Nomusa Rose Talane
Benoni
Summary
Experienced Service Delivery and Service Desk Lead with extensive experience in telecoms, insurance, and data centre operations. Proven track record in managing end-to-end administration, service delivery processes, customer liaison and team leadership across multiple sites and departments . Expertise in SLA and incident management, project management, sales, and client relationship management. Demonstrated ability to enhance operational efficiency through process improvement and vendor management. Skilled in medical underwriting, risk assessment, and stakeholder engagement. Committed to maintaining high levels of customer satisfaction and retention while driving continuous improvement initiatives. Career goal: To leverage extensive experience in a challenging role that fosters professional growth and contributes to organisational success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Consultant
Different Life
08.2025 - Current
- Manage end-to-end client policy administration including onboarding, amendments, and servicing.
- Perform medical underwriting for long-term insurance policies.
- Retain and upgrade existing policies through client engagement and needs analysis.
- Ensure compliance with regulatory and internal underwriting standards.
- Maintain high levels of customer satisfaction and retention.
Service Delivery Coordinator Team Lead
Teraco Digital Realty
05.2021 - 09.2024
- Led and managed a team of 26 staff across 7 data centre sites.
- Acted as the primary escalation point for major incidents and outages.
- Managed SLA performance, reporting, and client communication.
- Coordinated large-scale infrastructure projects, including client or contractor onboarding, deployments, migrations, and upgrades.
- Oversaw vendor management, including fibre, power, and maintenance providers.
- Managed generator, HVAC, and power systems during outages and maintenance.
- Improved operational processes and reporting systems.
- Built strong client relationships and ensured service excellence.
- Reason for leaving: career break to care for child (now resolved).
- Analysed service delivery failures, identifying root causes and implementing corrective actions.
- Managed end-to-end service delivery processes, improving operational efficiency and customer satisfaction levels.
- Negotiated service level agreements with clients, setting clear expectations for service delivery.
- Developed and monitored service delivery metrics, using data to inform strategic decisions.
- Added value by coaching teams to inspect and adapt processes, guiding departments through new process implementations.
- Reviewed and updated service delivery processes, ensuring compliance with regulatory standards.
- Mentored junior staff, fostering a culture of excellence within the service delivery team.
- Orchestrated the resolution of high-priority incidents, minimising impact on business operations.
- Directed daily operations to achieve maximum efficiency and productivity.
- Encouraged and facilitated continuous improvement of delivery teams through research, audits and consistent monitoring.
- Conducted training sessions on best practices in service management, elevating team competencies.
- Recorded purchases and supply movements to maintain accurate records.
- Implemented customer feedback mechanisms, driving continuous improvement in service standards.
- Facilitated regular review meetings with clients, maintaining strong, productive relationships.
- Led direct teams alongside virtual delivery organisations to exceed organisational expectations.
Service Delivery Coordinator (Second in Charge)
Teraco Digital Realty
11.2019 - 05.2021
- Managed service tickets, work orders, and project documentation.
- Coordinated deployments, and maintenance activities.
- Ensured SLA adherence and service quality.
- Supported project delivery across data centre operations.
- Reason for leaving: Promoted.
- Reviewed and updated service delivery processes, ensuring compliance with regulatory standards.
- Streamlined communication channels between service delivery and sales teams, enhancing collaboration.
- Worked to technical and business stakeholders' needs and managed expectations for increased customer satisfaction.
- Identified and compared best processes by recognising dysfunctional strategies and encouraging experimental mindsets to create solutions.
- Scheduled transportation of outgoing goods to meet customer requirements.
- Moved between product life cycle phases at optimal times to meet service standards for relevant stages.
- Initiated and led projects to introduce new technologies, improving service delivery capabilities.
- Developed and maintained strong relationships with clients, understanding their needs for tailored service delivery.
- Reviewed and updated service delivery documentation regularly, ensuring accuracy and compliance with industry standards.
- Liaised between customers and technical teams to communicate project expectations and progress clearly.
Customer Consultant
Stangen
10.2018 - 11.2019
- Provided insurance solutions, including life insurance, critical illness cover, disability cover, and salary protection cover, to protect clients against unforeseen circumstances.
- Retained clients and managed underwriting sales to enhance business relationships.
- Conducted workshops and training sessions to enhance team members' skills and streamline service delivery.
- Reason for leaving: Opportunity for career change, and growth.
- Increased sales targets by developing and maintaining strong relationships with new and existing customers.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Addressed customer queries to provide information regarding product specifications and uses.
- Attended meetings to discuss sales strategies and ways to improve services.
- Listened to individual complaints with open mind and asked detailed questions to understand issues.
Customer Consultant
Different Life
01.2018 - 10.2018
- Achieved significant sales in life insurance, critical illness cover, disability insurance, and salary protection cover.
Maximised client engagement to ensure comprehensive understanding of insurance benefits.
Delivered exceptional service that contributed to client loyalty and business growth. - Deliver comprehensive assistance to clients to ensure clarity and informed decision-making regarding insurance options.
- Utilised targeted marketing strategies and persuasive communication to consistently meet and exceed monthly sales targets.
- Utilised effective communication skills to respond to customer inquiries, providing tailored solutions and alternatives that supported the company's reputation for excellence.
