Siphokazi Peete
Team leader
Milnerton,WC
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
16
16
years of professional experience
8
8
years of post-secondary education
Work History
HP Escalated Client Relationship Managers TL
Discovery Health
06.2024 - Current
- Analyzed provider feedback to identify areas for improvement and implemented changes accordingly.
- Developed strong rapport with providers and relevant stakeholder through consistent follow-up and attention to detail.
- Recommended new processes and maintained solutions-oriented problem-solving for long-term client relationships.
- Collaborated with internal teams to resolve provider issues quickly and efficiently.
- Lead change management and implementation
- Propose changes to processes, products and systems and provide feedback recommendations for improvement
- Serve as the expert on escalated queries within the HP team, mitigating risk and enhancing efficiencies.
- Collaborate in identifying process gaps and develop recommendations to address them, subsequently updating Pinpoint content and one-pagers to accurately reflect benefits and changes
Senior Team Leader
Discovery Health
10.2023 - 06.2024
- Designed and implemented a comprehensive guide outlining TL responsibilities, including ticket logging and setup procedures.
- Developed and executed a structured onboarding program for new TLs, focusing on: - Team integration and group formation
- Daily team meetings to establish tone and expectations - Weekly individual coaching sessions to discuss team performance and goals
- Sit-in coaching sessions with TLs and agents to demonstrate effective coaching techniques
- Feedback and evaluation of TL coaching sessions
- Provided ongoing support and guidance for TLs, including: - Addressing job-related questions and concerns.
- Monthly growth coaching sessions for consolidated feedback
- Administrative task assistance (e.g., logging CA's, call audits, absenteeism management).
- Tool training (e.g., CC Pulse, WFM)
- Time Management coaching and strategy development
- Facilitated team meetings for challenging conversations and assisted with: - Buzz sessions
- Training facilitation - IQS audits and expectation setting
HP Team Leader
Discovery Health
03.2020 - 09.2023
- 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.
- Devised and implemented processes and procedures to streamline operations.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Implemented comprehensive reporting system to track team performance and identify areas for improvement.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluated customer needs and feedback to drive product and service improvements.
- Monitoring and analyzing statistical reports and taking relevant action
- Assists with the recruitment process
- Dealing with escalated queries
Inhouse Team Leader
Discovery Health
1 2018 - 02.2020
- Performance Management, coaching and developing team
- Evaluated customer needs and feedback to drive product and service improvements.
- Drive staff to achieve required targets and accountable for teams overall KPI targets
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Assisting with interviews & Role plays
- Dealing with elevated queries/problems with clients and internal stakeholders
- Ensuring continual communication between management and staff
- Adhere to and enforce internal policies
- Inspire, motivate and support team.
- 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.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Streamlined internal processes, reducing project completion times and increasing overall efficiency.
- Coordinated cross-departmental meetings to streamline project execution, fostering collaborative work environment.
- Developed and executed training programs that significantly improved team skills and morale.
2IC
Discovery Health
01.2017 - 09.2017
- To assist Team leader and to be a stand in when TL is not available
- Assist in daily buzz and one on one coaching sessions to motivate staff to improve performance and meet targets
- Submit regular reports to management and seek new ideas and strategies to improve performance at the call center
- Monitor calls to ensure that procedures and quality standards are strictly adhered to
- Facilitate and organize training session for all agents
Health Provider Consultant
Discovery Health
10.2015 - 01.2016
- To take inbound calls, assist doctors and Health providers with members queries and ensure resolutions or refer them to the appropriate area for resolution
- Keeping client up-to-date with their queries
- Ensuring excellent quality service to all members
- Completing administrative and repetitive tasks
- Keeping accurate detailed stats of all queries/correspondence and reporting on it on a weekly basis
- Logging of all queries and routing all enquiries to correct departments
- Working on Discovery systems
- Keep up-to-date with policy and product changes
- Assisting with written correspondence where necessary
- Assist with claims queries and benefit confirmation for health providers
- Applying logic in all circumstances.
Manager’s assistant
The Kuyasa fund
01.2013 - 11.2013
- Assist with recruitment at call centre
- Arrange job postings at call centre
- Log and distribute resumes
- Liaise with candidates
- Schedule interview
- Assemble new hire packets
- Input employee data and maintain employee files
- Organize new employee orientations
- Coordinate training and development activities for employees
- Respond to employee inquiries about human resources issues
- Assist with employee events such as call-centre functions, including but no limited to organizing drinks and gifts
- Handle other essential tasks under the instructions of the Manager
- Responsible for reconciliation of extra days worked by agents and stuff transport used.
Call center Team Leader
The Kuyasa fund
11.2011 - 01.2013
- Responsible for improving the team and facilitating the communication among the members of team
- Perform the tasks of monitoring, organizing, and coaching team on a daily basis
- Handle responsibilities of communicating the company's purpose, core values, vision to the front employees
- Identify new ways to increase the opportunities of service
- Handle escalated calls, complaints, questions, and queries, as required
- Perform the tasks of conducting training sessions of new joiners.
