Mpume Nduli

Led multi-team operations to achieve business performance, client satisfaction, and profitability goals. Managed recruitment, onboarding, coaching, and development of team leaders, implementing performance improvement plans and team engagement strategies.

Directed daily operations across various client accounts, managing workforce planning, performance reporting, and service delivery. Championed attrition reduction and team engagement programs, partnering with clients to improve service outcomes and campaign growth.

Managed multiple campaigns across sales and service, developing reporting dashboards and implementing performance insights. Led outbound sales teams with a focus on conversions and retention, delivering coaching and real-time feedback to improve agent performance.

Oversaw quality assurance for inbound and outbound campaigns, providing performance insights and driving compliance. Led outbound sales teams with a focus on conversions and retention, delivering coaching and real-time feedback to improve agent performance.

Oversaw quality assurance for inbound and outbound campaigns, providing performance insights and driving compliance. Handled correspondence for clients, ensuring timely and accurate communication.

Completed a National Diploma in Contact Centre Management, focusing on advanced strategies and operational excellence within the contact center industry. Gained expertise in managing contact center operations, optimizing performance, and enhancing customer satisfaction.

Obtained a Diploma in Hotel Management, covering various aspects of hospitality operations, customer service, and business administration. Developed skills in managing hotel services, ensuring guest satisfaction, and overseeing daily operations.

Completed secondary education with a focus on core academic subjects, preparing for further studies and professional development. Achieved the Grade 12/Matric qualification, demonstrating foundational knowledge across various disciplines.