Ndumiso Mbili

I was promoted to the role of Performance Coach at CCI within just four months of joining the company—a milestone that many considered unlikely, but one I achieved by consistently delivering results and never doubting my ability to lead. This role was a transformative step in my career, sharpening vital skills such as leadership, coaching, effective communication, and team motivation—skills that are indispensable in any fast-paced, target-driven environment, like customer service or sales.

As a coach, I was responsible for developing underperforming agents into confident, capable salespeople, and ensuring that teams not only met expectations, but exceeded them. I learned how to adapt my approach to suit different personalities, provide actionable feedback, and inspire high performance through trust and accountability.

• Enhanced team performance by developing and implementing effective coaching strategies.
• Collaborated with other coaches to share best practices, techniques, and insights for overall program improvement.

• When I worked for O2, a top telecom provider in the UK, I was an expert at completing SIM card and mobile phone contracts, constantly providing customized solutions that satisfied client demands and organizational goals. I did best in a fast-paced, high-pressure setting, where flexibility was not only a strength, but a necessity.
  I became proficient in this position by learning how to actively listen, establish rapport quickly, and professionally and empathetically defuse difficult customer situations. Together with my in-depth knowledge of needs-based selling and customer psychology, these soft skills enabled me to routinely surpass KPIs.
  
  My accomplishments were self-evident: I was named a Top Sales Agent for three months in a row, which is evidence of my dedication, ability to persuade others, and solution-focused methodology.
  
  The key to my success is an unrelenting drive to solve problems, a disciplined work ethic, and a strategic mindset shaped by both real-world experience and personal development. I've spent years not only learning on the job, but also sharpening my craft through continuous reading on sales psychology, communication, and the art of persuasion.
  I believe these are the very qualities that distinguish top performers and future leaders in any organization, and I intend to become one of them.

• Spearheaded email and chat support for Frasers Group, consistently exceeding performance targets.
• Demonstrated strong problem-solving skills, resolving customer inquiries promptly and effectively.
• Collaborated with cross-functional teams to streamline communication processes, and enhance customer satisfaction.
• Maintained a high level of product knowledge, ensuring accurate and comprehensive assistance to customers.
• Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
• Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
• Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
• Developed strong relationships with clients, resulting in repeat business and positive feedback.

I currently work as a Senior Sales Agent on a fast-growing weight-loss and wellness campaign, where I handle a high influx of inbound calls from patients seeking effective medical solutions for weight management. I specialize in guiding patients through their journey using cutting-edge GLP-1 medications, such as Ozempic, Semaglutide, and Tirzepatide, providing clear, compassionate support while helping them make informed purchase decisions that benefit their long-term health.

Beyond sales, I also handle customer service through email support, making this a hybrid role that demands flexibility, empathy, and precision. I use Zoho Desk to create and manage tickets, resolve inquiries efficiently, and ensure a seamless experience when I'm not actively on the sales line.

Communication and coordination are central to my role. I regularly liaise with Registered Nurses (RNs), Nurse Practitioners (NPs), Compounding Pharmacies, and Certified Medical Assistants (CMAs) using Slack, ensuring accurate, real-time updates, and continuity of care for our patients. I’m also proficient in the Google Suite (Docs, Sheets, Gmail, Calendar), which I use to track data, organize communications, and maintain workflow efficiency.

By consistently exceeding sales targets and handling objections with professionalism and empathy, I’ve earned and sustained my role as a Senior Agent. I take pride in not only closing sales, but also in helping thousands of patients take control of their health with confidence and clarity.