Nonhlanhla Ngwenya

• Conducted regular performance evaluations of team members to provide constructive feedback on strengths and opportunities for growth.
• Facilitated seamless transitions during organizational changes, ensuring minimal disruptions in service delivery and maintaining high levels of employee engagement.
• Championed the adoption of new technologies that enhanced customer experience through faster issue resolution times and more personalized service offerings.
• Collaborated cross-functionally with other departments to develop integrated solutions for client needs.
• Spearheaded initiatives aimed at improving process efficiencies, resulting in reduced costs while maintaining high-quality service standards.
• Set performance targets for team members, holding them accountable for meeting goals and celebrating successes together.
• Enhanced customer satisfaction by implementing effective coaching strategies for team members.
• Monitored call volume trends to anticipate peak periods, proactively adjusting staffing schedules to ensure optimal coverage and minimal customer wait times.
• Resolved escalated customer complaints swiftly, demonstrating empathy towards customers'' concerns while finding mutually agreeable solutions.
• Established a culture of continuous improvement within the contact center, encouraging team members to share ideas on how to enhance operational efficiency or improve customer experiences.
• Boosted team morale and productivity with motivational techniques and clear communication of expectations.
• Improved team performance by conducting regular training sessions and sharing industry best practices.
• Implemented new call scripts to improve consistency in messaging and drive positive customer interactions.
• Developed strong relationships with key clients by maintaining open lines of communication and resolving issues promptly.
• Reduced employee turnover by creating a supportive work environment that fostered professional growth and development.
• Increased contact center efficiency by streamlining processes and optimizing workflows.
• Managed staffing levels to ensure adequate coverage during peak periods, reducing wait times and abandoned calls.
• Ensured quality service delivery by monitoring calls, providing feedback, and addressing areas for improvement.
• Analyzed performance metrics to identify trends and areas for improvement within the contact center operations.
• Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
• Created team rotations to man center effectively during peak hours.
• Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
• Investigated and resolved customer inquiries and complaints quickly.

• Mentored junior team members, contributing to their professional development and success within the organization.
• Resolved complex fraud cases efficiently, utilizing advanced analytical techniques and tools.
• Enhanced team performance through thorough training and regular feedback sessions.
• Promoted a culture of integrity within the organization by sharing insights gained from successfully resolved cases and emphasizing the importance of ethical behavior.
• Led initiatives aimed at minimizing financial losses due to fraud, safeguarding company assets.
• Maintained detailed documentation of all reported incidents, facilitating efficient analysis and follow-up actions.
• Managed a high-performing team, fostering an environment of continuous learning and growth.
• Conducted regular audits of departmental processes to ensure compliance with relevant regulations and industry best practices.
• Reduced fraud incidents by implementing effective policies and procedures for the team.
• Streamlined fraud detection processes, leading to faster resolution of cases.
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Reviewed transactions and receipts to identify any suspicious activity.
• Contacted customers directly to notify of fraudulent activity and minimize impacts.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.

Maintained an inclusive and diverse team culture, promoting respect and understanding among all members .Ensure morning notes have been update

Assist with logging system bugs on the system

Ensure clients applications are on boarded and login details are sent within SLA close to 10-40 applications in a day