Thulasizwe Sibanyoni

Team Leadership.

• Lead meetings with the team to discuss objectives, performance and queries.

Performance Management.

• Guided, developed and supported team members and in turn bult a high-performance team.

Results.

• Provided support where needed and completed d-hoc tasks requested by management within deadlines.

Quality Management.

• Ensured that quality is consistently measured and maintained, and that remedial action is undertaken where appropriate.

Reporting.

• Provided timeous and accurate daily, weekly, monthly, quarterly as well as ad-hoc reporting to optime team performance and support management decision making.

Continuous Process Improvement.

• Assisted in optimising lunch break schedule in the inbound space in order to improve SLA.

• Follow clear instructions and guidelines to identity, resolve, treat, and update high volume delinquent client accounts delivering value at first point of contact.
• Identify and understand client's financial needs to provide the best treatment on accounts.
• Provide accurate information on account status and treatment options available to ensure that accounts are rehabilitated.
• Escalate any queries, complaints and operational or regulatory risks to the relevant team to ensure that they are handled and resolved in a timely manner.
• Operate customer related information systems to the required standards, maintaining accurate and secure records.
• Adhere to policies and procedures to promote a culture where clients are treated professionally, fairly and are properly informed.

• Used scripted conversation prompts to convey current account information and obtain payments.
• Worked in call center environment handling automatically dialed outbound calls.
• Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
• Maintained high volume of calls to meet demands of busy group.
• Actively listened to customers' requests, confirming full understanding before addressing concerns.

• Assisted in the facilitation of merchandising operations.
• Liaised with multiple stakeholders in the E-commerce process to see to it that customer orders are fulfilled and dispatched as per SLA.
• Completed efficient store resets to prepare store for special promotions and seasonal updates.
• Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
• Maintained optimal financial controls by following loss prevention procedures and protecting cash assets.
• Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
• Initiated task schedule to assign team member based upon individual strengths and familiarity with department.
• Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.