Ashley Lee
Customer Service Team Leader
Cape Town,GP
Summary
Operations Supervisor leading daily operations, KPIs, SLAs, coaching 1–2 team leaders, handling 5–15 escalations per week, reporting, and workforce planning for 10–25 agents in customer service teams. Improves customer experience by aligning team leaders, performance management, and service delivery around operational targets. Brings progression from resolution specialist to team leader to supervisor across contact centre environments.
Overview
12
12
years of professional experience
Work History
Operations Supervisor
Teleperformance (ITV)
01.2025 - 01.2026
- Oversaw daily operations, led Team Leaders, monitored KPIs and SLAs, provided coaching, prepared reports, handled escalations, planned workforce, and enhanced customer experience.
- Supervised daily operations, ensuring adherence to performance standards and quality benchmarks.
- Implemented process improvements, enhancing efficiency within team workflows and service delivery.
- Trained and mentored junior staff, fostering skill development and operational knowledge across the team.
Team Leader
Teleperformance (First Central)
01.2023 - 01.2025
- Led advisors through coaching sessions, quality assessments, attendance tracking, productivity reviews, one-on-ones, and action plans to meet client targets.
- Led team of agents to enhance customer satisfaction and service quality.
- Developed training programs to improve employee performance and engagement.
- Implemented process improvements that reduced response times and increased efficiency.
Resolution Specialist
Teleperformance (Dyson)
01.2021 - 01.2023
- Resolved complex complaints and escalated technical support issues through email and chat, ensuring customer satisfaction.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Analyzed case data to identify trends and develop proactive solutions for recurring issues.
- Collaborated with cross-functional teams to enhance customer experience and streamline resolution processes.
Customer Service Representative
Amazon
01.2016 - 01.2019
- Provided customer support for billing, refunds, and order management, ensuring high levels of customer satisfaction.
- Resolved customer inquiries through multiple channels, ensuring timely and accurate information delivery.
- Managed high-volume customer interactions, maintaining exceptional service standards and satisfaction levels.
- Collaborated with cross-functional teams to enhance support processes and improve customer experience initiatives.
Support Technician
Merchant Innet
01.2015 - 01.2016
- Provided remote technical support, resolved issues through troubleshooting, and delivered customer service.
- Diagnosed and resolved technical issues for clients, ensuring high levels of customer satisfaction.
- Provided remote support through ticketing system, managing inquiries efficiently and effectively.
- Collaborated with cross-functional teams to implement software updates and maintain system integrity.
Customer Service Advisor
Serco/Webhelp
01.2014 - 01.2015
- Provided customer service, processed orders, and supported accounts to enhance client satisfaction.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Maintained accurate records of customer interactions using CRM systems to enhance service delivery.
- Assisted in training new team members on company policies and customer service protocols.
Education
Grade 10 -
Belgravia High School
Cape Town, South AfricaCertificate of Technical Studies - End User Computing
College of Cape Town
Cape Town, South Africa 04.2001 -
Certificate of Technical Studies - Information Technology
Oval International College
Cape Town, South Africa 04.2001 -
Skills
Operations management
Workforce planning
Reporting
Escalation management
Customer experience
Complaint resolution
Workforce scheduling
Root cause analysis
Quality assurance
Service level reporting
Customer retention
Team leadership
Performance management
Coaching & mentoring
KPI & SLA management
Stakeholder management
Client relationship management
Employee engagement
Performance improvement plans
Continuous improvement
Timeline
Operations Supervisor
Teleperformance (ITV)
01.2025 - 01.2026
Team Leader
Teleperformance (First Central)
01.2023 - 01.2025
Resolution Specialist
Teleperformance (Dyson)
01.2021 - 01.2023
Customer Service Representative
Amazon
01.2016 - 01.2019
Support Technician
Merchant Innet
01.2015 - 01.2016
Customer Service Advisor
Serco/Webhelp
01.2014 - 01.2015
Certificate of Technical Studies - End User Computing
College of Cape Town
04.2001 -
Certificate of Technical Studies - Information Technology
Oval International College
04.2001 -
Grade 10 -
Belgravia High School