- Resolved complex customer complaints by devising effective solutions, significantly reducing escalation rates.
- Reason for leaving: Different Life and Stangen partnered, and I was moved to Stangen.
Customer Sales Consultant
Absa Instant Life
04.2017 - 11.2017
- Delivered tailored insurance products to meet client needs, including life cover, critical illness cover, work disability cover, cancer cover, and funeral cover.
- Enhanced client satisfaction through personalised insurance consultations.
Achieved high approval rates by streamlining application processes for various insurance solutions. - Demonstrated commitment to brand values by embodying company ethos during all professional interactions.
- Implemented targeted upselling and cross-selling initiatives to enhance customer engagement and revenue generation.
- Documented customer interactions in the CRM system for efficient record keeping.
- Secured an opportunity for stability following completion of contract employment.y
Know Your Client (KYC) Business Administrator
First National Bank
05.2016 - 09.2016
- Utilised advanced document management systems to verify and identify fica documents for various business clients effectively.
- Linked clients' accounts to relevant FNB business systems to ensure seamless integration and operational efficiency.
- Delivered continuous support to employees and customers via phone and email.
- Ensured compliance with regulatory standards to mitigate risks and uphold legal obligations.
- Maintained confidentiality of sensitive information to protect organisational reputation and integrity.
- Successfully completed seasonal project on time upon contract expiration.
Achieved project goals through effective teamwork and coordination.
Delivered results aligned with project expectations before contract end.
Customer Sales Representative
Platinum Life
02.2015 - 04.2016
- Achieved strong sales results through the effective promotion of diverse insurance products, including cancer, work disability, and stroke cover.
Increased lead quality by proactively warming up leads for the sales team, contributing to higher conversion rates.
Strengthened client relationships, resulting in improved customer satisfaction and retention. - Utilised effective communication and problem-solving skills to provide exceptional service, successfully retaining clients who had previously disengaged.
- Addressed customer concerns with a focus on maintaining a positive company reputation and ensuring satisfaction.
- Pursued opportunities for career advancement and professional development.
Customer Consultant
Absa Retail and Corporate banking
01.2014 - 01.2015
- Support clients in managing online banking tasks and payments to enhance financial convenience.
- Supported clients in accessing diverse financial services through online platforms.
Facilitated transactions with providers such as Western Union, Woolworths Financial Services, British Airways, and Avios.
Assisted in resolving client queries related to financial services and platforms. - Utilised extensive product expertise to resolve customer inquiries effectively.
- Preserve professionalism and confidentiality in customer interactions to enhance trust and client satisfaction.
- Engaged in collaborative discussions during team meetings, focusing on innovative customer service strategies that address client needs.
- Concluded contract following successful fulfilment of obligations and deliverables.
Education
LLB -
Renesys Business School
12-2028
Higher Certificate in Project Management -
Mancosa
12-2024
Matric -
Lesiba Secondary School
12-2011
Skills
- Service Delivery Management
- Telecoms and Data Centre Operations
- SLA and incident management
- Team leadership and coaching
- Project Management
- Client Relationship Management
- Medical Underwriting
- Process Improvement
- Vendor management
- Communication and Stakeholder Engagement
- Risk assessment
- Relationship building
- Process improvement
Certification
- ITIL Foundation IV, Torque IT, 2025-12-31
- Business Writing Skills, Keybase, 2023-12-31
- Leadership in a Work Context, Keybase, 2022-12-31
Websites, Portfolios and Profiles
linkedin.com/in/nomusa-t-b533229b/
Languages
English
Proficient
C2
IsiZulu
Proficient
C2
IsiXhosa
Upper Intermediate
B2
SeSotho
Elementary
A2
References
• Kovilan Chetty Company: Teraco Digital Reality Title: Service Desk Manager Contact details: 082 809 9798 011 573 2800, Kovilan@teraco.co.za
• Boipelo Nyakele Company: Absa Bank Title: Team leader Contact details: 084 245 5417 Boipelomnisi@gmail.com, Boipelo.nyakale@absa.africa
• Jurant Chetty Company: Stangen Title: Service Desk Manager Contact details: 078 100 8070 chettyjurant@gmail.com
Short Term Courses
• Torque IT, ITIL Foundation IV in IT Service Management Status: Completed in 2025
• Keybase Training Solutions, Business Writing Skills Status: Completed in October 2023 • Keybase Training Solutions, Certificate in Applying Leadership in a work context,
Timeline
Customer Consultant
Different Life
08.2025 - Current
Service Delivery Coordinator Team Lead
Teraco Digital Realty
05.2021 - 09.2024
Service Delivery Coordinator (Second in Charge)
Teraco Digital Realty
11.2019 - 05.2021
Customer Consultant
Stangen
10.2018 - 11.2019
Customer Consultant
Different Life
01.2018 - 10.2018
Customer Sales Consultant
Absa Instant Life
04.2017 - 11.2017
Know Your Client (KYC) Business Administrator
First National Bank
05.2016 - 09.2016
Customer Sales Representative
Platinum Life
02.2015 - 04.2016
Customer Consultant
Absa Retail and Corporate banking
01.2014 - 01.2015
LLB -
Renesys Business School
Higher Certificate in Project Management -
Mancosa
Matric -
Lesiba Secondary School