Daniella Mwamba
Senior Team Leader
Capetown
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
7
7
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Team Leader
Transunion
09.2022 - Current
- Supporting 2 different market where 2 different KPI has to be met
- Handling escalated customer services queries
- Making sure each Agents reaches their KPI set
- Making sure that training and coaching are set when individuality is in need in order to reach their KPI
- Making sure to submit the monthly reporting of the sales made, the KIPS reached of everyone, Revognition and award for those that made it
- Assist with team roster monthly and sending daily report to agent regarding the previous day stats
- Maintaining the day to day operations duties like performances of the team, recruitment, discipline and reporting
Team Leader
Lufthansa in touch
05.2018 - 09.2022
- Managing a team of 20-40 employee in 2 different departments of French group travel agency and French customer service
- Handling escalated customer services queries
- Making sure the Team and Individual KPI are met monthly
- Making sure that training and coaching are set when individuality is in need in order to reach their KPI
- Maintaining the day to day operations duties like performances of the team, recruitment, discipline and reporting
- Experienced in Amadeus, GDS, Sabre and travel agencies booking
Education
Certificate - Economic and Management science
Certificate - Managing Team and Team performance
Certification
Leadership and Team development, International Business Management Institute (IBMI), 22
Timeline
Team Leader - Transunion
09.2022 - Current
Team Leader - Lufthansa in touch
05.2018 - 09.2022
University of South Africa - Certificate, Economic and Management science
SETA International - Certificate, Managing Team and Team performance
Similar Profiles
Stuti ChohanStuti Chohan
DevOps Engineer at TransunionDevOps Engineer at Transunion
MOHAMED Ali RAHMOUNIMOHAMED Ali RAHMOUNI
Bilingual Help Desk Global Technical Support (B2B) at TransunionBilingual Help Desk Global Technical Support (B2B) at Transunion
HARIN Abhinav BOJJAHARIN Abhinav BOJJA
Manager GOC at TransunionManager GOC at Transunion
Julian RodriguezJulian Rodriguez
Rep III - Data Operations at TransUnionRep III - Data Operations at TransUnion
Luyolo RawanaLuyolo Rawana
Contract Manager at Servest SAContract Manager at Servest SA