L I N DA N J U BA N E
TEAM MANAGER
DURBAN
Summary
As a results-driven Manager with a National Diploma, I leverage my analytical skills and technical comprehension to achieve excellence in my field. My career is defined by a blend of creative thinking and effective communication abilities, enabling me to confidently lead teams. I excel in coaching, planning, conflict resolution, and problem-solving, harnessing my leadership and people management skills to foster collaboration and build strong relationships. Committed to delivering high-quality results, I consistently strive to exceed expectations in every project.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
4
4
Languages
Work History
CUSTOMER SERVICES EXECUTIVE
Brand Media Works
10.2024 - Current
- Exceptional Customer Service: Deliver superior support through phone, email, and live chat, guaranteeing prompt, accurate, and courteous responses
- Proactive Problem Resolution: Address customer inquiries and complaints decisively, ensuring timely resolutions and exceeding satisfaction benchmarks
- Quality Assurance: Evaluate customer interactions to ensure adherence to company standards, providing actionable feedback for continuous improvement
- Precise Documentation: Maintain comprehensive records of customer engagements, detailing inquiries, resolutions, and follow-up actions
- Collaborative Teamwork: Partner with colleagues to share insights and resolve challenges, enhancing overall service quality
- Commitment to Continuous Improvement: Identify and implement innovative strategies to elevate customer service excellence
QUALITY ASSURANCE TEAM MANAGER
Rewardsco
02.2022 - 02.2024
- Training and development through coaching, calibration strategies and continuous improvement plans
- Creating reports to track progress and effectively communicate accurate performance metrics
- Design, develop, implement and evaluate QA training scorecards based on client and business needs
- Create training documents to address skill gaps and developing onboarding SOP for new and existing employees
- Collaboration with the training SMEs and coordinate with the relevant stakeholders to ensure the delivery of a coherent and holistic training program
- Continuous improvement by gauging the effectiveness of coaching and calibration sessions from sales and customer operations, implement enhancement based on feedback and establish best practice
- Excellent presentation and communication skills
- Motivate, and encourage employees while improving processes
- Respond appropriately to agent behaviour
- Ensuring business standards are met as per the agreed (SLA)
SALES TEAM LEADER
Capability Bpo
DURBAN
03.2019 - 01.2022
- Supervise, support, and motivate a team to ensure targets and objectives are met.
- Monitor team performance and provide coaching, training, and feedback.
- Act as a point of escalation for any issues and resolve conflicts within the team.
- Set clear team goals and delegate tasks effectively.
- Ensure compliance with company policies, procedures, and industry regulations.
- Conduct regular performance evaluations and implement improvement strategies.
- Collaborate with other departments to streamline processes and enhance efficiency.
- Report on team performance and key metrics to senior management.
- Maintain a positive and productive work environment.
Education
NATIONAL DIPLOMA - FINANCIAL ACCOUNTING
Albini Girls High School
Durban, South Africa 02.2016 - 11.2020
HIGH SCHOOL DIPLOMA -
Albini Girls High School
Durban, South Africa 01.2011 - 01.2012
Skills
- Solid analytical skills
- Technical comprehension
- Written communication
- Verbal communication
- Creative thinking
- Interpersonal skills
- Customer care
- Leadership
- People management skills
- Coaching
Personal Information
- Date of Birth: 05/20/94
- Nationality: South Africa
- Driving License: C1-202200076BVS
- Marital Status: Single
Timeline
CUSTOMER SERVICES EXECUTIVE
Brand Media Works
10.2024 - Current
QUALITY ASSURANCE TEAM MANAGER
Rewardsco
02.2022 - 02.2024
SALES TEAM LEADER
Capability Bpo
03.2019 - 01.2022
NATIONAL DIPLOMA - FINANCIAL ACCOUNTING
Albini Girls High School
02.2016 - 11.2020
HIGH SCHOOL DIPLOMA -
Albini Girls High School
01.2011 - 01.2012
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