Asanda M.
Senior Customer Service Team Leader
Actively lookingNew to PlatformAbout
Asanda M. is an accomplished Team Lead with a solid track record in customer service and technical engineering leadership roles, including as a Customer Service Inbound Team Leader, Customer Service Outbound Team Leader, and Technical Engineering Team Leader. Over the past five years, Asanda has effectively coached and mentored teams of up to 18, focusing on achieving campaign targets and enhancing customer satisfaction through strategic data analysis and problem-solving. Strong in communication, strategic decision-making, and conflict resolution, Asanda has consistently ensured team performance standards are met. His efforts have significantly contributed to aligning campaigns with company objectives and proactively addressing customer concerns. Previous positions at Concentrix and CCI-South Africa highlight his adeptness at developing team readiness for operational excellence. Asanda's educational foundation in general management further supports his leadership capabilities.
Why hire me
You should hire me because I bring practical experience in customer service, team leadership and working in performance-driven environments. I understand the importance of delivering excellent customer experiences while also meeting business targets and maintaining high-quality standards. I am a strong communicator, a problem solver and someone who takes accountability for my responsibilities. I work well under pressure, adapt quickly to changing situations, and know how to support and motivate colleagues to achieve their goals. Most importantly, I am not just looking for a job—I am looking for an opportunity where I can use my experience, contribute to the success of the contact centre, and continue growing professionally within the organisation.
Experience
Customer Service inbound Team Leader
Concentrix · 2024 — 2026Contributed to campaign decision-making to align with company goals and objectives. Monitored team performance, behavior, and adherence to processes, while ensuring employees were supported for career growth.Customer Service Outbound Team Leader
CCI-South Africa · 2020 — 2023Led an outbound team by analyzing data to identify dissatisfied customers and proactively addressing their concerns. Provided feedback to clients regarding campaign challenges and proposed potential solutions, while coaching new employees to ensure readiness for objectives.Technical Engineering Team Leader
CCI-South Africa · 2018 — 2020Coached and monitored a team of 18 to work efficiently towards achieving campaign targets. Ensured consistency across the team and maintained performance standards.Customer Service Agent
null · 2015 — 2018Resolved customer queries using listening, clear communication, and critical thinking skills. Ensured a smooth customer journey by maintaining a calm and friendly demeanor.
Skills & Expertise
Education
- General ManagementLyceum College · 2015 — 2018
- Grade 12Phoenix Technical Secondary School · — — 2009
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