SARAH NOMSA MALEKA
Team Leader
Johannesburg
Summary
Professional team leader with extensive experience in managing shift operations and optimizing team performance. Known for strong focus on teamwork and achieving results, consistently ensuring reliable collaboration and adaptability to changing needs. Skilled in conflict resolution and operational efficiency.
Overview
19
19
years of professional experience
Work History
Night Shift Team Leader –US Operations BPO CareCar
PLP Group- American Campaign
Randburg, South Africa
02.2025 - Current
- Supervising a team of 32 Service Consultants within a high-paced service environment.
- Train new employees on company policies, procedures, and best practices for optimal performance.
- Mentored team members, fostering growth and development within the workplace.
- Lead a team of employees to ensure smooth operations during assigned shifts.
- Collaborated with management to establish goals and objectives for the shift team.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Conducted regular reviews of operations and identified areas for improvement.
- Manage overall operations and performance of the call Centre team
- Create and drive a positive and high performing culture with a key focus on SLA's ans KPI's
- Analyze and maintain all Service Level agreement.
- Coach and develop employees through continuous performance improvement plans implementation of best practices.
- Effective resource planing and management, based on workforce planning.
- Set key performance indicators for agents and review agent performance according to KPI;s
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Facilitated open communication among team members, promoting a cohesive working environment.
- Reduced employee turnover by creating a supportive and positive work atmosphere.
Supervisor
Vodasure Feild Sales
Johannesburg, South Africa
10.2024 - 12.2024
- Managed a team of 10 Service Consultants to ensure high service standards
- Set individual sales targets and develop sales plans to meet these goals
- Monitoring the team sales performance and report metrics
- Monitoring competition by gathering current marketplace information on pricing, produce new products, delivery and schedules
- Coach and mentor sales team members to improve their skills and knowledge.
- Conduct regular sales meetings to assess company progress
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
Supervisor
Clientele Limited
Morningside, South Africa
10.2023 - 09.2024
- Oversaw the operations and performance of 15 Service Consultants.
- Guide, train, and inspire a group of Call Centre representatives to achieve excellence in performance and customer service.
- Oversee the performance evaluation and improvement of team members.
- Identify and address quality issues by responding to trends.
- Conduct call assessments and resolve escalated situations.
- Establish rapport with internal stakeholders to meet goals.
- Cultivate relationships with external partners to fulfill objectives.
- Demonstrate ability to handle multiple tasks and meet daily deadlines.
- Lead the team to achieve results and implement solutions.
- Effectively utilize incentive resources.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
Client Service Consultant (Email, Live Chat and Calls)
Clientele Limited
Morningside, South Africa
02.2018 - 01.2023
- Respond in a friendly, supportive, helpful and timely manner to all clients who contact the NCC via telephone, email and whatsapp
- Provide clients with accurate, relevant and useful information
- Resolve all queries at the first point of contact.
- Update all records and contact history and ensure data accuracy and integrity.
- Achieve departmental goals and KPIs.
- Claim intimating and provide feedback on claim status.
- Identifying fraudulent transactions and reporting of irregularities.
- Logging Complaints on CER
- Resolving billing queries
- Retaining Clients.
- I am a flexible and a reliable individual with excellent Interpersonal Skills.
- I am enthusiastic, self-motivated, responsible and hard working.
- My desire is to continuously acquire knowledge, skills which will help me build a long term career in this organization.
- This position will enable me to utilize the skills that I have gained and also allow me to grow in understanding new concepts.
- Given this opportunity I will exceed my potential and go above and beyond for the organization.
- Delivered exceptional customer service by consistently exceeding expectations in responsiveness and problem-solving capabilities.
Mobi Spa Manager
Ayam Mobi Spa Beauty Industry
Johannesburg, South Africa
11.2017 - 01.2018
- Was responsible for the development and success of a 10 member Sales Reps.
- Achieving sales targets.
- Designing and implementing a strategic sales plan that expands company's customer needs and ensure its strong presence.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
Sales Advisor
Outsurance
03.2013 - 11.2017
- Managing large amounts of inbound and outbound calls in a timely manner.
- Following call centre 'scripts' when handling different topics.
- Identifying customer's needs, clarify information, research every issue and provide solution.
- Seize opportunities to upsell products when they arise.
- Build sustainable relationship and engage customer by taking the extra mile.
- Meet personal/team qualitative and quantitative target.
- Collaborated with team members to achieve monthly sales goals and improve overall performance.
- Assisted customers with after-sales support, resolving issues quickly and maintaining high satisfaction levels.
- Created customized solutions for clients'' unique needs, resulting in enhanced customer loyalty.
- Increased sales by establishing rapport with customers and identifying their needs.
Team Leader
Aegis Virgin Mobile- UK Campaign
Woodmead, South Africa
01.2010 - 09.2013
- Supervised 15 Service Consultants in a fast-paced service environment.
- Ensure individual advisors are performing against targets.
- Reviewing their performance.
- Coaching (provide instructions and guidance to a group of individuals, for the purpose of achieving a certain goal).
- 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.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- 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.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Inbound Consultant
Quest MTN Banking- Merchants SA
Johannesburg, South Africa
10.2007 - 10.2008
- .
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Cashier
Stationery and Art World
Johannesburg, South Africa
02.2007 - 09.2007
- Receive payments by cash, credit cards, vouchers or automatic debits.
- Issue receipts, refunds, credits or change due to customers.
- Count money in cash drawers at the beginning of the shift to ensure that amounts are correct and that there is adequate change.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Welcomed customers and helped determine their needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
Education
Certificate - Call Centre Management
Graduate Institute Of Financial Science
Johannesburg, South Africa08-2024
High School Diploma -
Boksburg High School
Johannesburg, South Africa11-2006
Skills
Customer service focus
Team motivation
Technical aptitude
Staff scheduling
Training and coaching
Employee development
Positive attitude
Problem-solving
Accomplishments
- Runner up for best new comer in the company 2018 (Awards)
Timeline
Night Shift Team Leader –US Operations BPO CareCar
PLP Group- American Campaign
02.2025 - Current
Supervisor
Vodasure Feild Sales
10.2024 - 12.2024
Supervisor
Clientele Limited
10.2023 - 09.2024
Client Service Consultant (Email, Live Chat and Calls)
Clientele Limited
02.2018 - 01.2023
Mobi Spa Manager
Ayam Mobi Spa Beauty Industry
11.2017 - 01.2018
Sales Advisor
Outsurance
03.2013 - 11.2017
Team Leader
Aegis Virgin Mobile- UK Campaign
01.2010 - 09.2013
Inbound Consultant
Quest MTN Banking- Merchants SA
10.2007 - 10.2008
Cashier
Stationery and Art World
02.2007 - 09.2007
Certificate - Call Centre Management
Graduate Institute Of Financial Science
High School Diploma -
Boksburg High School