Lutho User

I’m a Strategic and results-driven Team Leader with proven experience leading operations, driving process improvement, and strengthening knowledge management practices in high-performance environments. I optimise workflows, implement structured knowledge-sharing systems, and improve team efficiency through data-driven insights.

At Yoco Technologies, I lead a high-performing support team delivering on KPIs including CSAT, AHT, and Quality metrics. I analysed recurring operational issues to identify process gaps, then facilitated coaching and training to strengthen knowledge transfer and team capability.

I also collaborate with cross-functional stakeholders to enhance workflows, systems, and access to critical information, contributing to the development and standardisation of internal processes and documentation. Earlier roles at Yoco and WNS Global Services strengthened my customer support execution, compliance focus, and fraud risk detection through transaction monitoring and behavioural analysis.