LINDA VINCENT NTUMBA

- Lead a team of background screening analysts for the EMEA region, ensuring high-quality and timely completion of verifications and background checks.
- Oversee daily operations onsite while collaborating remotely with UK-based clients for escalations, training, analyst feedback, and performance discussions.
- Facilitate regular one-on-ones, coaching sessions, and ongoing performance reviews to support analyst growth and maintain quality standards.
- Manage and resolve client complaints and escalations in a professional, solutions-focused manner.
- Ensure adherence to compliance standards, including data privacy regulations and international screening protocols.
- Identify opportunities for process improvement, driving efficiency and accuracy across the team.
- Utilize internal systems for case management, reporting, and tracking KPIs to ensure team performance meets or exceeds expectations.

• Oversaw and optimized service levels across WhatsApp, Email, and Inbound channels, resulting in consistent achievement of performance targets
• Effectively managed disciplinary actions and performance evaluations, fostering a high-performance team culture and achieving notable improvements
• Implemented strategic initiatives to reduce absenteeism percentages, enhancing team reliability and operational continuity
• Led live monitoring efforts for WhatsApp, emails, and inbound calls, ensuring prompt response times and superior customer experiences
• Enforced adherence to operational protocols through meticulous monitoring, driving efficiency gains in daily operations
• Spearheaded initiatives resulting in improved Net Promoter Scores (NPS), indicating heightened customer satisfaction and loyalty
• Proactively addressed and minimized breaches through rigorous quality control measures and ongoing performance assessments
• Provided targeted coaching and training to team members, resulting in enhanced performance and customer service excellence
• Formulated and executed successful conservation campaigns, increasing customer retention rates and bolstering brand loyalty
• Managed the Debicheck process meticulously, ensuring accuracy and compliance with regulatory standards
• Conducted detailed analysis of adherence, trends, and exception reports, driving operational efficiencies and cost savings

• Oversaw day-to-day operations of the Correspondence Team, ensuring efficient administration of subscription requests
• Acted as a liaison between internal departments, swiftly resolving customer queries to enhance service quality
• Conducted impactful coaching sessions, fostering professional growth and enhancing team performance
• Provided timely correspondence services to UK-based customers, adhering to departmental processes and standards
• Offered clear leadership for daily operations, ensuring team readiness for prompt and high-quality responses
• Managed customer escalations and written correspondence with a focus on exceptional service and issue resolution
• Led training initiatives on the new CRM system, improving team proficiency and operational efficiency

• Managed a team of 10 to 14 Customer Service Specialists, driving performance excellence to surpass targets
• Served as a central point of contact, ensuring seamless operations and swift resolution of customer queries
• Conducted impactful coaching sessions, fostering professional growth and aligning team goals with company objectives
• Spearheaded initiatives, including post-call ratings, to enhance customer satisfaction and boost retention
• Provided constructive feedback through regular performance reviews, fostering continuous team improvement
• Led team briefs and meetings, promoting open communication and alignment with organizational goals
• Compiled and reviewed time-sheets for payroll accuracy, ensuring adherence to company policies

• Led a team of 30 Retention Specialists across prepaid, postpaid, upgrades, and retentions segments, driving increased customer retention and revenue growth
• Motivated the team to surpass upgrades percentage targets, achieving higher customer retention rates and revenue
• Acted as the escalation point for resolving complex client queries, ensuring prompt and effective solutions for customer satisfaction
• Exceeded minimum service level agreements (SLAs), optimizing customer service delivery and operational efficiency
• Managed HR tasks, improving attendance and performance through thorough absence management reviews
• Produced and analysed daily department reports on key metrics such as upgrade percentages and customer satisfaction scores
• Efficiently managed departmental leave schedules to ensure operational continuity and team support

• Assisted customers with inquiries on the rewards desk, ensuring a positive customer experience and satisfaction
• Performed stand-in duties for the team leader, handling escalated calls and ensuring swift resolution of customer issues
• Achieved targets as outlined in the Key Performance Agreement, showcasing a strong focus on meeting and exceeding performance expectations
• Maintained a high level of First Call Resolution by effectively addressing and resolving queries from incoming calls by Vodacom Post-Paid and Prepaid customers
• Managed difficult calls while maintaining adherence to quality Key Performance Agreement standards, ensuring compliance with company policies and procedures
• Ensured accurate capturing of customer data and updated client information in the system, maintaining data integrity and customer records
• Utilized the post-call service rating system effectively to gather customer feedback, consistently meeting and exceeding Net Promoter Score (NPS) targets
• Handled all incoming calls from Vodacom prepaid and post-paid clients within the set target of average handle time, prioritizing efficiency and customer satisfaction

• Managed incoming calls for Voters, handling registrations and providing necessary information to callers
• Assisted customers in locating the correct voter stations, ensuring a smooth and convenient voting process
• Utilized navigational systems to pinpoint customer locations and provide accurate guidance
• Logged special requests, such as accommodations for disabled voters, in the system to ensure tailored support and services

• Managed all incoming Vodacom Prepaid calls, providing comprehensive assistance to customers and resolving their queries effectively
• Consistently met and maintained performance targets, including Average Handle Time and First Call Resolution, to ensure efficient service delivery
• Handled and resolved difficult calls following established processes, ensuring customer satisfaction and issue resolution
• Successfully multitasked stand-in leader duties while managing customer queries, maintaining operational efficiency and team support
• Maintained high-quality standards by treating each customer interaction as unique and prioritizing personalized service for every customer