Sibeso Lwendo Kaoma
Johannesburg
Summary
Results-oriented professional with strong leadership, business acumen, and a proven ability to drive performance across diverse teams. Experienced in managing daily operations, optimizing productivity, and meeting deadlines. Skilled at implementing actionable improvements to achieve goals and foster high-performing teams.
As an Account Manager, I have successfully managed key client relationships across Zambia, Namibia, Botswana, Tanzania, South Africa, Lesotho, Nigeria, and Mauritius, working with major clients like MTN, Bank Windhoek, Stanbic Bank Zambia, Airtel Tanzania, and Mauritius Commercial Bank. With a strong background in BPO management and customer service, I bring extensive experience from call center operations to senior management, ensuring seamless client delivery and service excellence.
My expertise includes customer value programs, employee value programs, and market analysis, enabling me to deliver tailored solutions that drive business growth, enhance client satisfaction, and support a motivated and engaged workforce.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Business Unit Head
PLP Group
01.2020 - Current
- Set daily priorities and communicated targets, motivating teams to achieve them.
- Delegated tasks and reacted to changing workloads to maintain efficient operations.
- Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Managed a team of 22. people including 2 team leads and 1 manager with 2 shifts (four days in, four days out) on a BPO account a client premises
- Manged the first banking super app in South Africa Nedbanks e-commerce app Avo Supershop
- I manage the client relationship and the operationally check on the team
- Team had an overall call SLA of 96%
Junior Account Manager
PLP Group
01.2018 - 12.2019
- Delivered 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 favorable contract terms by leveraging industry knowledge and understanding client needs thoroughly.
- Coordinated with marketing department to create targeted campaigns for specific accounts, driving engagement and sales growth.
- Generated KPI reports to illustrate overall performance.
- Nurtured client relationships, scheduling on-site visits or off-site meetings to touch base on account needs.
- All clients were either EVP (Employee Value Proposition) or CVP (Customer Value Proposition) clients in which I managed the client relationships
- The CVP and EVP required white label builds of their customer CI on the Hey Jude app (https://heyjudeapp.com/). Hey Jude is the first AI and human app in Africa that is available 24/7/365 to assist with anything and everything within a 24 hour SLA or less
- My duties were to project manager all integrations within internal and external technical teams as well as ru internal testing across the platforms for stability
Call centre service agent
PLP Group
01.2014 - 12.2017
- Handled customer queries focused on first-call resolution.
- Maintained accurate knowledge of current services to provide informative customer advice.
- Built positive customer rapport through friendly, professional communication.
- Asked probing questions of clients to understand needs and identify actionable requirements.
- Actioned customer feedback to enhance contact centre service provisions.
- Prepared letters, information sheets and order documentation and distributed to clients.
- Documented customer contacts Telesave (CRM system) for use in further interactions or actions.
Store assistant
Sanaco
01.2012 - 12.2013
- Guided customers to locate products or alternative items.
- Covered extra shifts and maintained flexible schedule to achieve store goals.
- Replenished floor stock and processed deliveries promptly, maximising product availability for customers.
- Organised stock and checkout area proactively between serving customers to maintain orderly shop floor.
- Worked energetically to maintain efficient operations during peak trading hours.
- Resolved customer complaints and process issues with proactive problem-solving skills.
- Accepted card, cash and cheque payments in POS register system.
Education
Certificate of Higher Education - Human Resources
Damelin
Certificate of Higher Education - Project Management (PM4)
NPI
Skills
- Customer Service
- Leadership skills
- Team Leadership
- Client account management
- Strategic Planning
- Sales expertise
- Project scheduling
- Employee management
- Conflict Resolution
- Order processing
- Project Management
- Staff training
- Department management
- Strategic research
- Operations management
- Cross-functional team coordination
- Organizational development
- Human resources management
Languages
English
Fluent
French
Beginner
Certification
- First Aid Certification
- Project Management Professional (PMP4)
- Leadership Management Certification Kwelanga Skills and development 2022
Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteHybridImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
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 of Higher Education - Project Management (PM4)
NPI
Certificate of Higher Education - Human Resources
Damelin
Quote
You only have to do a few things right in your life so long as you don’t do too many things wrong.
Warren Buffett
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