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
18
18
years of professional experience
2004
2004
years of post-secondary education
Work History
Night Shift Team Leader – US Operations BPO
PLP Group
02.2025 - Current
- 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
- Implement and measure Quality Assurance standard.
Supervisor
Vodasure Feild Sales
10.2024 - 12.2024
- 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.
- Help HR with recruitment
- Conduct regular sales meetings to assess company progress
Supervisor
Clientele Limited
10.2023 - 09.2024
- Supervise a team of 12 - 14 employees.
- 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.
- Foster team growth and recognize talent.
- Ensure service standards are upheld.
- Manage necessary administrative tasks.
- 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.
Client Service Consultant (Email, Live Chat and Calls)
Clientele Limited
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 (Encashments and life claims) 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 organisation.
- 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 organisation.
- I am also bilingual speaking English, Zulu and Sotho.
Manager
Ayam Mobi Spa
11.2017 - 01.2018
- Managing the sales team
- Achieving sales targets.
- Designing and implementing a strategic sales plan that expands company's customer needs and ensure its strong presence.
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.
Team Leader
Aegis Virgin Mobile
01.2010 - 09.2013
- 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).
Inbound Consultant
Quest MTN Banking
10.2007 - 10.2008
- Serve as the first point of contact for customer and injured workers, delivery excellent customer service.
- Answering inbound phone calls, identify and resolve caller needs and provide information.
Cashier
Stationery and Art World
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.
Education
National Senior Certificate -
Boksburg High School
Call Centre Management
Graduate Institute Of Financial Science
Johannesburg, South Africa08-2024
Skills
Training and coaching
Employee development
Positive attitude
Problem-solving
Team leadership
Operations management
Complaint resolution
Client service
Verbal and written communication
Accomplishments
- Runner up for best new comer in the company 2018 (Award)
- Working with Assistance Manager helping with Quality and Compliance 2020
- Best Consultant in the team 10 months consecutive 2019
Timeline
Night Shift Team Leader – US Operations BPO
PLP Group
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
Manager
Ayam Mobi Spa
11.2017 - 01.2018
Sales Advisor
Outsurance
03.2013 - 11.2017
Team Leader
Aegis Virgin Mobile
01.2010 - 09.2013
Inbound Consultant
Quest MTN Banking
10.2007 - 10.2008
Cashier
Stationery and Art World
02.2007 - 09.2007
National Senior Certificate -
Boksburg High School
Call Centre Management
Graduate Institute Of Financial Science