Welma Maringa
Operations Support Team Lead
Johannesburg
Summary
Operations Support Team Leader leads 16+ team members, team productivity, attendance, schedule adherence, and KPI monitoring across a fast-moving call center environment. Coordinates coaching, training sessions, and team meetings to improve customer service, product knowledge, and system use. Produces daily, weekly, and monthly performance reports that support targeted interventions and stronger operational control.
Overview
11
11
years of professional experience
Work History
Operations Support Team Leader
Afrishore BPO (Epremium Insurance)
07.2024 - Current
- Supervised team productivity, attendance, and adherence to schedules.
- Facilitated team meetings to disseminate updates, goals, and best practices.
- Delegated tasks and assigned responsibilities to team members.
- Orchestrated training sessions focused on customer service skills, product knowledge, and system utilization.
- Compiled daily, weekly, and monthly performance reports for management review.
- Precisely monitored team performance through observations and key metric tracking, implementing targeted interventions for underachievers.
- Oversaw daily operations to ensure strict adherence to procedures and achievement of defined Key Performance Indicator (KPI) targets.
- Managed and successfully scaled a team from 8 to 26 agents, demonstrating strong leadership and team development capabilities.
- Motivated workers to exceptional performance through implementation of new strategies.
Operations Support Administrator
Afrishore BPO (Epremium Insurance)
04.2023 - 06.2024
- Managed administrative emails and accurately captured and maintained customer data, ensuring timely responses, accurate record-keeping, and efficient resolution of queries.
- Managed and responded to over 100 MSI support emails while accurately processing and validating more than 200 EPR validations, ensuring timely and efficient resolution of queries and adherence to required processes
- Reconciled customer policies, including cancellations and reinstatements.
- Processed customer invoices accurately.
- Performed data entry for new and existing accounts.
- Synchronized policy details across systems.
Sales Representative
Aerial and Satellite
09.2020 - 03.2023
- Assisted over 50 walk-in clients daily, efficiently addressing a diverse range of enquiries and providing professional, customer-focused service.
- Prepared detailed weekly and monthly sales reports.
- Generated customer quotes and managed stock orders.
- Recorded daily sales transactions.
- Maintained the company filing system.
- Managed reconciliation and billing inquiries for DSTV customers.
- Developed and maintained strong relationships with clients to drive sales growth.
Customer Service Consultant
Southmor
03.2018 - 09.2019
- Addressed reconciliation and billing queries for DSTV customers.
- Executed sales for both DSTV and South mor products/services.
- Provided administrative support for South mor installers.
- Processed customer payments for DSTV and South mor.
- Developed and maintained strong relationships with clients to drive sales growth.
- Consistently sold over 20 decoders per day, demonstrating strong sales performance and the ability to achieve high-volume sales targets.
Customer Service Consultant
Multi-Choice
05.2015 - 03.2017
- Resolved technical queries for DSTV customers.
- Provided professional reception coverage, assisting clients and managing front-desk enquiries to ensure efficient day-to-day operations.
- Supported the onboarding, coaching, and training of new staff members, helping them develop the skills and knowledge required to perform effectively in their roles.
- Processed and accurately handled customer payments, ensuring efficient and reliable transaction processing.
- Assisted over 50 walk-in clients daily, efficiently addressing a diverse range of enquiries and providing professional, customer-focused service.
- Delivered exceptional customer support through various channels, ensuring timely issue resolution and satisfaction.
Education
Higher Certificate - LLB
UNISA
South AfricaGrade 12 -
Malatse Motsepe High School
South AfricaSkills
- Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
- Call Center Technology & Systems
- Data Analysis & Reporting
- Scheduling & Workforce Management
- Customer Experience & Quality Assurance
- Feedback Implementation
References
Available upon request
Timeline
Operations Support Team Leader
Afrishore BPO (Epremium Insurance)
07.2024 - Current
Operations Support Administrator
Afrishore BPO (Epremium Insurance)
04.2023 - 06.2024
Sales Representative
Aerial and Satellite
09.2020 - 03.2023
Customer Service Consultant
Southmor
03.2018 - 09.2019
Customer Service Consultant
Multi-Choice
05.2015 - 03.2017
Higher Certificate - LLB
UNISA
Grade 12 -
Malatse Motsepe High School