THOBEKA MPHENYA-KAMBARAMI
LINE MANAGER/SUPERVISOR
Phoenix Milnerton
Summary
Service-focused leader with proven track record in managing and optimizing operational processes. Strong focus on team collaboration and achieving results. Versatile and adaptable, skilled in strategic planning, process improvement, and resource management. Known for reliability, effective communication, and results-driven approach in high-pressure environments.
Overview
16
16
years of professional experience
3
3
Languages
Work History
Technical and billing Customer Service Line Manager
Multichoice
Cape Town, South Africa
06.2024 - Current
- Fais Rep (June 2017 – Present)
- Ensured compliance with industry regulations and company policies through regular audits and staff training sessions.
Customer Service LINE MANAGER
Multichoice
Cape Town, South Africa
01.2024 - Current
- Fais Rep (June 2017 – Present)
- Customer Service Rep (2014-2024)
- Responsibilities: Customer Service Line Manager
- Managing customer service teams
- Maximizes customer operational performance
- Adhere to and manage the approved budget
- Manage team performance and promote excellence!
- Coaching – on new products and new staff.
- Taking escalation from the team and prove fast response to customers.
- Monitoring the Team’s Day to day activities and performance.
- Resolving escalated customer complaints or disputes
- Managing Product sale and activations
- Manage and resolve insurance queries.
- Insurance activations and claims (funeral cover and decoder cover)
- Attend meeting, to learn about new products and services, learn new skills, and receive technical assistance in developing new accounts.
- Assist policy holders to deliver and explain policy, to analyze insurance program and suggest additions or changes.
- Monitor decoder insurance claims to ensure they are settled equitably for both the client and insurer.
- Perform administrative tasks, such as maintaining records and handling of decoder insurance and Funeral claims.
- Reporting hourly the service centre service levels.
- Logins exceptions and load shifts, using Work force management systems.
- Coaching teams on sales approach.
Technical Support Agent
WNS (Vodacom)
01.2010 - 01.2013
- Responsibilities:
- Troubleshoot and problem solve a variety of cell phone technical Issues inbound and outbound calls, and data capturing.
- Reason for leaving: Contract ended.
Education
Regulatory Examination Level 1 - RE5
Moonstone
ND SUPPY CHAIN MANAGEMENT - Logistics And Supply Chain Management
Ifundi
Johannesburg 04.2001 -
ND - Hospitality Management
Walter Sisulu University
Walter Sisulu University11-2009
Grade 12 -
ST Johns College
Mthatha10-2005
Skills
Strong decision-making skills
Managing processes
Self motivation
Analyzing information
Developing standards
Process improvement
Recordkeeping and documentation
Productivity optimization
Workforce scheduling
Public speaking and presentations
Time management
Team leadership
Operations management
Sales strategy
Excellent communication
Atributes
Deadline driven, multi-tasking ability, Collaborator, Organized, Flexibility, Willingness to learn, Integrity, Initiative-taking, Client-driven, Coaching, Decision Making And Diligence.
Timeline
Technical and billing Customer Service Line Manager
Multichoice
06.2024 - Current
Customer Service LINE MANAGER
Multichoice
01.2024 - Current
Technical Support Agent
WNS (Vodacom)
01.2010 - 01.2013
ND SUPPY CHAIN MANAGEMENT - Logistics And Supply Chain Management
Ifundi
04.2001 -
Regulatory Examination Level 1 - RE5
Moonstone
ND - Hospitality Management
Walter Sisulu University
Grade 12 -
ST Johns College