Nthabiseng Thaele
Teamleader
Johannesburg South
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
Work History
Team Leader Supervisor
Intelifin
06.2023 - Current
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Created and managed project plans, timelines and budgets.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Maintained database systems to track and analyze operational data.
Quality Assurance Specialist (Team leader)
Intelifin
01.2023 - 06.2023
- Overseeing the monitoring and assessment of customer interactions: emails, and phone calls, to evaluate agent performance and compliance with quality standards
- Assess and report on the quality of service, create, and manage key performance indicators (KPIs) and quality
- Routinely perform quality assurance account reviews for assigned teams
- Record results of all QA account assessments and audits
- Prepare and distribute quality assurance performance statistics
- Coach team members individually to maximize training results, improve quality metrics, and increase client performance
- Involvement in quality calibration initiatives with management, training, and operations team, resolves routine questions or problems, escalating complex issues to management.
- Reviewed production processes and identified potential quality issues.
- Reduced costs associated with rework by improving inspection processes throughout the entire production line.
- Interpreted test results by comparing to established specifications and control limits, making recommendations on appropriateness of data for release.
- Analyzed data from product testing, identifying trends and opportunities for improvement in both design and production processes.
Quality Assurance Specialist
Intelifin
07.2022 - 12.2022
- Kept a careful eye on call center agents' interactions with consumers
- Call recording, live call monitoring, or both can be used to accomplish this
- Evaluating how well agents follow corporate guidelines and deliver top-notch customer service is the aim
- Defined quality measurements and key performance indicators (KPIs)
- Average call handling time, first-call resolution, customer satisfaction, and script or procedure adherence are examples of common KPIs
- These measures function as standards for assessing performance
- Clearly define and thorough quality assurance scripts and procedures should be established, and agents should adhere to them while interacting with customers
- Trained and developed, agents must receive continual instruction and mentoring.
Admin Assistant
Intelifin
11.2021 - 04.2022
- Record Keeping and Documentation: Maintain accurate and organized records, databases, and filing systems
- Ensure that all documents are properly labelled, filed, and accessible as needed
- Correspondence and Communication: Draft and proofread emails, letters, memos, and other correspondence
- Handle incoming calls, inquiries, and requests in a professional and courteous manner
- Office Management: Oversee day-to-day office operations, including ordering and maintaining office supplies, equipment, and inventory
- Coordinate office maintenance, repairs, and vendor relationships
- Data Entry and Processing: Perform accurate data entry and processing tasks using software applications and databases
- Update and maintain databases with current information while ensuring data integrity and confidentiality
- Reconcile creditor statements in a timely and accurate manner
- Follow up on processed Invoices and purchase orders.
Customer Service agent
Intelifin
08.2020 - 11.2021
- Handle and safeguard of confidential information
- Address any complaints in a professional and timeous manner
- Delivered superior customer service within the insurance sector, handling a diverse range of inquiries and transactions
- Assisted clients with policy inquiries, coverage details, and premium payments, ensuring clarity and satisfaction
- Facilitated policy sales and renewals, leveraging in-depth knowledge of insurance products to meet client needs effectively
- Guided policyholders through the claims process, collecting necessary information and providing timely updates on claim status
- Maintained compliance with regulatory standards and company policies, ensuring confidentiality and data security
- Utilized CRM systems to document customer interactions, track inquiries, and follow up on unresolved issues
- Actively participated in training sessions to enhance product knowledge and customer service skills specific to the insurance industry
- Collaborated with team members to streamline processes and improve overall call center efficiency.
Education
Bachelor of Laws - LLB -
University of South Africa
01.2022 - Current
Skills
- Excellent customer service skills- Strong problem-solving abilities- Effective communication both written and verbal- Attention to detail for accurate record-keeping- Ability to handle multiple tasks simultaneously- Proficient data entry skills- Ability to work collaboratively with team members- Strong organization and time management skills- Empathetic and patient when dealing with customer inquiries- Knowledge of product/service offerings to provide informed recommendations
Technical Knowledge And Skills
- Windows 8/10
- Microsoft Excel (Pivot Tables, H/V-Lookups, Macros, VBA)
- Access
- Word
- PowerPoint
- Visio
- Dynamic
- OneNote
- Outlook
- QuickBooks
- Google Docs
- ImageNow
- CRM
- Zoom
- Lync
- Skype
- Citrix and Oracle RightNow
- Pipedrive CRM
- Photoshop
Key Proficiencies
- Good Communication and Presentation Skills
- Creative Thinker and Attention to Details
- Time Management and Risk Assessment
- Ability to Work in Fast Paced Environment
- Ability to Work with Cross-Functional Teams
- Solution orientated
- Zendesk, Stripe, PayPal
- Customer Data Management
- Strong verbal and written communications skills
- Excellent Computer Skills
- Thumbtack
References
Available upon request
Certification
Tefl- Teaching English in Foriegn Languages
Timeline
Foundations of Digital Marketing
05-2024
Team Leader Supervisor
Intelifin
06.2023 - Current
Quality Assurance Specialist (Team leader)
Intelifin
01.2023 - 06.2023
Quality Assurance Specialist
Intelifin
07.2022 - 12.2022
Bachelor of Laws - LLB -
University of South Africa
01.2022 - Current
Admin Assistant
Intelifin
11.2021 - 04.2022
Customer Service agent
Intelifin
08.2020 - 11.2021
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