Michelle Sithole

I’m a results-driven customer operations professional with experience leading teams, training new hires, and delivering quality assurance across healthcare support, insurance, reservations, CRM systems, and customer service. I progressed from Customer Service Representative to Trainer & Quality Analyst and then to Team Manager, building a track record of coaching, operational excellence, and problem-solving.

As a Team Manager at DashBPO, I managed a team of 12–20 customer service agents across healthcare, insurance, and reservations. I coached and developed agents through regular feedback and performance reviews, handled escalations and operational issues, and owned attendance, reporting, and operational performance while delivering insights to improve productivity and compliance.

Earlier, as a Trainer & Quality Analyst, I facilitated onboarding and refresher training, conducted quality evaluations, coaching sessions, and calibrations, and created training guides, SOPs, and learning materials. I also supported CRM adoption and continuous process improvement, while handling inbound scheduling, insurance verification, billing, and reservation enquiries as a Customer Service Representative.