I seek leadership roles in customer experience or Quality Assurance where I can coach individuals and teams, improve KPIs, drive first-contact resolution, and implement data-driven improvements.
Looking for a job
jacwesse User
@jacwesse
Customer experience leader driving quality, team performance, and first-contact resolution across service environments.
South AfricaWhat I'm looking for
I am a customer experience professional with over 20 years' cross-industry experience in retail, hospitality, telecommunications and healthcare, focused on delivering exceptional customer outcomes through QA, KPI management and training. I have led teams, coached agents through structured QA feedback, implemented performance action plans, and served as a technical liaison to stakeholders to resolve complex issues.
My background includes remote leadership and frontline roles at Amazon and Pickle (Numan.com), plus QA testing in software conversion projects, where I combined data-driven problem solving with clear communication to improve processes and customer satisfaction. I bring a consistent focus on first contact resolution, quality assurance, and measurable performance improvement.
Experience
Work history, roles, and key accomplishments
PI
Current
Team Lead
Pickle
Dec 2024 - Present (1 year 3 months)
Led a remote support team for client Numan.com, conducting QA evaluations, coaching agents, and implementing KPI-driven action plans to improve first contact resolution and service quality.
Provided remote support for digital purchases (Prime Video, Kindle), consistently meeting quality, productivity, and first contact resolution targets through data-driven troubleshooting and clear communication.
AS
Junior Software QA Tester
Acacia Cloud Services
May 2019 - Sep 2020 (1 year 4 months)
Tested Flash-to-HTML conversions for Whizz Education, reviewed requirements, reported defects, and collaborated with developers to resolve issues and perform post-release fixes for clients.
Supported Amazon Sellers in Cape Town, resolving complex issues, managing a team of 12–15 associates as interim manager, and driving performance through coaching, training, and SLA-governed account management.
Education
Degrees, certifications, and relevant coursework
FS
Fusion Outsourcing Services
NQF2 Certificate, Vocational Training
2008 - 2008
Completed an NQF2 Certificate (SETA) at Fusion Outsourcing Services focusing on foundational vocational skills.
City and Guilds
Diploma in Food Preparation and Culinary Arts, Culinary Arts
2002 - 2002
Awarded a Diploma in Food Preparation and Culinary Arts through City and Guilds, covering practical culinary skills and food preparation techniques.
MS
Milnerton High School
National Senior Certificate, General Secondary Education
1997 - 2001
Completed the National Senior Certificate (Matric) at Milnerton High School with a general academic curriculum.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
South AfricaAuthorized to work in
Salary expectations
60k-100k USD
Social media
Job categories
Skills
Team ManagementCustomer ServicePerformance ManagementTraining DeliveryMicrosoft ExcelMicrosoft WordGoogle SheetsGoogle DocsAtlassian JIRASlackQuality AssuranceKPI AnalysisData AnalysisStakeholder ManagementFirst Contact ResolutionsCoachingQA Evaluation FormsTroubleshootingGmailJiraMatterRemote Team Remote
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