Paula Lamla Ngcwabe
Cape Town
Summary
I am a confident, reliable and enthusiastic individual, with more than 8 years
customer service experience. I have ability to adapt to challenges and ability to provide excellent customer services. I have gained strong customer-focus approach and to see things through to completion. I can provide timely, attentive, upbeat service to customers & I can make sure their needs are met in a manner that reflects positively to Myself and the company or the business.
Skilled customer service leader talented at improving team performance through innovative management techniques. Offers thoughtful, comprehensive and Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Conscientious Customer Service Lead with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Customer Service Team Leader
Teleperformance SA
Cape Town
06.2023 - Current
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Facilitated regular team meetings to discuss progress, challenges, and areas for improvement.
- Reviewed individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
- Implemented quality assurance measures to maintain consistency in customer interactions and service delivery.
- Evaluated customer service staff performance and provided constructive feedback.
Team Leader
Teleperformance
Cape Town
07.2022 - 06.2023
- Working on utilities campaign SSE UK based company Department - Generaleneral Enquiries Campaign has 6 KPIs Managing a team of 15 members Duties Customer service deliverance First call resolution Coaching Call monitoring Performance management Team building Call analysis
- Completed audits and risk assessments to achieve regulatory compliance.
- Resolved complex customer enquiries, disputes and complaints.
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
- Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Developed open and professional relationships with team members to facilitate effective issue resolution.
- Delivered quality service with friendly and professional demeanour.
- Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
Operations Administrator
Teleperformance
Cape Town
11.2021 - 07.2022
- Worked on a UK insurance company RSA MORETHAN insurance. Assisted in 3 Lines of business in the campaign Renewals Service Sale Worked on improving team performance managing outliers in all KPIs. Worked in improving Sales conversion .Coaching Call analysis
Acting Operations Duty Manager
Sun International
Cape Town
01.2021 - 08.2021
- This role is responsible for overseeing accommodation, food and beverage, reception, conference and banqueting and do meet and greet with the customers.
- Directed teams handling various operations in fast-paced environments.
- Managed and motivated large teams of staff to deliver against daily operational targets.
- Helped improve customer service, quality assurance and service speed by developing and implementing successful solutions.
- Used proactive problem-solving skills to resolve issues quickly and effectively, minimising operational disruption.
- Held regular briefings with team members, motivating staff to achieve exceptional results for customers.
- Coached and mentored junior staff, developing confidence and competence for improved service delivery.
- Checked equipment for faults, flaws or defects and scheduled maintenance operations to fix issues and keep department operational.
Food and Beverage Supervisor
Sun International
Cape Town
05.2015 - 12.2020
- Oversee shift preparation. maintain staffing and timekeeper.Do orders for the bar and check dining tables and health standards are maintained.Handling day to day business operations. Resolving guests complain.Preparing cash up for staff.
- Enforced high standards of health and safety to reduce risks of injuries and accidents.
- Maintained extensive knowledge of food and beverage menus to efficiently answer staff and customer queries.
- Managed food and beverage inventory by counting stock counts daily and ordering low-stock supplies when required.
- Remained calm during emergency situations or peak hours to serve as role model of best practice to hotel staff.
- Observed staff performance and provided feedback to facilitate achievement of team and individual goals.
- Assessed food and beverage quality before serving, confirming direct reports continuously produced items to high-quality standards.
Waitressing
Sun International
Cape Town
04.2014 - 05.2014
- My duty was to make sure I pay attention to every guests that comes inn greet and give the menus. Creat last memories with the excellent service.upsell if applicable and I must know my monthly specials.
- Maintained brand image by keeping neat personal appearance.
- Checked on designated tables at appropriate intervals to refill drinks, respond to requests and receive customer feedback.
- Demonstrated full knowledge of all menu items, contents and preparation methods to provide suggestions based on customer preference.
- Enquired about guest satisfaction, anticipated additional needs and happily fulfilled ad-hoc requests.
- Performed additional tasks to keep dining room running smoothly.
- Completed daily opening and closing checklists to maintain standards and ready dining rooms for service.
- Resolved customer complaints promptly, escalating larger operational concerns to management.
- Greeted and seated guests to establish prompt, high quality service.
Sales Representative
Studio88
Eastern Cape
06.2013 - 01.2014
- Resizing clothes from the shelves. promoting sales and marketing new brands in stock. assisting and up-selling to reach weekly and monthly target.
- Operated register to process payments via cheque, cash and cards.
- Addressed customer questions, problems and complaints in person and via phone, facial to maintain positive relationships and support smooth communications.
- Created sales and revenue-generating opportunities in new markets to improve profit margins.
Education
Skills Certificate - Occupationaly healthy and safety
Oxbridge Academy
06.2015 - 06.2016
Certificate - Computer literature
Silulo ulutho Technologies
06.2013 - 12.2013
Grade 12 - Academic studies
Elukhanyisweni College
01.2011 - 12.2011
Skills
Administrative support
Complaint resolution
Process and procedure development
Service standard compliance
Business development expertise
Problem-Solving
Teamwork and Collaboration
Analytical and Critical Thinking
Certification
Lean Six Sigma Yellow Belt Certified
Timeline
Lean Six Sigma Yellow Belt Certified
06-2024
Customer Service Team Leader
Teleperformance SA
06.2023 - Current
Team Leader
Teleperformance
07.2022 - 06.2023
Operations Administrator
Teleperformance
11.2021 - 07.2022
Acting Operations Duty Manager
Sun International
01.2021 - 08.2021
Skills Certificate - Occupationaly healthy and safety
Oxbridge Academy
06.2015 - 06.2016
Food and Beverage Supervisor
Sun International
05.2015 - 12.2020
Waitressing
Sun International
04.2014 - 05.2014
Sales Representative
Studio88
06.2013 - 01.2014
Certificate - Computer literature
Silulo ulutho Technologies
06.2013 - 12.2013
Grade 12 - Academic studies
Elukhanyisweni College
01.2011 - 12.2011
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