Siyanda Blouw
Customer Experience Team Leader
City of Cape Town
Summary
Passionate and results-oriented Customer Service Leader with significant experience in the SaaS industry. Proven track record of driving customer satisfaction, team performance, and operational efficiency. Skilled in utilizing Lean Six Sigma methodologies and project management principles to deliver exceptional service. Strong communicator and team player committed to fostering a positive work environment.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
5
5
Certifications
Work History
Customer Experience Team Leader
Lula
02.2023 - Current
- Manage and mentor the Customer Experience Team, ensuring high performance and adherence to service standards
- Analyze customer queries to identify growth opportunities and improve service delivery
- Serve as a product and process expert, providing guidance and support to team members
- Lead initiatives to enhance customer satisfaction, including monitoring and improving CSAT scores
- Gather and analyze Voice of Customer feedback to drive improvements in product and service offerings
- Collaborate with cross-functional teams to implement process improvements and enhance the overall customer experience.
Customer Service Team Lead
PayFast
11.2020 - 11.2022
- Supervised a team of customer service representatives, providing coaching and support to drive performance
- Managed daily operations, including monitoring agent productivity and handling escalations
- Implemented process improvements to optimize efficiency and enhance customer satisfaction
- Conducted training sessions to upskill team members and ensure alignment with company standards.
Support Representative
Payfast
06.2016 - 10.2020
- Provided timely and effective resolution of customer inquiries via email and phone
- Maintained support materials and conducted testing to ensure quality and accuracy
- Fostered positive client relationships and enforced company policies and procedures.
Customer Service Specialist
Webhelp
10.2014 - 05.2016
- Delivered exceptional customer service through inbound calls and order processing
- Cross-sold products and resolved customer queries to maximize sales opportunities
- Coached and motivated team members to achieve performance targets.
Education
Bachelor of Arts - BA, Communication and Media Studies -
University of South Africa/Universiteit Van Suid-Afrika
01.2024 - 04.2027
Certificate: Human Resource Management 1 - Human Resources Management
Cape Peninsula University of Technology
Cape Town, South Africa 01.2016 - 04.2016
ND:Hospitality Management: Professional Cookery - Hospitality
Cape Peninsula University of Technology
01.2013 - 04.2013
Matric - undefined
Sans Souci Girl's High School
01.2008 - 04.2012
Skills
Lean Six Sigma Methodologies (Black Belt, Green Belt, Yellow Belt)
Project Management
Team Leadership
Communication
Process Improvement
Training & Development
Customer Relationship Management
Problem-solving
Administration
Team Building
People Management
Professional Communication
Cross-selling
Quality Control
Coaching
Time Management
Conflict Resolution
Strategic Planning
Data Analysis
Technical Support
Sales
Microsoft Office Suite
Zendesk
Wix
Shopify
Zoom
Certification
AIGPE Lean Six Sigma Black Belt Certification
Timeline
Bachelor of Arts - BA, Communication and Media Studies -
University of South Africa/Universiteit Van Suid-Afrika
01.2024 - 04.2027
Customer Experience Team Leader
Lula
02.2023 - Current
Customer Service Team Lead
PayFast
11.2020 - 11.2022
Support Representative
Payfast
06.2016 - 10.2020
Certificate: Human Resource Management 1 - Human Resources Management
Cape Peninsula University of Technology
01.2016 - 04.2016
Customer Service Specialist
Webhelp
10.2014 - 05.2016
ND:Hospitality Management: Professional Cookery - Hospitality
Cape Peninsula University of Technology
01.2013 - 04.2013
Matric - undefined
Sans Souci Girl's High School
01.2008 - 04.2012