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Kate Adekanle

@kateadekanle

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Call Centre Manager at MORKALIO REVENUE SOLUTIONS who improved team attendance from 80% to 96%.

South Africa

Message

At MORKALIO REVENUE SOLUTIONS, I managed day-to-day call centre operations and supported teams of approximately 25–35 agents. I used Excel reporting and dashboards to monitor performance and share operational insights.

As Team Leader at MORKALIO REVENUE SOLUTIONS, I introduced structured attendance follow-up that contributed to improving attendance from 80% to 96%. I also supported quality assurance practices associated with a reported 96% QA score.

At VVM, I supported the daily coordination of debt collections agents and helped maintain service quality and customer communication standards. I began there as a Call Centre Agent, handling customer interactions about outstanding accounts and capturing payment arrangements.

Experience

Work history, roles, and key accomplishments

Call Centre Manager

Morkalio Revenue Solutions

Jan 2025 - Jan 2026 (1 year)

Managed day-to-day call centre operations, leading teams of 25–35 agents and coordinating recruitment, staff development, and attendance oversight. Used Excel reporting and dashboards to monitor performance and communicate insights to stakeholders.

Excel Dashboarding Performance Monitoring Team Leadership Recruitment Collections Operations

Team Leader

Morkalio Revenue Solutions

Jan 2015 - Jan 2025 (10 years)

Supervised collections teams in a high-volume, target-driven environment, coaching agents through performance reviews and quality feedback. Improved attendance from 80% to 96% through structured follow-up and supported quality assurance with a reported QA score of 96%.

Team Leadership Coaching Performance Management Quality Assurance Attendance Management Collections

Team Leader – Debt Collections

VVM

Jan 2014 - Jan 2015 (1 year)

Supported daily performance and coordination of debt collections agents, providing guidance, coaching, and operational oversight. Helped maintain service quality and customer communication standards while working towards collections and productivity targets.

Debt Collection Team Leadership Coaching Client Communication Performance Monitoring

Call Centre Agent – Debt Collections

VVM

Aug 2013 - Aug 2014 (1 year)

Managed customer interactions relating to outstanding accounts, explained account information, and captured payment arrangements in line with operational processes. Built foundational experience in customer communication, account resolution, and collections processes.

Client Communication Account Resolution Collections Payment Capture