LINDANI MKHUNGO

• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
• Implemented data-driven decision making to inform business strategies and drive operational excellence.
• Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
• Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
• Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
• Oversaw workforce management planning, volume predictions and capacity planning.
• Managed employee-related issues encompassing labor, turnover and diversity.
• Prepared documents for internal and external audits.

Deployment and Embedding of Key Webhelp Methodologies

Deployment of Webhelp Tools

Change Management

Training and upskilling on Operational Excellence Tools

Managing Academy Governance

Operational Support Function

Conducting wow operating model assessments

Daily/Weekly performance calls

Managing attrition related risks

• Conducted regular audits of internal processes to maintain compliance with regulatory requirements.
• Initiated a successful loyalty program that contributed to higher customer retention rates.
• Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
• Facilitated change management initiatives, ensuring smooth transitions during organizational restructuring efforts or process overhauls.