Leeroy Ndlela
Team Leader
Cape Town
Summary
Passionate about delivering outstanding quality and service. Offering 6 years of experience in industry with history of recognition for performance. Customer-focused service manager, contributing to company profits by improving team efficiency and productivity. Skilled at effective negotiations and upselling techniques. Utilizes excellent organizational skill to achieve outstanding sales.
Overview
10
10
years of professional experience
11
11
years of post-secondary education
Work History
Assistant Manager
EXL Services
01.2024 - 09.2024
- Worked closely with the Operations Lead shadowing to ensure growth into the next in line Operations lead undertaken tasks from payroll and client interactions
- Thrived in fast-paced environment with energy and enthusiasm
- Trained and mentored employees to maximized team performance
- Managed complaints with calm, clear communication and problem-solving
- Enhanced working relationships by participating in team-building activities
- Maximized customer engagement and satisfaction by delivering excellent customer service
- Supervised work of contracted employees to deliver work on schedule
- Explored and created new ways to resolve problems with processes, technology or team members to improve overall efficiency
- Achieved service time and quality targets
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
Team Leader
NUTUN CX
10.2018 - 12.2023
- Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff
- Developed open and professional relationships with team members to facilitate effective issue resolution
- Oversaw stock control to maintain sufficient inventory levels and minimize waste
- Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities
- Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
Sale Representative
The Unlimited
02.2015 - 10.2018
- Developed long-term training strategies for new and existing employees across multiple departments
- Reduced process gaps by effectively training new hires on best practices and protocols
- Documented participant attendance, engagement and progress
- Provided additional materials to enhance training
- Completed frequent assessments of training materials, structure and success rates in order to enhance programme
- Met individual needs through attentive, student-centred training approaches
- Engaged employees in new learning and development schemes
- Delivered training programmes within allocated timeframes
- Kept training data and documentation secure for full compliance
- Monitored industry changes and adapted training to reflect trends and updates.
Education
Senior Certificate -
The Woods Prep and College
12.2013 - Current
Skills
Six Sigma
Workplacepersonalitystrengths
As a dedicated customer service managers manager with a strong track record of exceeding expectations. My passion for providing exceptional customer service experience combined with my ability to optimize process and drive efficiencies, that makes me a perfect candidate for a team leader in BPO.
Throughout my career, I have successfully managed and led customer service teams, implementing effective strategies to improve overall customer satisfaction and retention. My ability to analyze data and identify areas of improvements has allowed me to streamline processes, reducing response times and resolving customer issues more efficiently.
With exceptional communications and interpersonal skills, I excel at building relationships with both customers and team members. I value collaboration and believe in empowering teams to achieve their great potential. Thus, by implementing a positive working environment by duplicating positive thinking and investing in professional development. I have successfully built high-performance teams that consistently exceeds targets.
I am still excited about an opportunity to contribute my expertise and experience to a new challenge and to drive growth and success for your organization. If you are looking for a result-driven customer centric leader who can optimize operations, enhance efficiently and ensure exceptional customer service, look no further.
Position
Assistant Manager
Personal Information
Date of Birth: 05/19/93
References
- Edwin Martin, EXL Services, +27-621811559, dineosmfeka@icloud.com
- Londoloza Ngwane, The Unlimited, +27-740653043, aaronprosperity@gmail.com
- Langalakhe Mathabatha, NUTUN CX, +27-717009647, langalakhe@nutuncx.com
Accomplishments
Top performance Team leader at Nutun cx
Timeline
Assistant Manager
EXL Services
01.2024 - 09.2024
Team Leader
NUTUN CX
10.2018 - 12.2023
Sale Representative
The Unlimited
02.2015 - 10.2018
Senior Certificate -
The Woods Prep and College
12.2013 - Current
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