Open to opportunities

kevin rilityana

@kevinrilityana

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Customer service professional specializing in team leadership, coaching, and high-quality client support.

South Africa

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What I'm looking for

I seek a customer-focused role where I can lead and coach teams, resolve escalations, improve KPIs, and contribute to a supportive, growth-oriented company culture.

I am a highly motivated customer service professional with extensive experience in BPO and retail environments, promoted through roles including SME Floor Walker and Team Leader. I excel at resolving escalations, meeting performance targets, and delivering consistent service in both remote and on-site settings.

I have a strong track record of training and mentoring new hires, monitoring team performance, and providing actionable coaching to improve onboarding success and customer satisfaction. My background includes hands-on front-line service, sales support, and adherence to quality and SLA standards.

I communicate fluently in English and IsiXhosa and bring proven interpersonal skills, conflict resolution, and time management to roles that value service excellence, team development, and operational reliability.

Experience

Work history, roles, and key accomplishments

Team Leader / SME Floor Walker

Amplify5

Feb 2023 - Jun 2025 (2 years 4 months)

Promoted to SME Floor Walker (Mar 2023) and Team Leader (Jul 2023); managed and coached a team of customer service agents, handled escalations, and improved onboarding through training and performance feedback.

Team Leadership Coaching And Training Escalation Management Performance Monitoring Onboarding Customer Service

Customer Service Agent

Teleperformance SA

Sep 2019 - Jun 2022 (2 years 9 months)

Handled inbound and outbound customer calls remotely, resolved technical and service issues while meeting performance targets and maintaining high customer satisfaction scores.

Customer Service Outbound Calling Remote Work Technical Support Time Management Performance Targeting Communication

Customer Service Agent

Capita

Sep 2016 - Oct 2018 (2 years 1 month)

Responded to customer inquiries via phone and email, resolved complaints within SLA, and maintained accurate case notes to ensure high customer satisfaction.

Customer Support Email Support Case Management SLA Customer Satisfaction Communication Record keeping

Sales Consultant

Truworths

Jan 2015 - Jun 2016 (1 year 5 months)

Assisted customers with purchases and styling, managed store displays and stock replenishment, and processed transactions while resolving client concerns to maintain sales performance.

Retail Sales Visual Merchandising stock replenishment Upselling Inventory Management Customer Service

Crew Member

KFC

Jan 2013 - Nov 2013 (10 months)

Provided front-counter service, processed orders and cash transactions, prepared food adhering to hygiene standards, and ensured order accuracy during an 11-month tenure.