THANDI NGOMA

Led and motivated a team of life insurance sales consultants.
Managed team performance and achieved sales targets.
Coached, mentored, and developed high-performing consultants.
Trained and onboarded new sales consultants.
Monitored KPIs, sales, productivity, and quality performance.
Ensured compliance with FAIS, TCF, and company policies.
Conducted call evaluations and performance coaching.
Managed attendance, scheduling, and team productivity.
Resolved escalated customer queries and complaints.
Analysed sales reports to identify performance improvements.
Collaborated with QA, Training, and Operations teams.
Oversaw application accuracy and underwriting requirements.
Managed lead distribution and improved conversion rates.
Prepared and presented performance reports to management.
Consistently exceeded monthly sales targets.
Improved team conversion rates and QA scores.
Reduced absenteeism and increased productivity.
Developed top-performing consultants through mentoring.

Supervised and coordinated daily call centre operations

Supervised call centre operations

Supervised agent performance, daily, weekly and monthly

Conducted QA monitoring, coaching and performance feedback

Managed team schedule, adherence and attendance

Supported escalations and complex customer queries

Trained and onboarded new employees

• Coaching consultants and assessing calls
• Preventing fraud on the floor
• Coaching quality based on regular stats
• Sending Floor targets.
• Conducting interviews

• Coaching consultants
• Assessing consultants' calls
• Preventing fraud on the floor
• Fixing errors for consultants
• Coaching quality based on regular stats
• Sending team stats.
• Allocating leads
• Conducting call evaluations 5 calls daily.
• Making monthly targets

• Selling policies and exceeding my monthly targets
• Maintaining quality average above 90%
• Rewarded with different certificates for quality, revenue spinner and top consultant
• Updating daily attendance of consultants
• Managing the team
• Allocating leads
• Capturing leave for the team
• Assisting my supervisor with admin

Conducted door-to-door and field-based sales to promote financial products and services to prospective clients.
Identified, approached, and converted new customers while consistently meeting sales targets and performance goals.
Built and maintained strong client relationships by providing professional advice and excellent customer service.
Collected and verified customer information, completed application documentation, and ensured compliance with company procedures.
Followed up with prospective and existing clients to generate repeat business, resolve queries, and increase customer satisfaction.