Thembelihle Langa
Operations Team Manager
7300 Drieziek Ext 3 Orange Farm, Johannesburg
Summary
Dynamic and results-oriented customer service and sales team leader with a proven track record of driving team performance and exceeding customer expectations. Experienced in fostering strong customer relationships, motivating teams, and implementing effective strategies to boost sales and customer satisfaction. Demonstrated ability to lead by example, resolve complex issues, and consistently deliver exceptional results.
Overview
7
7
years of professional experience
Work History
Team Leader
Merchants Doordash
01.2025 - Current
- 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.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Customer Service and Sales Team Leader
Merchants Comcast
02.2021 - 08.2024
- Led and mentored a team of 22+ customer service and sales representatives, fostering a positive and productive work environment
- Implemented performance metrics and conducted regular performance reviews to drive team performance and identify areas for improvement.
- Customer Satisfaction: Developed and implemented customer service strategies to enhance customer satisfaction and loyalty, resulting in a 78% increase in customer retention
- Sales Performance: Motivated the sales team to achieve and exceed sales targets, consistently surpassing monthly and quarterly quotas
- Mentored junior team members to develop their skills and advance their careers with the company.
- Effectively resolved complex customer issues and complaints, ensuring customer satisfaction and minimizing negative impact
- Conducted regular training sessions to improve team skills and knowledge, enhancing overall team performance
- Boosted sales performance by implementing effective team training and coaching strategies.
Customer Service and Sales Agent
Merchants Comcast
03.2020 - 02.2021
- Handles 50+ customer calls a day, providing personalized and friendly service to ensure customer retention
- Provided timely and efficient customer support through phone.
- Actively promoted and sold products or services, achieving sales targets and exceeding quotas
- Assisted call-in customers with questions and orders.
- Successfully resolved customer issues and complaints, ensuring customer satisfaction and loyalty
- Identified opportunities to upsell and cross-sell products or services, increasing revenue
- Increased sales revenue by consistently meeting and exceeding sales targets.
Reservations Agent
Merchants South African Airways
01.2018 - 03.2020
- Flight booking and helping passengers with check in on their scheduled flight
- Re-scheduling or making changes to their flight tickets and making special request for passengers
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.
Education
Passenger Handling - Travel
South African Airways
03-2018
National Senior Certificate - Matric( National Senior Certificate)
Leshata Secondary School
Amadeus Reservations -
South African Airways
Skills
- Client support
- Team leadership
- Effective communication
- Experienced with Microsoft Office applications
- Experience analyzing digital performance metrics
- Quality management
- Performance optimization
- Problem-solving
- Employee evaluation
- Decision-making
- Workforce management
- Customer relationship management (CRM)
Timeline
Team Leader
Merchants Doordash
01.2025 - Current
Customer Service and Sales Team Leader
Merchants Comcast
02.2021 - 08.2024
Customer Service and Sales Agent
Merchants Comcast
03.2020 - 02.2021
Reservations Agent
Merchants South African Airways
01.2018 - 03.2020
Passenger Handling - Travel
South African Airways
National Senior Certificate - Matric( National Senior Certificate)
Leshata Secondary School
Amadeus Reservations -
South African Airways
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