Sabelo Makhoba
Customer Service Team Leader
Johannesburg South
Summary
Experienced Team Leader with a strong background in call center operations, customer service, and performance management. Skilled in motivating teams, driving targets, and maintaining high service standards in fast-paced environments. Proven ability to build trust, develop staff, and support continuous improvement. Experienced in leading and supporting remote teams effectively
Overview
6
6
years of professional experience
1
1
Language
1
1
Certificate
Work History
Team Leader
Afrizan ( MultiChoice )
11.2025 - Current
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Have Coaching's and Performance Feedback Sessions
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Team Leader
Quantanite (Stanley Campaign)
08.2025 - 10.2025
- Led and motivated a remote team to meet performance targets
- Handled escalations and queries within SLA via phone, email, and virtual channels
- Monitored call quality and performance trends remotely
- Conducted virtual team meetings and one-on-one coaching sessions
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Team Leader
Quantanite ( WCAD Customer Service 2025 Season)
03.2025 - 08.2025
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Team Leader
Quantanite (WCAD Customer Service)
03.2024 - 08.2024
- Shared daily performance stats and coached team members
- Managed schedules and team availability for remote operations
- Collaborated with Quality team on root cause analysis using virtual tools
- Reported team performance to management via Micro Soft Teams communication channels
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Customer Service Representative & Subject Matter Expert
Quantanite (DoorDash)
08.2022 - 02.2024
- Escalated and logged cases using remote ticketing systems
- Guided new merchants through virtual onboarding
- Provided SLA updates and supported agents remotely
- Monitored calls and shared trends with management online
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Call Center Specialist
Surgo
05.2022 - 07.2022
- Resolved customer tickets via Zendesk and email
- Handled high ticket volumes while maintaining First Call Resolution remotely
- Remote
- Assisted customers by answering questions and responding to inquiries.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Handling of Chats and Tickets
Call Center Agent
Merchants Cell C
04.2020 - 07.2021
- Handled customer queries via phone and email
- Achieved high QA scores and FCR in a remote setup
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
Education
No Degree - RE5
Moonstone
Johannesburg, South Africa 04.2001 -
National Senior Certificate - Matric Grade 12
St Martin De Porres High School
Johannesburg, South Africa01.2001
Skills
Strong verbal and written communication
Remote team leadership & coaching
Performance monitoring & SLA management
Team supervision
Problem-solving
Mentoring
Teamwork and collaboration
Work planning
Team motivation
Accomplishments
Top performing team leader Month: Jan 2025, April 2025, May 2025, June 2025 & July 2025
Timeline
Team Leader
Afrizan ( MultiChoice )
11.2025 - Current
Team Leader
Quantanite (Stanley Campaign)
08.2025 - 10.2025
Team Leader
Quantanite ( WCAD Customer Service 2025 Season)
03.2025 - 08.2025
Team Leader
Quantanite (WCAD Customer Service)
03.2024 - 08.2024
Customer Service Representative & Subject Matter Expert
Quantanite (DoorDash)
08.2022 - 02.2024
Call Center Specialist
Surgo
05.2022 - 07.2022
RE5
12-2021
Call Center Agent
Merchants Cell C
04.2020 - 07.2021
No Degree - RE5
Moonstone
04.2001 -
National Senior Certificate - Matric Grade 12
St Martin De Porres High School
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
References
Mavren
Quantanite
Operations Director
+27 76 090 4147
Tshedza Ramavhale
Quantanite
Call Center Manager
+27 (76) 212-1677
Thoriso Sibisi
Surgo
thoriso@surgo.co.za
064 617 5412
Benson Makumire
Quantanite
084 9293894