Ameer L.
Mid-Level Customer Service Team Lead
Open to offersNew to PlatformAbout
Ameer L. is an experienced Team Leader and Customer Service Advisor who has contributed to operational efficiency at Ascensos SA within the business process outsourcing sector. In his role as Team Leader, he supervised teams to consistently achieve daily and monthly performance goals by providing structured training, effective feedback, and maintaining open communication between management and staff. With specific experience in customer service, Ameer handled high volumes of customer enquiries across multiple channels, ensured policy-compliant resolutions, and maintained detailed account records using CRM software (Salesforce, SAP, Zendesk). His responsibilities also included monitoring performance metrics, implementing strategic improvements, and facilitating team management through areas such as conflict resolution, adherence tracking using Excel, and conducting disciplinary processes. Additionally, he collaborated closely with other departments to ensure quality assurance and was involved in training, development, and schedule management within the outsourcing and transportation industries.
Experience
Team Leader
Ascensos SA · 2023 — 2025Directed daily and monthly efforts of a team by providing motivation and support, while facilitating the achievement of established performance goals. Delivered training and feedback aimed at enhancing both individual and group performance. Maintained communication channels between management and staff, managed conflict resolution, and encouraged accountability and collaboration. Used Excel and documentation to monitor and record team attendance, punctuality, one-to-ones, meetings, and disciplinary matters. Analyzed performance metrics and applied measures for ongoing improvement.Customer service Advisor/ Team Captain
ASCENSOS SA · 2023 — 2024Addressed customer enquiries and concerns through phone calls, emails, and live chat, ensuring efficient and positive resolution. Handled complaints by following company policies. Supplied detailed information about products and services, while recording updates to customer accounts and documenting interactions using CRM systems. Cooperated with departments such as billing, technical support, QA, and Team Managers to support seamless customer service and team functions. Maintained consistency with KPI expectations for customer satisfaction, as well as call, chat, and email handling. Stayed informed about new product features, company policies, and industry best practices through ongoing training. Took responsibility for schedule adherence, process updates, and daily KPI achievement in the absence or presence of the Team Manager.
Skills & Expertise
Education
- NCV Level 2 Motor MechanicsCollege of Cape Town · 2010 — 2010
- NVC Level 2 Motor MechanicsNorthlink college · 2009 — 2009
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