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 Dynamic leader with a proven track record at Teachers Mutual Bank, enhancing team efficiency and customer loyalty through expert coaching and problem-solving aptitude. Excelled in conflict resolution and performance tracking, boosting team morale and productivity significantly. Skilled in call monitoring and fostering strong customer relations, I bring both critical technical abilities and exceptional interpersonal skills to drive success. 

12 years of contact center experience (voice, chat, and email) with a demonstrated history of working in collections, debt review, and customer service. 3 years of management experience where I successfully improved subordinate performance through coaching, training, and continuous development. I completed a degree in management marketing. My objective is to lead and make optimum utilization of knowledge and skills in a challenging position, utilize opportunities effectively for professional growth in management, and contribute in the best possible way for the betterment of the organization and myself.

I am a results-driven person with a strong focus on customer excellence and partner relationships. Proven track record in leading teams to achieve top performance, optimising processes, and driving superior service outcomes. Skilled in managing partner relationships and handling escalations effectively. Committed to continuous improvement and leveraging data to enhance operational efficiency. Known for fostering team engagement, implementing impactful training, and ensuring exceptional customer satisfaction.

Dynamic and Results-Oriented Professional with a Proven Track Record in Customer Service, Training, Leadership & Administration With 4 years of extensive experience in customer service, training and leadership, I am a highly motivated and results-oriented professional. My extensive knowledge in performance management, customer service, team leadership, conflict resolution and proficiency in CRM systems and reporting & analysis, has enabled me to excel in both the roles of a Contact Centre Subject Matter Expert and Team Leader. I hold a Diploma in Civil Engineering and boast strong instructional design and delivery skills, complemented by excellent communication and interpersonal abilities. My passion for continuous improvement and ability to work effectively with a diverse range of learners, make me a valuable asset to any organization. I am confident in my ability to assess and analyze training needs, evaluate performance and provide feedback and coaching to agents, while also leading and motivating teams to success.

Irene Simango

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Contact Centre Team Leader

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Bachelor Of Commerce In Law - Law

Diploma - Electrical Engineering

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Contact Centre Team Leader

Diploma - Electrical Engineering

Bachelor Of Commerce In Law - Law

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