Customer care agent
Vodacom
07.2010 - 06.2011
- Answer account related queries and requests from customer
- Promote products, selling and activating value added services
- Process all requests in line with operational procedures in the department
- Escalate queries to relevant departments.
Junior Designer Assistant
Greg Gie Designs
05.2008 - 03.2010
- Responsible with design packaging which includes: Floor plans and elevations (Autocad)
- Responsible with branding for other companies
- Responsible with design presentation which includes: 3d modelling and Renderings with Sketchup and Atlantis.
Telemarketer
Telesurf
1 2006
- Duties: Finding prospective clients interested in the company’s services
- Calling and making sure clients needs and expectations are met
- Gained: Interpersonal skills
- Able to work within a team.
Call centre agent
Anthony Richards and Associates
01.2005
- Duties: Calling consumers with debts and encouraging them to settle their debts
- Recording and reporting daily with consumer’s progress
- Gained: How to work and communicate with different people
- Gained knowledge on how to work under pressure.
Waitress
Spur Stake Ranchers
01.2004
- Gained: Communicative skills
- People skills
- Work under pressure
- Able to deal with money.
Education
Bachelor of Science - Computer And Information Sciences
University of South Africa
Cape Town, South Africa Current -
Certificate - Operational Coordinator Mentorship Programme
Discovery Health
WCP 04.2001 -
Middle Management Programme - NQF 6 Management Certificate
University of Cape Town
Cape Town, South Africa 01.2019 -
Foundation Management Development Programme - Management Advanced Certificate
GIBS Business School
Cape Town, South Africa 01.2017 - 04.2018
Interior Architecture - National Diploma , Design
Cape Peninsula University of Technology
Cape Town, South Africa 01.2006 - 04.2008
Good Hope Seminary Girls High School
01.2000 - 04.2004
Skills
MS Office
Negotiation and Persuasion
Customer Engagement
Problem-Solving
Relationship Building
Lead Management
Verbal and written communication
Results-Driven
Analytical skills
Strategic Planning
Presentation skills
Excel
Accomplishments
- Prefect (2003-2004)
- Hostel Prefect (2003-2004)
- Deputy Head of Hostel (2003-2004)
- Chairperson of Interact Club (2003-2004)
- Vice captain of drama club (2003-2004)
- Computer lab manager (2002-2004)
- Library Manager assistant 2008
Voluntary activities
Heath and Safety Officer, Discovery Health 2022-till current
- Conducted regular workplace inspections to identify potential hazards and implemented corrective actions to ensure compliance with health and safety regulations. Developed and delivered training sessions to employees on health and safety procedures, promoting a culture of safety awareness.
- Collaborated with management to review and update health and safety policies, ensuring alignment with industry standards.
- Investigated incidents and near-misses, providing recommendations to prevent future occurrences.
Languages
English
Xhosa
Afrikaans
Personal Information
- ID Number: 8603260310084
- Ethnicity: African
- Date of Birth: 03/26/86
- Nationality: South African
References
- Vodacom, team leader, Faagier Abrahams, c: 072 532 9123
- Vodacom, coach, Oliver Parker, c: 079 505 6470
- The Kuyasa Fund, Manager, Marcia Davison, c: 076 998 6367
- The Kuyasa fund, Ops Manager, Elizabeth Alves, t: 021 4483144
- Discovery Health, Inhouse Manager, Shiyaam Lorgat : 0813129202
Timeline
HP Escalated Client Relationship Managers TL
Discovery Health
06.2024 - Current
Senior Team Leader
Discovery Health
10.2023 - 06.2024
HP Team Leader
Discovery Health
03.2020 - 09.2023
Middle Management Programme - NQF 6 Management Certificate
University of Cape Town
01.2019 -
2IC
Discovery Health
01.2017 - 09.2017
Foundation Management Development Programme - Management Advanced Certificate
GIBS Business School
01.2017 - 04.2018
Health Provider Consultant
Discovery Health
10.2015 - 01.2016
Manager’s assistant
The Kuyasa fund
01.2013 - 11.2013
Call center Team Leader
The Kuyasa fund
11.2011 - 01.2013
Customer care agent
Vodacom
07.2010 - 06.2011
Junior Designer Assistant
Greg Gie Designs
05.2008 - 03.2010
Interior Architecture - National Diploma , Design
Cape Peninsula University of Technology
01.2006 - 04.2008
Call centre agent
Anthony Richards and Associates
01.2005
Waitress
Spur Stake Ranchers
01.2004
Certificate - Operational Coordinator Mentorship Programme
Discovery Health
04.2001 -
Good Hope Seminary Girls High School
01.2000 - 04.2004
Inhouse Team Leader
Discovery Health
1 2018 - 02.2020
Telemarketer
Telesurf
1 2006
Bachelor of Science - Computer And Information Sciences
University of South Africa
Current -
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