Princess Nokubonga Tembe
Contact Centre Team Leader
Johannesburg
Summary
Contact Center Leader with demonstrated expertise in managing high-performing teams and driving customer satisfaction. Skilled in conflict resolution, process improvement, and performance management. Known for fostering collaborative environment and adapting to evolving demands. Consistently delivers results through strategic planning and effective communication.
Overview
14
14
years of professional experience
Work History
Contact Center Team Leader
Sunbet
06.2024 - Current
- Boosted team morale and productivity with motivational techniques and clear communication of expectations.
- Collaborated cross-functionally with other departments to develop integrated solutions for client needs.
- Ensured quality service delivery by monitoring calls, providing feedback, and addressing areas for improvement.
- Resolved escalated customer complaints swiftly, demonstrating empathy towards customers'' concerns while finding mutually agreeable solutions.
- Analyzed performance metrics to identify trends and areas for improvement within the contact center operations.
- Conducted regular performance evaluations of team members to provide constructive feedback on strengths and opportunities for growth.
- Set performance targets for team members, holding them accountable for meeting goals and celebrating successes together.
Customer Service Team Leader
BoyleSports
06.2022 - 05.2024
- Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction
- Create better modes of operations to make customer service easier for both team members and customers
- Make provision for a change of mode of operation when the existing one isn’t yielding maximum results
- Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes
- Observe performance of team members to identify their strengths and weaknesses and decide to strengthen their lose ends
- Aid team members who are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching
- Ensure that all equipment and appliances needed by the customer team members are available and in good condition to enable smooth flow of operations and customer satisfactions.
- Step in to attend to customers that are proving difficult to team members and resolve their complaints
- Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor
- Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
- Serve as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work
Public Relations Intern
Vodacom
01.2020 - 12.2021
- Provide assistance with the execution of company’s strategy.
- Provide strategic input and feedback on marketing initiatives.
- Suggest innovative ideas for engaging content.
- Build long-term relationships with all relevant stakeholders.
- Assist in the management of content across social media platforms and websites.
- Provide assistance in scheduling and coordinating of different events.
- Conduct research and perform market analysis.
- Complete administrative duties.
Social Media Intern
Marshall’s World of Sports
01.2018 - 10.2019
- Execute a results-driven social media strategy.
- Develop and curate engaging content for social media platforms.
- Assist in the creation and editing of written, video, and photo content.
- Attend events and produce live social media content.
- Maintain unified brand voice across different social media channels.
- Collaborate with marketing team to create a social media calendar.
- Monitor social media channels for industry trends.
- Interact with users and respond to social media messages, inquiries, and comments.
Customer Service Supervisor
Marshall’s World of Sports
01.2015 - 12.2017
- Monitor all activities within the organization and ensure that the employees are goal driven.
- Maintain excellent communication within the staff and clients
- Provide excellent problem-solving solutions.
- Ensure efficiency and timeously response to client queries constantly.
- Communicate with relevant stakeholders telephonically and electronically (emails)
- Supervise and provide technical assistance to the employees to achieve the organizational goal, maintain and uphold the standard of the organization and ensure clear and accurate information is readily available.
- Inform and educate clients about the organization’s products and services
- Processing betting claims and all related transactions confirming validity of clients information with relevant stakeholders
- Developing and maintaining a sustainable reliable filling system, ensuring that a high level of customer service is adhered to, and the service standards are not compromised.
Inbound Customer Service Agent
Marshall’s World of Sports
01.2012 - 12.2014
- Answering Inbound Calls
- Handling Customer complaints.
- Making Outbound calls
- Following up on customer calls.
- Managing and updating customer databases
- Taking bets for customers on the system
- Check if FICA documents are up to date.
- Complete administrative duties.
Education
Diploma - Public Relations and Communication
Durban University of Technology
01.2019
Certificate - Digital Marketing
Coventry University
Online 04.2001 -
Certificate - Project Management
Project Management
Online 04.2001 -
Skills
- Written and Verbal Communication
- Creativity
- Customer Care
- Writing
- Attention to detail
- Teamwork
- Strong leadership
- Reporting skills
- Staff motivation
- Schedule coordination
- Calm and professional under pressure
- Multitasking Abilities
- Data entry
References
- Shannon, Kelly, Manager, 067 979632, Boylesports
- Lubabalo Mqana ,Manager ,069 233 7004 ,Sunbet
- Shantal Govender , Manager ,073 986 3283 , Marshall's World of Sport
- Ntokozo Mkhize ,Supervisor ,083 750 4683 ,Vodacom
Timeline
Contact Center Team Leader
Sunbet
06.2024 - Current
Customer Service Team Leader
BoyleSports
06.2022 - 05.2024
Public Relations Intern
Vodacom
01.2020 - 12.2021
Social Media Intern
Marshall’s World of Sports
01.2018 - 10.2019
Customer Service Supervisor
Marshall’s World of Sports
01.2015 - 12.2017
Inbound Customer Service Agent
Marshall’s World of Sports
01.2012 - 12.2014
Certificate - Digital Marketing
Coventry University
04.2001 -
Certificate - Project Management
Project Management
04.2001 -
Diploma - Public Relations and Communication
Durban University of Technology
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