Open to opportunities

Thuthu Ngubane

@thuthungubane

Message

Customer service leader driving retention, team performance, and data-driven service improvements.

South Africa

Message

What I'm looking for

I seek a customer-focused role where I can lead teams, reduce churn, apply data-driven improvements, mentor staff, and grow into broader operational leadership.

I am a motivated customer service leader with over five years of experience in fast-paced BPO environments, focused on driving retention and improving service quality through data-driven strategies.

I have led and mentored teams as a Team Leader and Retentions Team Leader, designed and delivered training, managed escalations, and used KPI analysis to reduce churn and boost performance.

I bring strong communication, problem-solving, and operational skills, plus technical proficiency in Microsoft Office, Adobe Creative Cloud, and Python, and I thrive on fostering positive team cultures and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Team Leader

Current

Capability BPO

Dec 2024 - Present (1 year 1 month)

Lead and oversee a customer service team to meet performance targets, provide training and mentorship, and use KPI analysis to drive service improvements and issue resolution.

Team Leadership Mentorship KPI Analysis Training Development Customer Retention Quality Assurance

Retentions Team Leader

Capability BPO

Aug 2024 - Nov 2024 (3 months)

Led a retentions team to implement strategies that reduced churn and improved satisfaction, analyzed KPI trends, and delivered training to optimize retention outcomes.

Customer Retention Team Leadership KPI Analysis Escalation Management Customer Feedback Analysis Reporting

Customer Service Team Leader

Capability BPO

Dec 2022 - Jul 2024 (1 year 7 months)

Oversaw daily contact center operations, implemented quality control and training programs, and used KPI monitoring and feedback analysis to improve service levels.

Quality Assurance Training Development KPIs Customer Feedback Analysis

Subject Matter Expert

Capability BPO

Jun 2021 - Nov 2022 (1 year 5 months)

Provided real-time guidance and coaching to agents, conducted quality checks, managed escalations, and produced performance reports to enhance service delivery.

Coaching Onboarding Escalations performance reporting Resource Support

Customer Service Representative

Capability BPO

Oct 2020 - May 2021 (7 months)

Managed retail customer orders, investigated and resolved overdue payments, and performed administrative tasks while delivering responsive customer support.

Order Processing Customer Support Communication Time Management