Lusanda Ndlovu

Audited 15–20 agent calls per day to evaluate performance and compliance against quality standards. Trained agents on tailoring promotions to customer characteristics and verified all available options were presented.

Handled guest bookings and inquiries by phone, resolving complaints to maintain guest satisfaction. Served as a front desk representative for all Hilton brands worldwide, providing global property guidance.

Ensured service level agreements were consistently met across the team. Conducted call monitoring and coaching, managed escalations, and prepared weekly and monthly performance reports.

Supported UK-based customers with mobile network issues, billing queries, and account management. Processed SIM activations, upgrades, and tariff migrations, and coached team members.

Managed telesales operations and online order processing. Trained new employees on the Oracle system and coordinated warehouse order processing and courier tracking.

Provided travel-related customer support for inbound and outbound calls. Assisted with ticket sales, reservations, and rebookings, maintaining quality and KPI standards.

Developed sales strategies and sourced new business, pitching solar solutions to corporate clients. Maintained relationships with key solar installation partners and facilitated site evaluations.

Managed call centre operations, set performance targets, and drove operational efficiency. Oversaw recruitment, training, and performance reviews, and handled escalated complaints.

Managed high-profile client accounts and event operations, liaising between business partners.

Attended The London School of Business.