Nokulunga S.
Mid-Level Customer Service Team Leader
Open to offersNew to PlatformAbout
Nokulunga S. is an experienced customer service professional with a robust track record as a Team Leader in the contact centre and financial services industry. At Concentrix Webhelp and Standard Bank in Johannesburg, Nokulunga led teams of up to 18 agents, managing daily operations and driving performance through targeted KPI & SLA management, coaching, and strategic planning. She played a key role in fraud detection, implementing FICA-aligned monitoring and collaborating with law enforcement to resolve complex cases, ensuring compliance with AML/CFT regulations. Her expertise spans escalation resolution, fraud prevention, operational compliance, and the transport and logistics sector, supported by a Level 4 qualification. Nokulunga's ability to deliver high service delivery and reduce AHT is demonstrated by consistent 90% CSAT and high adherence scores.
Experience
Team Leader
Concentrix Webhelp · 2022 — PresentMonitored team performance to pinpoint improvement areas and implemented corrective measures. Cultivated positive employee relationships within a supportive environment. Conducted evaluations of team effectiveness, providing feedback to enhance daily goal achievement. Led a group of agents with a consistent focus on SLA levels and customer responses. Managed weekly performance reviews aimed at establishing clear expectations and strategies for the team. Oversaw operational adherence to procedures aligned with defined KPIs while identifying and addressing underperformers.Fraud Detection call center Agent
Standard Bank | Johannesburg · 2021 — 2022Engaged in the analysis and investigation of customer transactions to detect potential fraudulent activity. Acted swiftly on fraud alerts, implementing risk mitigation measures, such as blocking transactions. Collaborated with internal departments and law enforcement for effective resolution of complex fraud cases while maintaining thorough incident records. Conducted FICA-aligned transaction monitoring in compliance with AML/CFT regulations.Customer service Rep and Assistant Team Leader
Merchants Dimensions - Cell C | Johannesburg · 2019 — 2021Functioned as the main point of contact for addressing complex technical challenges involving cellphone products. Leveraged support systems to efficiently diagnose customer issues and implement solutions. Managed a personal ticket queue, ensuring thorough follow-up on each case. Guided customers through device upgrade processes while providing education on effective usage of devices.Intern
Southern Sun Garden Hotel (Tsogo sun) | Sandton · 2010 — 2010Assisted in the reservations process, ensuring guest room requests were met. Coordinated banqueting arrangements to meet client specifications. Supported reception duties by facilitating smooth check-in and check-out operations. Participated in night auditing to ensure accuracy in end-of-day reports while performing administrative tasks for workflow optimization.
Skills & Expertise
Education
- NVQ Level 4: Transport and LogisticsSouth West Gauteng College · — — 2019
- High School: Transport and LogisticsMalvern High School · — — 2008
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