Masego Portia Ntuane
Customer Success Partnerships Team Lead
Cape Town
Summary
I take pride in driving initiatives that enhance customer satisfaction through active listening and keen attention to detail. My role involves managing complex issues while fostering a culture of continuous skill development, directly contributing to meeting customer expectations. With a solid foundation in front-end software engineering, I bring a unique blend of technical expertise and customer experience. This allows me to not only interpret customer feedback effectively but also contribute to developing solutions that are both technically sound and customer-centric. I collaborate seamlessly with cross-functional teams to ensure a smooth customer journey and am recognized as a reliable source of knowledge within the team, offering expertise in product, processes, and customer insights.
Overview
2
2
years of professional experience
Work History
Customer Success Partnerships Team Lead
Lula
03.2024 - Current
- Dynamic leader with expertise in managing partnerships and customer experience teams
- Skilled in identifying growth opportunities and insights from incoming queries
- Proficient in expanding and improving service quality across all channels
- Role model for exceptional customer service, handling complex issues and escalations effectively
- Knowledgeable product and process expert, serving as a source of guidance for the team
- Focused on staff recognition and development to foster a high-performing team culture
- Dedicated to delivering service excellence and meeting individual and team KPIs
- Experienced in updating and maintaining standard operating procedures
- Proactive in identifying and addressing client experience gaps and opportunities for improvement
- Analytical approach to analyzing escalations and quality scores, implementing controls for increased quality
- Collaborative stakeholder, driving operational improvements aligned with business strategy
- Supportive in training and implementing standard operating procedures in a structured manner
- Committed to representing and living the organization's values, culture, and brand
- Effective leader, motivator, and coach, enhancing team performance and customer satisfaction
Voice of The Customer
Lula
03.2023 - Current
- Collect Feedback: Gather customer feedback through surveys, interviews, focus groups, and other methods
- Analyze Data: Evaluate feedback to identify trends, patterns, and areas for improvement
- Report Findings: Present insights and recommendations to stakeholders to drive improvements in products or services
- Advocate for Customers: Represent the customer's perspective in meetings and discussions to ensure their needs and concerns are addressed
- Monitor Satisfaction: Track customer satisfaction metrics and measure the impact of changes implemented
- Develop Strategies: Create and recommend strategies to enhance customer experience based on feedback analysis
- Implement Changes: Collaborate with cross-functional teams to implement changes and improvements based on customer insights
- Train Teams: Educate employees and teams on customer feedback and best practices for improving customer experience
- Stay Informed: Keep up with industry trends and best practices to continuously improve the VoC program
Customer Experience
Lula
03.2023 - Current
- Address customer inquiries through various channels, including phone calls, email, and social media platforms
- Create and maintain standard procedures for handling queries, including documentation and canned responses or macros, in collaboration with the CX Team
- Identify and address recurring queries by suggesting alternative solutions such as improved messaging, user education, or monitoring error notifications
- Acquire a comprehensive understanding of both merchant- and user-facing services to resolve queries independently
- Conduct Technical Troubleshooting: Perform investigations and troubleshooting to resolve technical issues and customer queries
- Collaborate with CX and Operations Teams: Work closely with CX and Operations teams, including identifying potentially fraudulent activity, screening new merchant accounts, and performing other sales administration duties
Education
Introduction To Coding Using HTML, CSS, Java Script, Web Development, Introduction To Artificial Intelligence, Introduction To Web Development, Advanced Web Development
SheCodes
12-2024
Skills
Exceptional Customer Service
Timeline
Customer Success Partnerships Team Lead
Lula
03.2024 - Current
Voice of The Customer
Lula
03.2023 - Current
Customer Experience
Lula
03.2023 - Current
Introduction To Coding Using HTML, CSS, Java Script, Web Development, Introduction To Artificial Intelligence, Introduction To Web Development, Advanced Web Development
SheCodes
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