Lindelwa Skosana
CONTACT CENTER AGENT
Bronkhorstspruit
Summary
I am a results-driven communications professional with over three years of experience in stakeholder engagement, client services, and contact center operations within a monopolistic industry. This includes experience as a Contact Center Team Leader, having served as an Acting Team Leader at the South African Civil Aviation Authority (SACAA). My expertise includes business communication, client relationship management, and digital engagement. I have a strong background in corporate writing, having authored articles and reports on industry developments. Recently awarded the External Client Centricity Award in my current role, I excel in fostering positive client relationships, ensuring service excellence, and maintaining brand reputation. My recent project management upskill has enhanced my ability to coordinate cross-functional initiatives and drive communication strategies effectively. With a keen eye for detail and a passion for impactful storytelling, I am eager to contribute to a dynamic communications team and strengthen external brand positioning.
Professional with proven track record in customer service and communication, prepared for this role. Known for strong focus on team collaboration and achieving results. Skilled in managing high call volumes, resolving issues efficiently, and adapting to changing needs. Reliable, flexible, and adept at using contact center software.
Experienced with managing high call volumes and resolving customer inquiries promptly and professionally. Utilizes effective communication and active listening to understand and address customer needs. Knowledge of using CRM systems and call center software to streamline processes and enhance customer experience.
Overview
4
4
years of professional experience
Work History
Contact Center Agent
South African Civil Aviation Authority (SACAA)
12.2021 - Current
- Serve as a key liaison between SACAA and external clients, ensuring seamless communication and service delivery.
- Draft and send professional business communications, including emails and SMS notifications, regarding client applications and regulatory updates.
- Monitor inbound and outbound communications, ensuring adherence to Service Level Agreements (SLAs).
- Perform administrative functions, including record-keeping, invoicing, and processing client payments.
- Compile and analyze trend data to provide insights for improving client engagement and service efficiency.
- Facilitate interdepartmental communication between client services, licensing, finance, and examinations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services, and company information.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Assisted customers by answering questions and responding to inquiries.
- Managed over 60 calls per day.
Contact Center Team Leader (Acting)
South African Civil Aviation Authority (SACAA)
05.2025 - 06.2025
- Led and mentored a team of 5 contact center agents, fostering a collaborative and high-performance environment to achieve key performance indicators (KPIs) and established Service Level Agreements (SLAs).
- Provided ongoing coaching, training, and development to team members to enhance their skills and knowledge, improving overall team competency.
- Served as a point of escalation for complex customer inquiries and complaints, resolving issues efficiently and effectively to maintain customer satisfaction.
- Ensured compliance with all SACAA regulations and industry best practices in contact center operations.
- Analyzed contact center data and trends to identify areas for improvement in processes, procedures, and agent performance.
- Managed team schedules and resource allocation to ensure adequate coverage and meet fluctuating call volumes.
- Collaborated with other departments within SACAA to ensure seamless communication and coordination of services.
Educator’s Assistant
Gauteng Department of Education
07.2021 - 12.2021
- Coordinated daily classroom operations, ensuring a conducive learning environment.
- Developed and communicated reports on student performance and attendance to school management.
- Assisted in exam invigilation and secure handling of study materials and assessments.
- Led student engagement efforts and addressed concerns to improve classroom experiences.
- Assisted lead teacher in managing classroom behavior, ensuring a safe and supportive learning environment for all students.
- Assisted lead teacher in the monitoring of student progress and updating required documentation, ensuring accurate records for each learner.
- Supervised students during lunch breaks, recess, field trips, and other school-related events, maintaining a positive atmosphere conducive to learning.
- Led and monitored a class of over 40 learners.
- Provided one-on-one tutoring support outside of regular school hours for students requiring additional assistance with coursework or test preparation.
Education
BCom Honors Degree - Marketing Science
University of The Witwatersrand
Johannesburg, South Africa01.2026
BCom - Marketing and Business Management
Damelin Business College
Pretoria, South Africa01.2020
High School - Commerce
Cultura High School
Pretoria, South Africa01.2017
Primary School - Intermediary Learning
Kgoro Primary School
Pretoria01.2012
Skills
- Stakeholder engagement proficiency
- Digital media management
- Client relationship management
Problem-solving skills
Answering questions
Complaint resolution
Typing speed
Workforce management
Follow-up skills
References
- Ayanda, Manunga, Senior Manager, +27 79 496 7077, South African Civil Aviation Authority
- Eugenia, Moya, Line Manager, +27 72 608 2083, South African Civil Aviation Authority
- Josiah, Mashishi, Teacher/Supervisor, +27 82 498 8155, Gauteng Department of Education/ Dan Kutumela Secondary School
Awards
External Client Centricity Award – Second Runner Up (2024) at the South African Civil Aviation Authority (SACAA) staff awards.
Timeline
Contact Center Team Leader (Acting)
South African Civil Aviation Authority (SACAA)
05.2025 - 06.2025
Contact Center Agent
South African Civil Aviation Authority (SACAA)
12.2021 - Current
Educator’s Assistant
Gauteng Department of Education
07.2021 - 12.2021
BCom Honors Degree - Marketing Science
University of The Witwatersrand
BCom - Marketing and Business Management
Damelin Business College
High School - Commerce
Cultura High School
Primary School - Intermediary Learning
Kgoro Primary School