schedules. * Measured team and individual performance and provide feedback. * Identifed peaks in complaints and bottlenecks in service and react accordingly. * Ensured that service level agreements are adhered to specifically with regard to turnaround times on telephone or email correspondence. * Monitored and manage staff work performance. * Oversaw and supports the deployment of hardware and software to end users(including the installation, configuration and testing of more complex hardware.


Emoployee of the Year 2021
I received the employee for the year award for 2021 at eZaga holdings
Call Centre Agent of the month. 2015
I received the call Centre Agent of the month for June july and August in 2015 as a result of this I was given the opportunity to move to client services