Farida Sayed
Customer Care Team Leader
Pretoria
Work Preference
Summary
Senior Consultant / Team Leader leading customer care operations, contact centre planning, and escalated query resolution across three regional walk-in centres. Supervises 12 staff members, chairs OHS meetings, and coordinates monthly reporting, performance reviews, coaching, competency-based training, and HIRA compilation. Keeps service channels, procedures, and customer interactions aligned through active change management and cross-team liaison.
Overview
4
4
Languages
6
6
Certificates
29
29
years of professional experience
Work History
Senior Consultant / Team Leader
City Of Tshwane
03.2006 - Current
- Coordinated four customer escalations each week and processed escalation matrix correspondence to ensure timely resolution.
- Planned six daily contact center activities to support organized and responsive service queues.
- Managed customer care operations across three regional offices and walk-in centers while leading 12 staff members.
- Evaluated customer interactions through complete quality assessments, then coached agents to improve service standards.
- standardize procedures, update systems, and document customer service activities accurately in customer service system and SAP.
- Developed comprehensive monthly reports showcasing vital operational information for leadership. Participated in regional meetings, delivering important updates on director's behalf. Condensed operational activities into reports, assisting leadership with strategic decisions. Provided regular updates at regional meetings to enhance communication effectiveness.
- Oversaw quarterly OHS audits, ensuring all requirements were met for compliance. Managed change management meetings to discuss and implement safety improvements. Compiled HIRA records for comprehensive tracking of hazards and risks. Delivered staff training programs aimed at enhancing health and safety knowledge.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
Customer Care Consultant
City Of Tshwane
05.2004 - 03.2006
- Resolved 95% of customer complaints on first contact through accurate follow-up and clear communication.
- Handled 110 customer enquiries per day while maintaining consistent service standards.
- Logged detailed complaints and enquiries on the network, keeping records accurate and traceable for action.
- Liaised with other departments to route issues, coordinate responses, and support timely resolution.
- Improved customer care processes by implementing practical changes and strengthening service delivery.
- Maintained systems and supported knowledge capture using Ms Word, Ms Excel, Ms PowerPoint, and Ms Outlook.
- Presented monthly statistics, gave feedback to role players, and attended Ward Committee Meetings.
Secretary (PA) to Manager
City Of Tshwane
03.2003 - 04.2004
- Managed $15000 in purchasing requisitions by coordinating budget tracking and procurement follow-up.
- Oversaw three weekly meetings, coordinating conference room refreshments and agendas.
- Utilized MS Word, Excel, and PowerPoint to produce letters, reports, presentations, notices, and agendas.
- Coordinated diaries, appointments, visitor communication, and message flow for manager through MS Outlook.
- Handled routine enquiries and hosted visitors while supporting customer communication within Customer Care department.
- Aligned budget and purchasing requirements, compiled payment vouchers and journals, and maintained SAP records.
- Investigated information, coordinated reports, and tracked delivery status to support office follow-up.
Receptionist/ Admin
City Of Tshwane
10.2002 - 03.2003
- Handled 95% of daily calls by screening incoming enquiries and routing messages accurately.
- Processed 120 public enquiries daily and ensured visitor guidance to appropriate roads and storm water contacts.
- Managed correspondence typing and office document drafting, while maintaining clear records through MS Word and MS Outlook.
- Generated meeting minutes and coordinated diary management to sustain departmental schedules organization.
- Tracked enquiry activity in SAP and supported smooth front-office administration.
Administrative Officer
City Of Tshwane
11.1997 - 09.2002
- Handled 60 supplier and customer interactions per day, ensuring timely follow-up on requisitions, orders, and payment queries.
- Managed processing of 110 administrative tasks per week while ensuring accurate office records and correspondence.
- Executed general administrative functions, handling data capture corrections and overseeing document control.
- Ensured data accuracy through ongoing updates in MS Word, MS Excel, MS Outlook, and SAP.
- Managed supplier outreach by phone to follow up on requisition orders and related correspondence.
- Streamlined communication with internal and external customers to resolve administrative requests promptly.
- Reviewed payment status and followed up on outstanding items to facilitate timely processing.
Education
High School Diploma - undefined
Wingen Heights Secondary School
Kwa Zulu NatalND - Public Relations Management
University Of South Africa (UNISA)
GautengDiploma - Advanced Secretarial skills
PC Training & Business College
Kwa Zulu NatalSkills
Ms Word
Ms Excel
Ms PowerPoint
Ms Outlook
SAP
Contact centre management
Customer escalation handling
Staff supervision
Performance monitoring
Operational coordination
Complaint resolution
Customer experience strategy
Knowledge base management
KPI reporting
Escalation matrix management
Call monitoring
Customer relationship management
Quality assurance audits
Change management
Cross-functional coordination
HIRA compilation
Accomplishments
- Area manager for IEC Elections
- Chairperson of Occupational Health and Safety (OHS) in my region
- Involved in the Peer Education project educating fellow peers about the HIV Epidemic in our country.
Certification
Time Management, Problem solving
Personal Information
- Driving License: Code 08
- Availability: Yes
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Zulu
Advanced (C1)
Tswana
Upper intermediate (B2)
Afrikaans
Upper intermediate (B2)
Interests
Reading
Timeline
Senior Consultant / Team Leader
City Of Tshwane
03.2006 - Current
Customer Care Consultant
City Of Tshwane
05.2004 - 03.2006
Secretary (PA) to Manager
City Of Tshwane
03.2003 - 04.2004
Receptionist/ Admin
City Of Tshwane
10.2002 - 03.2003
Administrative Officer
City Of Tshwane
11.1997 - 09.2002
High School Diploma - undefined
Wingen Heights Secondary School
ND - Public Relations Management
University Of South Africa (UNISA)
Diploma - Advanced Secretarial skills
PC Training & Business College