Open to opportunities

Shane Van Der Berg

@shanevanderberg

Message

Dedicated Team Leader focused on enhancing customer satisfaction and performance.

South Africa

Message

What I'm looking for

I am looking for a role that values teamwork, fosters growth, and challenges me to improve customer experiences.

I am a dedicated and results-driven Team Leader with a strong background in enhancing customer satisfaction and leading teams. My experience at Teleperformance has equipped me with the skills to coach agents, analyze customer feedback, and drive performance improvements. I thrive in collaborative environments where I can leverage my analytical thinking and problem-solving abilities to achieve team goals.

Throughout my career, I have consistently demonstrated my commitment to excellence. At WNS Global, I not only excelled as a Customer Service Agent but also took on the role of Personal Development Mentor, assisting new starters in their journey. My technical support experience at iiNet further honed my skills in addressing customer queries and providing effective solutions. I am passionate about fostering a culture of continuous improvement and personal development within my teams.

Experience

Work history, roles, and key accomplishments

Current

Team Leader

Current

Teleperformance

Oct 2021 - Present (3 years 10 months)

Aided agents with customer and knowledge-related queries, and coached for continuous call/chat improvement. Conducted NPS data analysis for customer feedback and provided QA feedback for specialists.

Customer Service Technical Support Data Analysis Coaching Problem Solving Quality Assurance Time Management

Lead Associate

WNS Global

Oct 2018 - Oct 2021 (3 years)

Assisted new starters as a Personal Development Mentor and served as a QA Coach. Worked in the complaints department, demonstrating strong customer service skills.

Customer Service Technical Support Quality Assurance Mentoring Problem Solving Analytical Thinking

Technical Support Agent

iiNet

May 2016 - Sep 2018 (2 years 4 months)

Provided customer service for general and billing-related queries, and offered technical support. Completed live coaching as a Floor Support/SME.

Customer Service Technical Support Billing Coaching Problem Solving Communication Troubleshooting

Education

Degrees, certifications, and relevant coursework

TEFL on the Beach

Certificate, English Language Teaching

2025 -

Currently pursuing a TEFL/TESOL certification through TEFL on the Beach, with an expected completion between February 2025 and July 2025. This course focuses on teaching English as a foreign language.

Cape Peninsula University of Technology

Unknown, Unknown

2015 - 2015

Completed studies at Cape Peninsula University of Technology in 2015. Details regarding the specific field of study and degree obtained are not provided.