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Marvyn M. — Mid-Level Customer Service Team Manager from South Africa

Marvyn M.

Mid-Level Customer Service Team Manager

South Africa 3-6 years
Open to offersNew to Platform
Languages
English
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About

Marvyn M. is a seasoned professional with extensive experience in customer service and sales management. As a Customer Service Senior Team Leader at Ignition CX, he managed operations for a major US telecommunication company, handling complaint resolutions, KPI management, and leading adherence strategies. At Concentrix, Marvyn served as a Customer Service & Sales Senior Team Manager, overseeing teams in UK telecommunications for billing queries and debt collections, focusing on performance metrics like CSAT and NPS. His tenure at Amazon involved delivering exceptional customer service to US clients. With strong leadership in the telecommunications and consumer retail sectors, Marvyn excels in team mentoring and performance coaching, backed by a robust command of tools like Zendesk and various CRM systems. His foundation in business, supported by a BCOM in Accounting from UNISA, complements his technical prowess in CRM technologies and advanced computing skills, which include Excel, Word, and Outlook.

Experience

  • Customer service Senior Team Leader

    Ignition CX · 2025 — 2025
    Oversaw several lines of business, including Consumer retail and Specialist care, addressing complaints and resolutions for a major US telecommunications company. Took lead on KPIs, focusing on Adherence and FCR to enhance customer experience. Conducted hourly productivity checks and live monitoring to ensure schedule adherence. Carried out daily hygiene audits to identify financial risks, while validating escalations on Zendesk to ensure accurate channel assignment. Facilitated weekly coaching sessions aimed at growth and development, maintained team resource updates, and engaged employees through performance recognition.

  • Customer Service & Sales Senior Team Manager

    Concentrix · 2023 — 2024
    Managed a team of 15-20 advisors in the Consumer Care and Collections sector for a major UK telecommunications company, overseeing billing, account queries, and debt collections via inbound calls and chats. Held weekly coaching sessions to improve metrics such as CSAT, NPS, AHT, Quality, and Compliance. Conducted call listening and quality evaluations with feedback provided during sessions. Engaged in resource management, updating schedules, and providing real-time support on the floor, while ensuring client expectations and SLAs were met.

  • Customer Service Associate

    Amazon South Africa · 2022 — 2022
    Provided specialist care for US-based customers, addressing complex queries, complaints, and compliments through inbound calls and chats. Worked towards achieving CSAT and NPS targets aimed at 90% while ensuring productivity of 40 hours weekly.

  • Online English Teacher

    Tutlo · 2019 — 2022
    Instructed English as a foreign language to a diverse range of students in Poland, including high school and corporate employees. Contributed to curriculum development by trialing and testing new course materials.

  • Sales Team Leader

    Ignition Group · 2018 — 2018
    Led teams within the telecommunications sector, focusing on hot key leads, outbound acquisitions, and contract renewals for major South African networks, including Vodacom, Cell C, and MTN. Conducted team briefings and weekly one-on-one coaching to enhance skills and performance.

  • B2B and B2C Sales Team Manager

    Coracall · 2017 — 2018
    Supervised teams across various accounts, engaging in outbound sales for residential and business consumers in Australia, specifically in the Energy and Telecoms sectors. Focused on coaching teams to achieve quality and sales targets while managing timekeeping and absence.

  • Sales and Service Team manager

    CCI SA · 2012 — 2016
    Directed teams of 10-15 advisors to meet sales goals for new acquisitions and win-back customers in the energy sector. Managed productivity and conducted weekly one-on-one meetings to establish goals and timelines. Oversaw timekeeping and absence management, and participated in the recruitment and training of new hires.

Skills & Expertise

Customer ServiceProject ManagementSalesTech SupportSalesforce Developer

Education

  • BCOM Accounting
    UNISA · 2010 — 2012
  • Grade 12
    Brettenwood High · 2004 — 2008