Open to opportunities

Marcelle Dlamini

@marcelledlamini

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Team leader with customer service, project management, and digital media expertise.

South Africa

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What I'm looking for

I seek a role where I can lead teams, improve service performance, coach staff, and manage operations in a collaborative, growth-focused environment.

I am a driven team leader with ten years' customer service experience, one year in project management, and four years in digital media, focused on delivering measurable improvements in performance and customer satisfaction.

I have supervised teams up to 12 agents, moved underperformers into top performers, handled escalations, and led coaching, compliance, and performance reporting to meet SLAs and KPIs.

I also managed administrative and operational tasks across private and corporate settings—travel coordination, payroll support, stock control, and client liaison—bringing strong communication, problem-solving, and relationship-building skills.

Experience

Work history, roles, and key accomplishments

Team Leader

Loveholidays

Jan 2024 - Jan 2026 (2 years)

Supervised a team of 12 agents, improving 60% of the team from bottom performers to top performance and mentoring two agents into leadership roles while ensuring SLAs and KPIs were met.

Team Leadership Performance Management Customer Service KPI Tracking Coaching Reporting

Customer Service Specialist

Outworx International

Apr 2023 - Apr 2024 (1 year)

Ensured accurate customer-ready travel itineraries and coordination with international suppliers, consistently achieving performance KPIs and awarded Top Agent for Customer Satisfaction.

Customer Service Travel Coordination Supplier Management KPIs Communication Multilingual Support Quality Assurance

Freelance Project Manager

Private Companies

Jan 2021 - Dec 2021 (11 months)

Planned and managed events and projects, facilitated deals with subcontractors, and handled administration and onboarding tasks for multiple clients between January and December 2021.

Project Management Event Planning Contractor Management Administration Onboarding Negotiation Budgeting

Nurse & Travel Administrator

Wellness Odyssey

Nov 2019 - Dec 2020 (1 year 1 month)

Coordinated medical appointments and company travel, managed nurse timesheets, payroll preparation, and medical stock control to ensure compliance and timely service delivery.

Medical Administration Inventory Control Scheduling Confidentiality Compliance

Client Liaison Consultant

Multichoice

Mar 2015 - Jul 2019 (4 years 4 months)

Resolved customer inquiries across live chat, email and social media, managed complex issues including payments and digital streaming, and maintained strong stakeholder relationships to drive satisfaction.

Live Chat Support Email Support Social Media Support Stakeholder Management Customer Satisfaction Streaming Communication

Credit Control Agent

Edcon Financial Services

Jun 2013 - Jan 2014 (7 months)

Assessed and managed customer credit requirements, oversaw payment management and account reconciliation, and liaised with store partners to maintain seamless credit operations.

Account Reconciliation Credit Blocks Removal Credit Control Negotiation Operational Excellence Time Management