Tsholofelo Rossalyn Malambe
Admin Team Leader
Grobler Park
Summary
I an enthusiastic, well experience and dedicated individual , possessing good communication skills at all levels, enjoy meeting challenges and seeing them through while remaining good humored under pressure and empathize in different circumstance. I have 14 years Customer Service Experience, on the job training and display strong qualities of a Team player. Emotional intelligence and an ethical individual. An experienced organizer and problem solver, I can consider all options with an open mind before Making a decision, Punctuality is very important to me and so is good work ethics and contributing to a positive culture within an organization. I am an inspired individual who grips any opportunity to be innovative and help enhance processes in my work environment while embracing teamwork. I am passionate about sharing knowledge and empowering peers so that we may all share success towards a shared goal and output.
Overview
20
20
years of professional experience
6
6
Languages
Work History
Sales Consultant
Resource Communications
Johannesburg
04.2007 - 12.2008
- Door to door sales of Nature's choice encyclopedia(s).
- Conducted comprehensive product demonstrations for clients, resulting in increased understanding of features and benefits.
- Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Built relationships with customers and community to promote long term business growth.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Requirement to meet daily targets
- Streamlined sales processes to improve efficiency, leading to quicker deal closings and increased productivity.
- Stayed knowledgeable on latest Product and/or Service innovations and technological advancements through continuous training.
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
Call Centre Consultant/ Quality Assurer
AOL Project Under Merchant - Carphone Warehouse (TalkTalk UK Based Call Centre)
01.2009 - 09.2009
- Troubleshooting and problem skills
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Trainer
Dimension Data (Outsource Company)
03.2009 - 09.2009
- Setting up Broad Band for clients
- Configure modems for clients
- Setting up new email on Microsoft Outlook
- Do diagnostic on the client line and log fault if persist
- (Tracking) Communicate with the UK regarding ongoing faults on the line
- Reinforce training on the Learning Bank (new staff) assist with couching
- Adherence see who log out and log off (WFM)
- Reason for leaving: Project ended
Consultant
First National Bank
07.2005 - 08.2006
- Re-issue credit cards
- Tracking cards, Update client ‘s details
- Communicate with branches regarding client’s cards
- Reason for leaving: Contractor
Team Leader
CIB- Corporate and Investment Banking- Standardbank
02.2015 - Current
- Managing people (span of control:17)
- Monthly Coaching with consultants
- Duly managing the budget for recognition
- Monthly reports
- Engagement sessions with relevant stakeholders
- System monitoring
- Provide operations feedback on daily and monthly basis
- Driving change in the work environment
- Documenting processes -ISO
- Quarterly Performance review
- Career development discussions
- Training of consultants on Business Online Products
- WFM- manage schedules
- QA calls
- Facilitate the team’s upskilling progress
- Connect methodology practice daily
- Drive, support, explain strategies
- Ensure that we meet the service leave agreement and all goal set
- To drive innovation and find new ways of working
- Roster, amend and update the team’s shifts
- Upskilling plans for the team and to support them acquire skills of the future
- I currently have different skills: BEFT, HOST TO HOST, BOL, PHYSICAL QUERIES, MAINTANANCE, SPECIALISED SERVICES, ONBOARDING
Education
National Certificate - Occupationally Directed Education, Training and Development Practitioner
Very Cool Ideas
JohannesburgBachelor of Business Administration - Business Administration And Management
MANCOSA
Computer Architecture - A+ CompTia A
College Campus
01.2010
Skills
- Good communication skills
- Strong problem-solving skills
- Ability to achieve targets
- Training ability
- A great understanding of data
- Customer service
- Meeting deadline
- Ability to Multitask
- Ability to handle pressure
- Follow-up techniques until resolution skill
- Product knowledge expertise
- Resilience under pressure
- Goal oriented
- Adaptability to change
- Goal-oriented mindset
- Competitive
References
Gregory, Buthelezi, Manager, +27 102 49 6628, 071 1818 787, Standard bank
OTHER COURSES
- Course: Call Center Agent
- - Computer Terminology- Interactive Role Plays - Sales Training
- - Understanding - Communication Skills - Tele sales & Scripting Computers
- - Desktop Navigation Telephone Etiquette - Cross Selling & Up Selling
- - Microsoft Word- Interview Skills - Cold Calling & Closing
- - E-mail Set-up &Internet - Inbound Call - Meet & Exceed Targets Management
- - Theory & Practical - Transferring, Holding, Escalating Calls - Debt Collection
- - Files & Folders- Basic & Advanced -Negotiation Skills Training of call center Management
- - Handling Irate Callers- Leaving Effective Messages - Customer Behavior
Timeline
Team Leader
CIB- Corporate and Investment Banking- Standardbank
02.2015 - Current
Trainer
Dimension Data (Outsource Company)
03.2009 - 09.2009
Call Centre Consultant/ Quality Assurer
AOL Project Under Merchant - Carphone Warehouse (TalkTalk UK Based Call Centre)
01.2009 - 09.2009
Sales Consultant
Resource Communications
04.2007 - 12.2008
Consultant
First National Bank
07.2005 - 08.2006
National Certificate - Occupationally Directed Education, Training and Development Practitioner
Very Cool Ideas
Bachelor of Business Administration - Business Administration And Management
MANCOSA
Computer Architecture - A+ CompTia A
College Campus