Alex Matthee

Conducted in-depth reviews of customer service interactions to assess communication effectiveness, procedural accuracy, and adherence to campaign-specific KPIs. Utilized AI-powered auditing tools and manual evaluation methods to ensure high-quality performance and consistent customer experience.

Managed a team of 34 advocates, driving performance through coaching, feedback, and individual development plans. Handled escalated calls and complaints professionally, implementing long-term solutions to prevent recurrence.

Monitored and reviewed team performance to ensure compliance with client targets and company quality standards. Conducted root cause analysis and developed actionable plans to address recurring quality gaps.

Assisted with administrative duties, including maintaining student records, capturing results, and organizing lesson plans. Supported classroom management by ensuring an organized and safe environment conducive to learning.

Completed the National Qualifications Framework (NQF) Level 4 at Elsies River High School. This foundational qualification provided a strong base for further education and professional development.