Nkosinathi Patrick Mzimela
Customer Service Team Leader - Contact Centre BPO
Kempton Park Gauteng
Summary
Experienced Team leader with a strong track record of leading high-performing teams in dynamic customer service environments. Skilled in fostering positive workplace culture, driving process improvements, and ensuring compliance with regulatory standards. Adept at analyzing performance metrics to implement strategic initiatives that enhance productivity and customer satisfaction.
Overview
24
24
years of professional experience
Work History
Senior Team Leader
Capability Bpo Global
04.2019 - 08.2025
- Monitored team performance and reported on metrics.
- Developed open and professional relationships with team members to facilitate effective issue resolution.
- Completed audits and risk assessments to achieve regulatory compliance.
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
- Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.
- Resolved complex customer enquiries, disputes and complaints.
- Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.
Customer Service Team Leader
WNS - Telkom
03.2015 - 10.2019
- Maximized employee morale and addressed performance issues to align with established standards.
- Met deadlines while exceeding expectations through efficient packing services.
- Coordinated regular team meetings to prioritize tasks and maintain operational efficiency.
- Delegated responsibilities based on individual strengths to enhance productivity.
- Supervised team activities, providing praise and constructive feedback as necessary.
- Achieved exceptional customer satisfaction through effective team management techniques.
- Resolved complex customer inquiries, disputes, and complaints promptly.
- Conducted audits and risk assessments to ensure regulatory compliance.
Team Leader
Cellc
06.2012 - 10.2014
- Promoted employee morale while addressing performance challenges per established standards.
- Delivered efficient packing services that exceeded expectations and met all deadlines.
- Facilitated regular team meetings to align on priorities and enhance task management.
- Optimized productivity by delegating tasks based on staff capabilities.
- Oversaw team activities, issuing constructive feedback and recognition for team growth.
- Effectively resolved complex customer complaints, resulting in exceptional satisfaction rates.
- Strategically organized workloads to adapt to seasonal demand variations.
- Ensured compliance with procedures and monitored Key Performance Indicators (KPIs).
Technical Support Specialist
Cellc
06.2004 - 06.2012
- Conducted in-depth inquiries to identify root causes and resolve customer issues.
- Escalated system faults while logging detailed incident investigation progress reports.
- Resolved technical concerns efficiently, ensuring adherence to agreed timeframes.
- Demonstrated exceptional technical troubleshooting skills to promptly identify problems.
- Delivered expert technical support, addressing complex issues to improve user satisfaction and loyalty.
Customer Service Representative
Cellc
10.2002 - 03.2004
- Utilized effective listening skills to gather and document customer issues for efficient problem resolution.
- Managed high volumes of incident tickets through exceptional planning and prioritization.
- Established rapport with customers via professional and courteous communications.
- Achieved high scores in quality assurance evaluations by actively implementing performance feedback.
- Delivered outstanding customer service by proactively anticipating and addressing customer needs.
- Served as escalation point for complex issues, ensuring timely resolutions to enhance client retention.
- Resolved inquiries related to products, complaints, and feedback to ensure customer satisfaction.
- Input customer data and call notes into internal database accurately to maintain records.
Customer Service Representative
Nokia Customer Care
06.2001 - 07.2002
- Assisted customers with product-related questions, feedback and complaints.
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Navigated customer support channels to resolve diverse customer queries within target timeframes.
Education
Bachelor of Business Administration - Business Management
Durban University of Technology
Durban, KZN01.2008
Diploma - Commercial Administration, Business Administration
01.2000
Matric - undefined
01.1997
Skills
Computer literacy
Technical expertise – Call Centre technology
Leadership
Coaching and mentoring skills
Customer service orientation
Attention to detail
Good interpersonal skills
Listening and Communication skills (written & verbal)
Conflict management skills
Team development
Planning and organizing
Ability to communicate with all levels of Clients and management
Able to work under pressure
Able to think creatively
Problem solving
Team work
Ability to relate to others
Timeline
Senior Team Leader
Capability Bpo Global
04.2019 - 08.2025
Customer Service Team Leader
WNS - Telkom
03.2015 - 10.2019
Team Leader
Cellc
06.2012 - 10.2014
Technical Support Specialist
Cellc
06.2004 - 06.2012
Customer Service Representative
Cellc
10.2002 - 03.2004
Customer Service Representative
Nokia Customer Care
06.2001 - 07.2002
Bachelor of Business Administration - Business Management
Durban University of Technology