Bongani Nhlapo
Team Leader
Gauteng
Summary
Dynamic leader with proven expertise in team supervision and motivation, honed at Merchant Data Systems and Merchant Service. Excelled in enhancing team productivity and individual performance through targeted coaching, achieving notable improvements. Skilled in work planning and collaboration, recognized for exceptional service delivery and problem-solving abilities.
Overview
17
17
years of professional experience
1
1
Language
Work History
Team Leader
Merchant Data Systems
Johannesburg
07.2024 - Current
Customer Service Representative
MerchantService
11.2021 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
References :
Ms Charlotte (Supervisor)
Relationship to Candidate -Supervisor
Company - WNS Global services
Mobile Number : 0727533841
Emai adress : challotemahahane@gmail.com
References :
Mr marlon Naidoo
Relationship to Candidate -Line Manager
Company-Merchants Dimension Data
Office Number : 0645230112
Mobile Numbe : 082718321
Emai adress : marlon.naidoo@merchantscx.com
References :
Ms Nelly Makhubu
Relationship to Candidate: Line Manager
Company-Merchants Dimension Data
Office Number : 0839683299
Customer Service Representative
Merchant Data Systems
11.2021 - 07.2024
Solving Billing Queries
-Ensuring that NPS/AHT&FCR is met on daily basis
-Certificate in Retentions as Best Customer Service Representative in 2022
-Troubleshooting cable Interruptions for Customers
-Best Representative Certificate on NPS in 2022
Team Leader
Merchant Data Systems
12.2022 - 07.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Senior Consultant
Bytes People Solutions
07.2017 - 09.2017
Inbound call center Changing cell phone plans and features Dealing with clients accounts/General Billing Escalations and Data Capturing
Customer Service Representative
WNS Global Services
02.2012 - 06.2017
Solving Billing Queries
providing Deal matches /comparing with other Competitors when it comes to prices (Retention)
-Tracking of Parcels Delivery
-Escalations handling
Sales Associate
Minted
10.2009 - 09.2011
Outbound calls Reporting to Supervisor on a daily Basis Resolving Customer queries and concerns Completing new Business
Applications Handling client objections Soft selling Capturing all Information
Customer Service Representative
TeleTech Holdings
01.2008 - 08.2009
Answering General billing Questions Making adjustments to Customers Account Troubleshooting ,with customers encountering phone
problems Changing cellphone plans and features.
Education
High School Diploma -
IQ Academy
Port Elizabeth, South Africa 04.2001 -
High School Diploma -
IQ ACADEMY
Port Elizabeth, South Africa 04.2001 -
High School Diploma -
Katlehong High School
Katlehong, South Africa 04.2001 -
Skills
Team supervision
Teamwork and collaboration
Work planning
Team motivation
running/Drawing/Books
-i Enjoy Running as it helps re-shape Mindset for Office work
-Book Reading is one om favorite as i discover New ways on how to increase my capacity by being open to learning different Ways to culture,Music/And other social life activities
-Drawing takes out the creativity in me as i engage emotionally with the picture.
Timeline
Team Leader
Merchant Data Systems
07.2024 - Current
Team Leader
Merchant Data Systems
12.2022 - 07.2023
Customer Service Representative
MerchantService
11.2021 - Current
Customer Service Representative
Merchant Data Systems
11.2021 - 07.2024
Senior Consultant
Bytes People Solutions
07.2017 - 09.2017
Customer Service Representative
WNS Global Services
02.2012 - 06.2017
Sales Associate
Minted
10.2009 - 09.2011
Customer Service Representative
TeleTech Holdings
01.2008 - 08.2009
High School Diploma -
IQ Academy
04.2001 -
High School Diploma -
IQ ACADEMY
04.2001 -
High School Diploma -
Katlehong High School
04.2001 -
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