Summary
Overview
Work History
Education
Skills
Websites
References
Timeline
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Thembelihle Langa

Team Manager
7300 Drieziek EXT 3 Orange Farm

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
19
19
years of post-secondary education

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 And Amadeus Reservations - Travel

South African Airways

High School Diploma -

Leshata Secondary School
Orange Farm, South Africa
04.2001 -

Skills

  • Client support
  • Workforce management
  • Decision-making
  • Employee evaluation
  • Problem-solving
  • Performance optimization
  • Quality management
  • Experience analyzing digital performance metrics
  • Experienced with Microsoft Office applications
  • Effective communication
  • Team leadership
  • Client support

    • Mentoring

References

Nerasha Ragunath

Call center Manager

+27 74 627 4558

Nerasha.Ragunath@merchantscx.com

Mercy Potele

Call center Manager

+27 62 563 0880

Mercy.Potele@merchantscx.com

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

High School Diploma -

Leshata Secondary School
04.2001 -

Passenger Handling And Amadeus Reservations - Travel

South African Airways

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Thembelihle LangaTeam Manager