Summary
Overview
Work History
Education
Skills
Accomplishments
References
Interests
Timeline
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NQOBILE DHLADHLA

Team Leader

Summary

I am a passionate and ambitious individual who thrives on rewarding challenges and continuous growth. As a Help Desk Team Leader, I’ve successfully led high-performing teams while driving service excellence and cross-functional collaboration. I adapt quickly to new environments, work effectively in teams, and lead with strong interpersonal skills, discipline, and reliability. I take pride in the quality of my work and consistently strive to exceed expectations through dedication, ownership, and a solutions-driven mindset.

Overview

9
9
years of professional experience

Work History

Help Desk Team Leader

Quintinite
01.2024 - Current
  • Delegated daily tasks to team members
  • Trained and coached associates
  • Monitored performance and encouraged improvements
  • Created daily reports for management and clients
  • Resolved team conflicts and motivated high performance
  • Call Centre Associate / Help Desk Agent

Call Centre Representative

Quintinite
07.2023 - 12.2023
  • Assisted multiple clients (LEGO, Peets Coffee, Kohls, etc.)
  • Handled technical issues: PIN pads, PED devices, printers
  • Password resets (WorkJam, OKTA, Kronos, UltiPro)
  • Processed and assigned support tickets
  • Managed email-based support for Moms Organic
  • Amazon Support

Customer Service Agent

WebHelp
05.2021 - 04.2023
  • Assisted with Amazon account setup and order tracking
  • Provided Fire TV, Fire Stick, and Kindle support
  • Processed refunds and replacement orders
  • Promoted to technical support team after 1 year
  • Cell C

Merchants

Merchants
08.2018 - 04.2021
  • Used CRM to manage Cell C services
  • Assisted with SIM swaps, number changes, billing queries
  • Promoted to Help Desk after 1 year
  • Processed upgrades, cancellations, and technical queries

Cashier / Front Desk

Mr Price Sports
08.2016 - 09.2017
  • Opened new store accounts
  • Maintained cash desk and assisted customers
  • Checked stock availability across branches

Education

Business Communications, HR Management (1A & 1B), Business Management, Labour Law, Industrial Relations, Payroll Software Application, Office Administration

Rosebank College
01.2019

Math Literacy, Geography, History, Life Sciences, English, Life Orientation

Selelekela Secondary School
01.2014

Skills

  • Time Management

  • Leadership & Delegation

  • Problem Solving

  • Teamwork & Collaboration

  • Technical Troubleshooting

  • Ticketing Systems (eg, CRM, Help Desk platforms)

  • Adaptable & Reliable

  • Strong Communication

  • Critical Thinking

  • Conflict Resolution

  • CRM Systems

  • Microsoft Office

  • Password Management Tools

  • Device Troubleshooting (Mobile, Fire TV, POS)

  • Email Ticketing Systems

Accomplishments

  • Supervised team of 14 staff members.
  • Contributed to the development of Mobius and Knowledge Base (KB), enhancing team efficiency and improving onboarding processes.
  • Led cross-functional collaboration with Product and Training teams to align platform improvements with support needs.
  • Built a high-performing, engaged support team by promoting open communication, collaboration, and shared ownership.
  • Recognized for outstanding leadership with multiple awards:
    🏅 Best Team Leader – July & September 2024
    🏅 Spencer Seconded Team Leader – 2024
    🏅 Best Team Leader of the Year – 2024

References

Quintinite (Spencer Technologies) 

Team Leader: Tshepiso Pooe 

Mobile: (+27) 74 309 8024 

Telephone: (010) 534 8095


Mr Price Sports 

Store Manager: Percy Monyela 

Mobile: (+27) 82 514 2897 

Telephone: (011) 880 5796 


Merchants (Cell C) 

Team Leader: Themba Duiker

Mobile: (+27) 62 398 3359 

Telephone: (011) 575 2000 


WebHelp (Amazon) 

Team Leader: Thabo Mothiba 

Mobile: (+27) 82 883 9247 

Interests

Cooking

Travelling

Writing

Volunteering

Meditation

Timeline

Help Desk Team Leader

Quintinite
01.2024 - Current

Call Centre Representative

Quintinite
07.2023 - 12.2023

Customer Service Agent

WebHelp
05.2021 - 04.2023

Merchants

Merchants
08.2018 - 04.2021

Cashier / Front Desk

Mr Price Sports
08.2016 - 09.2017

Math Literacy, Geography, History, Life Sciences, English, Life Orientation

Selelekela Secondary School

Business Communications, HR Management (1A & 1B), Business Management, Labour Law, Industrial Relations, Payroll Software Application, Office Administration

Rosebank College

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