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
Similar Profiles
Glenna MathisGlenna Mathis
Corporate Account Support at Resource Communications GroupCorporate Account Support at Resource Communications Group
Catherine YoungCatherine Young
Inbound Call Center Representative at M.A.P. Communications (Extend Communications)Inbound Call Center Representative at M.A.P. Communications (Extend Communications)
John LittonJohn Litton
Consumer Sales Associate at Verizon Communications/Frontier CommunicationsConsumer Sales Associate at Verizon Communications/Frontier Communications
Aretha DavisAretha Davis
Early Head Start Teacher at Summer Preschool Early Learning CenterEarly Head Start Teacher at Summer Preschool Early Learning Center
Manus McGinnisManus McGinnis
Computer Vision/Machine Learning Actor at MetaComputer Vision/Machine Learning Actor at Meta