Bulelwa Mlamla

• Develop and enforce cross-departmental compliance standards to ensure consistent audit readiness.
• Analyze quality assurance data to guide strategic planning and improve overall performance for five teams.
• Lead internal audits, and present actionable insights and recommendations to senior leadership.
• Strengthen interdepartmental collaboration by implementing structured reporting and communication systems.
• Train and support staff to meet quality benchmarks, and maintain compliance with regulatory requirements.
• Conduct performance assessments, and introduce targeted training to close identified skill gaps.

Customer Service Quality Monitor.

• Monitored live agent-clinic interactions to ensure alignment with service level agreements (SLAs).
• Provided real-time feedback and coaching to agents to support service excellence and continuous improvement.

• Responsible for monitoring and evaluating agent interactions to ensure compliance with company policies, customer service standards, and regulatory requirements.
• Provide feedback and coaching to improve performance, support training initiatives, and contribute to process improvement for enhanced customer experience.
• Improved the customer service team performance to 95%.

Client Services and Administrative Support|Second in Command to the Team Manager.

• Acted as second-in-command to the team leader while performing reception and administrative duties.
• Handled incoming 100 calls, emails, and chats to assist patients, and direct queries appropriately.
• Managed calendars, scheduled appointments, and coordinated meetings.
• Created and ran PowerPoint presentations for virtual sessions.

REFERENCEN

Name: Siya Kave

Position : Operations Manager

Company : 121 BPO Services

Contact number : +27 74 844 7924

Email Address : Siyanda.kave@gmail.com