KMKarabo Lynton Moeng
@karabolyntonmoeng
Customer service and operations leader driving escalations, QA, and digital transformation.
South AfricaWhat I'm looking for
I am a customer service and operations leader with over 10 years of experience in financial services and contact centre management, focused on escalations, quality assurance, and team leadership.
I have directed teams handling 1,600+ monthly escalations with a two-hour turnaround and sustained 80%+ customer satisfaction, and implemented an AI-driven QA system to increase audit coverage from 10% to 80%.
I lead process optimization, workforce planning, and compliance initiatives (POPIA, FSCA, FICA), chaired the Market Conduct Forum to align policy and fair client treatment, and drove digital support improvements across Zendesk, WebChat, WhatsApp and CRM platforms.
I combine data-driven decision-making, stakeholder management, and coaching to build high-performing teams and reduce repeat complaints, while delivering measurable service excellence in regulated environments.
Experience
Work history, roles, and key accomplishments
Escalations, QA & New Business Manager
Momentum Metropolitan
Aug 2021 - Apr 2024 (2 years 8 months)
Led a team of 3 specialists managing 1,600+ monthly escalations, achieving 2-hour resolution times and 80%+ customer satisfaction; implemented an AI-driven QA system that increased audit coverage from 10% to 80% and enforced SOPs to ensure POPIA and FSCA compliance.
Digital Support Specialist
Momentum Metropolitan
Jan 2020 - Jul 2021 (1 year 6 months)
Optimized digital support channels and Help Center, reducing client response times to 15 minutes and launching WebChat that increased online engagement by 50%, while integrating reporting tools to improve decision-making.
Escalations Service Specialist
Momentum Metropolitan
Dec 2019 - Dec 2020 (1 year)
Delivered first-time resolution for escalated inquiries to protect reputation and reduce risk, and supported cross-functional initiatives to improve escalation handling efficiency.
Service / Device / Retail Service Specialist
Momentum Metropolitan
Jul 2010 - Nov 2019 (9 years 4 months)
Provided front-line client support across service, device setup and retail channels, consistently achieving 80%+ CSI and first-time resolution while receiving 3 Customer Service Excellence Awards.
Call Centre Agent
Umvuzo Medical Aid
May 2008 - Jun 2010 (2 years 1 month)
Handled inbound and outbound client calls to resolve claims and service inquiries, ensuring accurate call logging and adherence to service standards.
Education
Degrees, certifications, and relevant coursework
Rhodes Business School
Certificate, Leadership / Professional Development
Completed the MMI Junior Leadership Program certification focused on leadership and innovation in 2023.
Queensburgh Boys High School
Matric Certificate, General Secondary Education
Completed Matric (National Senior Certificate) in 2004.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
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