Ntombenhle Penelope Nsele

I have been in the service recovery space since we started in 2019 with a total of 9 years of customer service experience and I have seen how we have grown as a department. Through coaching, where we examine all missed opportunities with my team through team calibrations and people engagement, I am able to assist my team members in achieving exceptional results and providing a great customer experience by empowering people to achieve their full potential. As a result of my strong operational focus, I have been able to achieve exceptional results through myself and others. I believe in playing people to their strengths. I believe in providing set guidelines to perform functions and having complimentary systems to support these functions, ultimately resulting in accurate reporting to assess performance, growth, and identifying areas of development.

I believe I am the best candidate for the Team Leader position because of my drive and desire to achieve the best results at all times, as a current stand-in team leader, I have proven to be able to lead people well, deliver great results, collaborate and work well with other across the floor, peers and senior management. For example, I managed to improve my previous team's CSAT from 69% to 82% and have worked diligently with various leaders on different tasks, and have proven to have the ability to meet deadlines and perform all my tasks effectively and efficiently. In conclusion, my passion for people has seen my conflict management skills, staff development, and coaching capabilities exemplified. I can analyse complex situations to provide practical and implementable solutions. I am now experienced in leading, motivating, and influencing people, as well as negotiating difficult outcomes.