Twasa Ndaye
Summary
I am a dynamic customer service leader at Teleperformance Cape Town, with a proven track record of boosting team performance through coaching and strategic scheduling. My progression from agent to Acting Team Leader in a short period of time reflects my dedication to service excellence, multitasking, and building positive team environments. I bring strong communication skills and a growth-focused mindset to deliver high-quality results. I am highly motivated to expand my skillset and adapt quickly to new challenges, whether thriving in a fresh environment or taking on advanced responsibilities within a familiar field.
Overview
2
2
years of professional experience
Work History
Apprentice coach
Teleperformance
Sunbird Park, Cape Town
10.2025 - Current
- Supported supervisors with managing agents and assisted complex calls side-by-side.
- Completed assigned tasks on time and coached agents during shifts.
- Supported trainees with product navigation, attendance, and routine administration tasks.
- Covered acting team leadership during staffing gaps and urgent operational periods.
Acting Team Leader
Teleperformance
Sunbird Park, Cape Town
05.2026 - 06.2026
- Improved delivery outcomes by aligning team schedules with project deadlines.
- Raised day-to-day performance by coaching staff through focused improvement plans.
- Strengthened daily goal achievement through timely, constructive team feedback.
- Balanced a focus on high-performance metrics with a strong commitment to team well-being, driving productivity while maintaining a positive work atmosphere.
Customer service representative
Teleperformance
Cape Town
04.2025 - 10.2025
- Handled incoming customer inquiries and resolved complaints to uphold service standards.
- Delivered product and service guidance, tailoring responses to each customer requirement.
- Applied strong listening and communication skills to strengthen rapport and trust.
- Directed de-escalation efforts to resolve tensions and protect customer experience.
Waiter runner
Harry's oyster bar
Cape Town
12.2024 - 07.2025
- Coordinated kitchen and dining workflows to maintain reliable, timely meal delivery.
- Managed order taking support and drink service during peak guest demand.
- Owned timely follow-ups on guest requests and resolved complaints promptly.
- Drove regular stock checks and replenishment of utensils and condiments to avoid gaps.
Education
High school - Architectural and construction technology
Bellville Technical High School
Cape Town01-2024
Skills
- Performance coaching
- Hands-on approach
- Adaptability
- Organisational skills
- Communication skills
- Team collaboration
- Physical stamina
- Multitasking abilities
- Attention to detail
- Patience
Languages
English
Afrikaans
Sesotho
Timeline
Acting Team Leader
Teleperformance
05.2026 - 06.2026
Apprentice coach
Teleperformance
10.2025 - Current
Customer service representative
Teleperformance
04.2025 - 10.2025
Waiter runner
Harry's oyster bar
12.2024 - 07.2025
High school - Architectural and construction technology
Bellville Technical High School