Mbali Radebe
@mbaliradebe
Customer experience specialist and call centre lead focused on KPI-driven results.
South AfricaWhat I'm looking for
I am a results-driven customer experience professional with over five years of call centre experience and three years as a remote lead administrator. I consistently met KPIs—including a 95%+ customer satisfaction rating, 98% schedule adherence, and average call resolution under four minutes—while managing high-volume interactions and using Salesforce to drive conversions.
I excel at qualifying leads, upselling, handling escalations, and supporting sales teams, routinely exceeding monthly targets by 25–30% and administering 90+ qualified leads daily with an 80% conversion to sales appointments. I bring strong communication, time-management, and problem-solving skills to roles that require empathy, accuracy, and a commitment to positive brand experience.
Experience
Work history, roles, and key accomplishments
Customer Experience Lead
Tracker Connect
Aug 2020 - Nov 2024 (4 years 3 months)
Led lead qualification and contracting operations, administering staff applications and assisting walk-in customers, improving lead-to-contract throughput and operational efficiency.
Customer Experience Agent
Tracker Connect
Aug 2018 - Jul 2020 (1 year 11 months)
Managed dealership and fitment center contracts, provided product knowledge and scheduling, and sold value-added services to increase contract conversions.
Call Center Agent
Vodacom
Jun 2012 - May 2015 (2 years 11 months)
Handled customer retention, contracting, upgrades and cancellations, and resolved queries and complaints to maintain service continuity and satisfaction.
Till Operator & Weekend Manager
Woolworths
Apr 2010 - May 2012 (2 years 1 month)
Operated cashier duties and managed the children's department on weekends and public holidays, ensuring smooth transactions and customer service.
Education
Degrees, certifications, and relevant coursework
Victory Training College
N6 Diploma, Electrical Engineering
2009 - 2009
Completed an N6 Diploma in Electrical Engineering in 2009 at Victory Training College.
Topaz Secondary School
Grade 12, General Secondary Education
2007 - 2007
Completed Grade 12 (matric) at Topaz Secondary School in 2007.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
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