Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic
Sibeso Lwendo Kaoma

Sibeso Lwendo Kaoma

Johannesburg

Summary

Compassionate and dedicated caregiver with over 200 hours of hands-on experience and CPD-accredited certifications in BLS, infection control, psychiatric care, and public health. Skilled in delivering empathetic, person-centered support across home and clinical settings. Complemented by 10+ years of success in customer service, account management, and business operations, including leading digital innovation projects and managing multi-regional client portfolios. A unique blend of clinical and corporate expertise enables me to thrive in roles that value care, efficiency, and impactful results.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Caregiver

Ann Harding Cheshire Home
01.2025 - Current
  • Personal Care Assistance assisted residents with daily living activities, including bathing, dressing, grooming, and toileting with dignity and respect.
  • Mobility and Transfer support safely uses wheelchairs, hoists, and other assistive devices to support residents with limited mobility.
  • Medication Support observed and reported changes in health status; assisted with basic medication reminders under supervision.
  • Infection Control applied hygiene and infection prevention protocols in compliance with healthcare facility standards.
  • Feeding and Nutrition Monitoring assisted with feeding and monitored dietary intake, hydration, and special diet plans.
  • Emotional and Social Support provided companionship and created a supportive, nurturing environment for residents.
  • Basic Vital Sign Monitoring observed and documented changes in residents’ conditions, including basic vital signs when required.
  • Record Keeping maintained accurate logs of care activities, changes in condition, and incident reports.
  • Collaboration with Healthcare Teams worked closely with nurses, physiotherapists, and other staff to deliver coordinated care.
  • Compassionate Communication practices active listening, patience, and sensitivity when engaging with residents and their families.

Business Unit Head

PLP Group
01.2020 - Current
  • Established daily priorities and communicated targets, driving teams to achieve objectives.
  • Delegated tasks and adapt to changing workloads, ensuring efficient operations.
  • Maintained fair and balanced workload distribution to meet goals while preserving high levels of job satisfaction.
  • Ensured smooth business operations by aligning staff responsibilities with capabilities.
  • Fostered positive customer relations by proactively addressing issues and implementing effective corrective actions.
  • Managed a team of 22 individuals, including two team leads and one manager, across two shifts (four days in, four days out) with a BPO account on client premises.
  • Oversaw operations for the first banking super app in South Africa, Nedbank's Avo Supershop e-commerce platform.
  • Managed client relationships and provided operational oversight for the team.
  • Achieved overall call SLA of 96% for the team.

Junior Account Manager

PLP Group
01.2018 - 12.2019
  • Delivered a high level of service to clients to maintain and extend relationships for future business opportunities.
  • Handled customer concerns and complaints to resolve issues and build loyalty.
  • Negotiated contract terms by leveraging industry knowledge and thoroughly understanding client needs.
  • Coordinated with the marketing department to create targeted campaigns for specific accounts, driving engagement and sales growth.
  • Generated KPI reports to illustrate overall performance.
  • Nurtured client relationships by scheduling on-site visits or off-site meetings to address account needs.
  • Managed relationships with clients with EVP (Employee Value Proposition) and CVP (Customer Value Proposition).
  • Oversaw white-label builds of customer CI on the Hey Jude app (https://heyjudeapp.com/) for CVP and EVP clients.
  • Hey Jude: the first AI and human app in Africa, available 24/7/365 to assist with any needs within a 24-hour SLA or less.
  • Project-managed integrations within internal and external technical teams.
  • Conducted internal testing across platforms to ensure stability.

Call Centre Service Agent

PLP Group
01.2014 - 12.2017
  • Resolved customer queries with a focus on first-call resolution, achieving a 92% resolution rate on the first interaction.
  • Maintained up-to-date knowledge of services, ensuring accurate, informed customer advice, contributing to a 95% customer satisfaction score.
  • Built positive rapport with customers, leading to 15% improvement in customer retention and loyalty over 6 months.
  • Asked probing questions to uncover customer needs, resulting in 20% increase in upselling or cross-selling opportunities.
  • Actioned customer feedback, resulting in 5 key service improvements or process changes within the contact centre.
  • Prepared and distributed letters, information sheets, and order documentation, ensuring 100% accuracy in fulfilment and on-time delivery.
  • Documented all customer interactions in Telesave (CRM system), improving future interaction efficiency by 25% through accurate record-keeping.

Store Assistant

Sanaco
01.2012 - 12.2013
  • Guided customers to locate products or alternative items, resulting in an 85% increase in customer satisfaction and repeat visits.
  • Covered extra shifts and maintained a flexible schedule, contributing to a 70% increase in overall store sales and ensuring store goals were consistently met.
  • Replenished floor stock and processed deliveries promptly, improving product availability by 20% and reducing out-of-stock items.
  • Stock check and proactively between serving customers, reducing checkout wait times by 30% and maintaining an efficient shopping environment.
  • Worked energetically during peak trading hours, helping the team manage a 70% increase in foot traffic during busy periods.
  • Resolved customer complaints and process issues with proactive problem-solving skills, achieving a 95% customer satisfaction rate in feedback surveys.
  • Accepted card and cash payments in the (Point of Sale) POS register system, handling an average of R5,000 daily transactions with zero discrepancies.

Education

Certificate - Caregiving & Nurses Assistant

Firstclass Caregiving
03-2025

Certificate of Higher Education - Human Resources

Damelin
12.2022

Certificate of Higher Education - Project Management (PM4)

NPI
12.2022

Skills

  • Client Care & Support
  • Communication & Compassion
  • Professionalism & Ethics
  • Efficiency & Organization
  • Leadership & Team Collaboration
  • Client engagement and oversight

Languages

English
Fluent
French
Beginner

Certification

  • First Aid Certification
  • Project Management Professional (PMP4)
  • Leadership Management Certification Kwelanga Skills and development 2022

Timeline

Caregiver

Ann Harding Cheshire Home
01.2025 - Current

Business Unit Head

PLP Group
01.2020 - Current

Junior Account Manager

PLP Group
01.2018 - 12.2019

Call Centre Service Agent

PLP Group
01.2014 - 12.2017

Store Assistant

Sanaco
01.2012 - 12.2013

Certificate - Caregiving & Nurses Assistant

Firstclass Caregiving

Certificate of Higher Education - Human Resources

Damelin

Certificate of Higher Education - Project Management (PM4)

NPI

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Sibeso Lwendo Kaoma