Open to opportunities

Thabisa Tshotshoza

@thabisatshotshoza

Message

Call centre leader with 5+ years improving customer service and team performance through coaching.

South Africa

Message

What I'm looking for

I’m looking to leverage my 2IC/Acting Team Leader experience to lead a customer service team—coaching others to exceed targets while maintaining empathetic, accountable service quality.

I’m a motivated, results-driven call centre professional with over five years of experience delivering excellent customer service, including acting as 2IC and Acting Team Leader. I monitor individual and team performance, provide feedback, and help teams reach and exceed targets through coaching, mentoring, and performance monitoring.

I’ve supported onboarding and training new recruits, helped fresh staff with processes, and handled customer inquiries, escalations, and refunds professionally. My approach balances empathy with accountability, and I bring leadership exposure through reporting, quality assurance, workflow coordination, and technical support on escalated queries.

Experience

Work history, roles, and key accomplishments

Current

2IC / Acting Team Leader

Current

MSC Cruises SA

Apr 2023 - Present (3 years 1 month)

Served as 2IC and acting team leader, supporting management and stepping in to lead the team when required. Monitored individual and team performance and assisted with onboarding and training new recruits to strengthen early performance.

Team Leadership Performance Monitoring Coaching Mentoring Onboarding Customer Service Team Collaboration Time Management

Customer Service Representative

Webhelp EasyJet

Jun 2021 - Apr 2023 (1 year 10 months)

Provided customer service support for a specialty department, handling inquiries, escalations, and refunds professionally. Helped fresh staff with processes to improve performance and reduce error rates.

Customer Service Escalations Communication Conflict Management Team Collaboration

Acting Team Leader (3 mo)

Merchants Rain Telecom

Aug 2020 - Apr 2021 (8 months)

Acted as team leader for three months, overseeing day-to-day operations to ensure targets were met. Supported leadership with reporting and quality assurance, and managed escalated calls to achieve strong resolution and customer satisfaction.

Reporting Quality Assurance Escalations Customer Satisfaction

Customer Service Representative

Merchants Vodacom

Apr 2020 - Aug 2020 (4 months)

Handled escalated customer queries and provided technical support, creating new orders and processing refund requests. Collaborated with leadership to improve team performance and customer experience.

Customer Service Technical Support Escalations Customer Experience Communication Conflict Management Team Collaboration