At Response BPO, I progressed from Team Leader to Junior Department Manager and led four concurrent US and UK campaigns across voice, chat, sales and back-office operations. Performance tracking, data analysis and operational improvement drove an average 20% growth per campaign.
I coached and developed 20 Team Leaders on performance management and leadership capability. Through structured coaching and customer experience initiatives, I improved CSAT by 15% and NPS by 10% within six months.
At Discovery Limited, I managed complex member, broker and provider queries across phone and digital channels. I resolved escalated cases with billing, claims and compliance teams, recorded interactions in Salesforce CRM, and turned recurring complaints into training material and knowledge base documentation.
Alongside full-time employment, I’ve completed part-time AI training and data projects, including annotation, LLM response evaluation and QA review. I’ve also supported English and isiZulu linguistic validation, localisation and cultural review.
