Matthew Kemp
Wetton
Summary
Customer-focused professional with extensive experience in delivering exceptional service and driving team performance. Proven track record in meeting KPIs, resolving complaints, and enhancing customer satisfaction. Strong communicator with technical knowledge and operational expertise, capable of leading high-performing teams while maintaining a hands-on approach to customer service.
Overview
12
12
years of professional experience
Work History
Team Leader
Huntswood
Cape Town
12.2024 - 12.2025
- Achieved performance targets for quality, new business, customer retention, and service KPIs through strong team leadership.
- Managed staff attendance and productivity to optimize operational efficiency.
- Resolved customer complaints and escalations promptly to boost satisfaction rates.
- Conducted coaching sessions and implemented performance improvement plans to enhance team capabilities.
- Performed call audits to ensure compliance with company and client standards.
- Drove team engagement through initiatives, competitive campaigns, and team-building activities.
- Oversaw completion of mandatory training modules while ensuring adherence to company policies.
Assistant Campaign Manager
EXL
06.2022 - 11.2024
- Enhanced customer experience scores while driving new business growth and achieving service level targets.
- Managed staff attendance and productivity to sustain operational efficiency.
- Planned shifts, monitored attendance via Atlas software, and approved leave requests to optimize staffing levels.
- Efficiently handled payroll, commission inquiries, and employee complaints.
- Resolved customer complaints and escalated issues to ensure swift resolution and satisfaction.
- Led coaching initiatives, development programs, and performance improvement plans to address skill gaps.
- Conducted performance reviews and monitored KPIs for quality, new business, and customer service metrics.
- Performed call audits and quality assurance checks to ensure compliance with established standards.
Customer Support & Sales Representative
EXL
05.2021 - 06.2022
- Handled inbound and outbound customer calls, emails, and online webchat.
- Sold new business policies, processed policy amendments, and took payments.
- Resolved customer inquiries, issues, and complaints professionally.
- Provided accurate information on products, services, and policies.
- Documented interactions and maintained up-to-date customer records.
- Met performance targets and KPIs, including quality compliance, new business sales, customer experience, and average handling time.
Electrical Wireman
Tombake
Cape Town
05.2017 - 06.2020
- Serviced, maintained, and repaired all food and catering equipment.
- Wired, installed, and assembled new electrical components and systems.
- Read and interpreted wiring diagrams and schematics.
- Diagnosed and fixed wiring faults and defects, and functionality.
- Diagnosed and fixed wiring faults and defects.
- Ensured compliance with safety regulations and quality standards.
Sales Consultant
Prestige Cosmetics
Cape Town
01.2016 - 12.2016
- Promoted perfumes and colognes, consistently meeting sales targets.
- Assisted customers with product selection and inquiries to ensure informed purchases.
- Delivered exceptional customer service, enhancing overall shopping experiences.
- Maintained product displays and managed stock levels for optimal presentation.
Promoter
Unlimited Promotions
01.2015 - 12.2015
- Promoted products and services at events, stores, and activations to drive engagement.
- Represented brands to foster positive customer experiences and build brand loyalty.
- Communicated product details and campaign information clearly to ensure effective messaging.
- Engaged with potential customers, addressing inquiries and enhancing awareness.
- Collected customer feedback and campaign insights for strategic analysis.
- Completed training to ensure comprehensive product knowledge and campaign preparedness.
Sales Representative
Homemark
Cape Town
12.2013 - 12.2014
- Promoted and sold Homemark products to customers.
- Assisted customers with product selection and inquiries.
- Processed sales, payments, returns, and exchanges.
- Met sales targets through upselling and cross-selling.
- Delivered excellent customer service and product knowledge.
Education
N5 - Maths, Logic Systems, Industrial Electronics, Electrotechnics
Northlink College
Cape Town12-2014
Grade 12 - English, Afrikaans, Maths, Physics, Life Orientation, Electrical Technology, Engineering Graphics & Design
Oude Molen Technical High School
Pinelands12-2013
Skills
- Communication and interpersonal skills
- Problem-solving and complaint resolution
- Technical and product knowledge
- Organizational and multitasking abilities
- Sales and performance awareness
- Mentoring and team supervision
- Leadership and team building
References
- Team Leader – Huntswood
15/12/2024– 12/05/2025
Reference: Reeza Kamaldien – 0711525996 - Assistant Campaign Manager – EXL
06/06/2022 – 30/11/2024
Reference: Carmen Januarie – 073 019 4575 - Customer Support & Sales Representative – EXL
05/05/2021 – 30/06/2022
Reference: Carmen Januarie – 073 019 4575 - Electrical Wireman – Tombake
05/05/2017 – 30/06/2020
Reference: Deon Theron – 073 727 8619 - Sales Consultant – Prestige Cosmetics
20/01/2016 – 06/12/2016
Reference: Cindy – 082 413 2009 - Promoter – Unlimited Promotions
01/01/2015 – 31/12/2015
Reference: Lara – 082 061 1278 - Sales Representative – Homemark
12/01/2014 - 20/12/2014
Reference: Shafiek Petersen – 084 893 7399
Timeline
Team Leader
Huntswood
12.2024 - 12.2025
Assistant Campaign Manager
EXL
06.2022 - 11.2024
Customer Support & Sales Representative
EXL
05.2021 - 06.2022
Electrical Wireman
Tombake
05.2017 - 06.2020
Sales Consultant
Prestige Cosmetics
01.2016 - 12.2016
Promoter
Unlimited Promotions
01.2015 - 12.2015
Sales Representative
Homemark
12.2013 - 12.2014
N5 - Maths, Logic Systems, Industrial Electronics, Electrotechnics
Northlink College
Grade 12 - English, Afrikaans, Maths, Physics, Life Orientation, Electrical Technology, Engineering Graphics & Design
Oude Molen Technical High School