Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Personal Information
References
Timeline
Generic
Saleh Museka Landry

Saleh Museka Landry

Customer Representative Team Leader
Durban

Summary

I am a passionate and hardworking individual who is committed to providing a high quality service. I pride myself on performing each task to the highest possible standard and I thoroughly enjoy setting challenges for myself to achieve. I have good communication and editing skills and am highly adaptable. My experience has allowed me to develop excellent interpersonal communication skills with a diverse range of people and I therefore thrive in team settings. Through my work experience, I have also been able to improve my skills. I believe my integrity, strong work ethic and eagerness to learn would be a valuable asset to your company.

Overview

11
11
years of professional experience
3
3
Certifications
2
2
Language
1
1

Leadership skills and team Management

Work History

AV /Audio Senior Technician (Supervisor)

IVTM / Cape Town
08.2017 - 01.2020
  • Responsible for helping the team members with the technical aspects of their jobs (Install audiovisual equipment including display devices, projectors, televisions)
  • Explain the projects to the team and troubleshoot any problems that occur
  • Provide excellent services to meet client expectations
  • Monitor Performance or equipment transportation activities in safe and secure manner.

Customer Service Representative

AIRTEL CONGO (TELECOMMUNICATION)
03.2013 - 02.2014
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted in the development of new sales strategies, resulting in increased conversion rates among potential buyers.
  • Supported team members during peak periods by sharing workload and providing guidance when needed.

Team Leader

CapabilityBPO / Instacart T2
10.2023 - Current
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.

Team Leader

Capability BPO / Instacart French
02.2021 - 10.2023
  • Work closely with the team, motivating and coaching them
  • Taking supervisors calls and chats
  • Hosting one to one and team meetings
  • Keeping up to date with business development and new product lines
  • Reporting to the Customer Service Manager
  • Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLA
  • Ensure that attendance, AHT, Transfer, and all KPI's targets are achieved
  • Support the Operations Manager to highlight operational risks and areas for improvement
  • Lead and inspire agents to deliver excellent levels of individual/team performance and customer satisfaction
  • Deliver business targets and objectives and create a performance oriented culture
  • Keep up to date with any process changes and relaying this knowledge back to the team
  • Escalate any appropriate problems to senior management
  • Support the Senior Manager to highlight operational risks and areas for improvement.

Customer Representative

Capability BPO / Groupon France
07.2020 - 02.2021
  • Provided customer phone and email support for Groupon customers
  • Assisted customers with purchase inquiries, payment issues, order cancellations and other related customer concerns
  • Answered customer inquiries in a timely, professional and knowledgeable manner
  • Monitored customer service forum and answered customer inquiries
  • Generated customer satisfaction reports and provided feedback on customer complaints
  • Resolved customer service issues in a timely manner
  • Maintained updated and organized files on customers
  • Created a positive customer experience by offering an in-depth explanation of product features and benefits, and by proactive helpfulness
  • Provide effective follow-up and follow-through to ensure customer satisfaction
  • Consistently met quotas based on customer service level expectations
  • Identified opportunities to maximize customer loyalty and satisfaction.

Education

BA Degree in Industrial Electronic -

University Of Lubumbashi (E.S.I)

Matric - undefined

High School of Miba (ESGTK- DRC)

Skills

  • Highly effective leadership skills

    • undefined

    Accomplishments

    • Managed multiple operations by overseeing a team of 7-8 technicians to set up, operate, and successfully complete production.
    • Played a key role in boosting Groupon French CSAT performance by actively participating in the DSAT Scrubber's Team.
    • Established the Instacart French team from the ground up and transformed them into the top-performing team in the company.
    • Contributed to enhancing T2 performance.

    Certification

    Leadership skills and team Management

    Personal Information

    • Date of Birth: 07/20/86
    • Gender: Male
    • Nationality: Congolese
    • Marital Status: Married

    References

    • Capability BPO ( Groupon), Sibonelo Mvubu, Operation Manager, +2767 004 8885
    • IVTM ( Gear House), Gideon, Manager, +27 82 343 9988
    • Airtel Congo, Mr. Constant, Manager, +234 99006 4640

    Timeline

    Operation Management

    12-2024

    Leadership skills and team Management

    02-2024

    Team Leader

    CapabilityBPO / Instacart T2
    10.2023 - Current

    Introduction to Supervision

    01-2023

    Team Leader

    Capability BPO / Instacart French
    02.2021 - 10.2023

    Customer Representative

    Capability BPO / Groupon France
    07.2020 - 02.2021

    AV /Audio Senior Technician (Supervisor)

    IVTM / Cape Town
    08.2017 - 01.2020

    Customer Service Representative

    AIRTEL CONGO (TELECOMMUNICATION)
    03.2013 - 02.2014

    BA Degree in Industrial Electronic -

    University Of Lubumbashi (E.S.I)

    Matric - undefined

    High School of Miba (ESGTK- DRC)

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    Saleh Museka LandryCustomer Representative Team Leader