NHLANHLA NGWENYA
Customer Care Team Leader
Tembisa
Summary
Experienced professional with 5+ years in telecommunications, skilled in team leadership, training, quality assessment, and operational management, with a proven track record in driving results, process improvements, and managing complex projects in fast-paced, high-pressure environments.
Overview
8
8
years of professional experience
Work History
Customer Care Team Leader
Stellantis South Africa
09.2025 - Current
- Supervise, coach, and support customer care agents.
- Manage team performance, including reviews, feedback, and achievement of KPIs.
- Oversee scheduling, attendance, and workload distribution.
- Ensure quality, compliance, and effective handling of all customer interactions.
- Handle escalations, complex complaints, and agent approvals (including mobilities).
- Identify recurring issues, recommend improvements, and raise POs in the SAP system.
- Follow-up on warranty claims.
- Monitor and report on parts ETA.
Customer Care Representative
Stellantis South Africa
03.2023 - 08.2025
- Utilize Zendesk system proficiently for accurate logging and tracking of customer cases
- Prepare and dispatch daily VOR reports for cases exceeding 21-day resolution targets.
- Maintain and monitor call center queues to optimize incoming call flow and response times.
- Efficiently handle customer complaints, providing exceptional service and support. (breakdowns, vehicle registrations, parts etc)
Skills Trainer
Ison Xperiences
03.2022 - 02.2023
- Monitored daily performance metrics to optimize team productivity.
- Provided real-time assistance to agents, ensuring operational excellence.
- Fostered a motivational environment to achieve and exceed performance targets
- Conducted call quality assessments to maintain high service standards.
- Demonstrated in-depth product and system expertise to support team needs.
Quality Assessor / Coach
Ison Xperiences
01.2021 - 02.2022
- Delivered comprehensive product and system training to enhance team competencies.
- Dispatched daily performance reports and operational KPIs to optimize productivity.
- Prepared and submitted monthly BBBEE reports, ensuring compliance and diversity goals.
- Generated and analyzed performance reports for new intakes to track progress and identify training needs.
Customer Care Representative
Vodacom
11.2017 - 01.2021
- Managed inbound calls for both Prepaid and Postpaid departments, providing prompt assistance with customer inquiries, billing, and account statements.
- Uphold high-quality service standards to ensure customer satisfaction and maintain company reputation.
- Demonstrated exceptional soft skills during interactions to foster positive customer experiences.
- Consistently met and strived to exceed established performance targets through diligent work ethic and customer-centric approach.
Education
Matric -
Bertharry English Private School
Temibsa01.2012
Skills
Communication Skills
PowerPoint
Excel
Complaint handling
Decision-making
Technical troubleshooting
Product knowledge
References
- Gerrie de Jager, Ison Xperiences, 082 336 7723, Gerriedejager@isonxperiences.com
- Nthabiseng Sello, Stellantis, 072-536-9477, Nthabiseng.sello1@external.stellantis.com
Timeline
Customer Care Team Leader
Stellantis South Africa
09.2025 - Current
Customer Care Representative
Stellantis South Africa
03.2023 - 08.2025
Skills Trainer
Ison Xperiences
03.2022 - 02.2023
Quality Assessor / Coach
Ison Xperiences
01.2021 - 02.2022
Customer Care Representative
Vodacom
11.2017 - 01.2021
Matric -
Bertharry English Private School