• Customer Service Team Leader

    at DBC International (BES Utilities)

    April 2019 - at Present

    Province of the Western Cape

    Responsibilities • I started off the BES Utilities Campaign with 8 agents • We were introduced to the BES World and was given a small section of the business which we started off to call the customer to obtain Elec and Gas Meter Reads. • I manage the team to ensure excellent Customer Service was delivered. • I delivered the training to the agents when they started. • From 8 agents I expanded the Campaign / Department to 33 agents. • Agent real-time adherence. • Agent monitoring. • Attends client review meetings as and when needed • Strong problem-solving aptitude • Coaching (Quality / Compliance), side by side coaching and live listening. • Complete Weekly and Monthly Presentations regarding the team’s performance and discuss this with the relevant stakeholders.

  • Research Analyst

    at Ipreo (Cape Town)

    January 2018 - April 2019

    Province of the Western Cape

    Responsibilities: • Sort, distribute, research, manage, and respond to requests ensuring service level agreements (SLA’s) are met. • Manage client-related, value-added and special projects from start to finish. • Motivate and challenge team members to maintain and improve performance and productivity. • Coordinate and liaise with team leaders to maintain a positive workflow. • Conduct regular checks to ensure quality. • Analyze data and report on the status. • Communicate with clients and manage expectations. • Liaise with stakeholders including various internal departments and clients globally. • Analyze procedures and make suggestions to improve or build on. • Ad hoc duties

  • Lead Associate, Technical Coach

    at WNS Total Gas and Power

    April 2017 - December 2017

    Province of the Western Cape

    •Teaching relevant skills, tactics, and techniques. •Monitoring and enhancing performance by providing tuition, encouragement and constructive feedback. •Identifying strengths and weaknesses. •Developing training programs. •Mentor and Coach new starters regarding product knowledge and processes •Support learners through the nesting period •Raise concern areas with team managers & trainers •Facilitating ad hoc training and deliver short technical training modules •Assist with product and process queries •Networking and partnering with operational teams, quality, and training to resolve issues, share best practices and implement solutions to improve overall service levels •Maintain and produce reports to support the operation in identifying trends and process gaps, as well as facilitate decision-making •Assist the quality team with quality checks on queries, to meet minimum turnaround times •Apart of Six Sigma projects. •Second in charge of Team Leader.

  • Billing Exceptions Advisor

    at WNS Total Gas and Power

    January 2017 - March 2017

    Province of the Western Cape

    • Took ownership for distributing the work within the team ensuring daily workloads were prioritized, this included utilizing team members for their skill sets to help us meet our daily KPI’s. Monitoring stats throughout the day and sending reports to the relevant managers including a plan of action for the following day. • Resolving complex queries that have had a negative impact on customers. • Strong problem-solving skills to ensure timely and accurate billing, working through a variety of billing exceptions and meter reads in error in line with the manual billing policy. • Handle inbound and outbound telephone calls with customers and other teams to ensure timely resolution of queries and disputes in order to provide first-class customer service. • Liaising with internal and external parties to ensure best practices are shared to improve and streamline our processes within the business.


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