Xihluke Makasani
@xihlukemakasani
Call Centre Team Leader at Spider Orchid, coaching operators and evaluating call quality.
South AfricaWhat I'm looking for
At Spider Orchid, I prepare daily operational statistics, assign leads to operators, and evaluate call quality. I also coach operators and prepare weekly reports for partners.
Before becoming Call Centre Team Leader, I worked as a Quality Assure at Spider Orchid, reviewing customer orders and coordinating delivery tracking. As a Call Centre Agent (Healthcare Consultant), I handled client calls and processed orders through a CRM system.
My experience also includes customer service at FNB, cashiering at Chicken Licken, and administrative support at the Department of Education and the Department of Justice and Constitutional Development. I hold a Bachelor of Business Administration and certificates in data entry, virtual assistant training, occupational health and safety, cashiering, and TEFL.
Experience
Work history, roles, and key accomplishments
Call Centre Team Leader
Spider Orchid
Jan 2025 - Present (1 year 9 months)
Prepare and analyze daily operational statistics, manage timesheets, leave, and attendance, and coach operators to enhance performance. Conduct market research and distribute weekly reports to partners.
Quality Assure
Spider Orchid
Sep 2024 - Dec 2024 (3 months)
Reviewed and approved customer orders via CRM platforms, assisted clients through intercom chats and email, and coordinated with logistics to track deliveries.
Call Centre Agent (Healthcare Consultant)
Spider Orchid
Jan 2023 - Aug 2024 (1 year 7 months)
Sold healthcare supplements and provided product information, processed orders via CRM, and handled inbound/outbound calls, chat, and email inquiries.
Cashier
Chicken Licken
Mar 2022 - Dec 2022 (9 months)
Managed customer orders at the counter and drive-thru, communicated orders to kitchen staff, handled payments and invoices, and maintained cleanliness and stock inventory.
Educational Assistant
Department of Education
Jan 2021 - Jun 2021 (5 months)
Ensured a safe and sanitized learning environment, conducted temperature screenings, managed data entry, and provided administrative support to staff and educators.
Admin Clerk Assistant (Casual worker)
Department of Justice and Constitutional Development
Jan 2020 - Mar 2020 (2 months)
Conducted asset verification and managed logistics, drafted official documents, maintained inventory records, handled incoming calls, and organized files.
Managed high-volume inquiries using CRM platforms, processed credit card orders, account activations, and cancellations, and supported team collaboration to resolve customer issues.
Education
Degrees, certifications, and relevant coursework
Professional Institute
TEFL (Teaching English as a Foreign Language, 120 hours), Teaching English as a Foreign Language
TEFL (Teaching English as a Foreign Language, 120 hours) certification from Professional Institute in 2026.
EduCourse
Data Entry Certificate, Data Entry
Data Entry Certificate from EduCourse in 2026.
EduCourse
Virtual Assistant Training Certificate, Virtual Assistant
Virtual Assistant Training Certificate from EduCourse in 2026.
EduCourse
TEFL (Teaching English as a Foreign Language), Teaching English as a Foreign Language
TEFL (Teaching English as a Foreign Language) certification from EduCourse in 2026.
EduCourse
Occupational Health and Safety Certificate, Occupational Health and Safety
Occupational Health and Safety Certificate from EduCourse in 2026.
Chicken Licken Training Department
Cashier Certificate, Cashiering
Cashier Certificate from Chicken Licken Training Department in 2022.
PC Training & Business College
Bachelor of Business Administration, Business Administration
Bachelor of Business Administration degree from PC Training & Business College in 2015.
E.P.P Mhinga Secondary
National Senior Certificate, General
National Senior Certificate (Grade 12) from E.P.P Mhinga Secondary in 2011.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Salary expectations
Social media
Job categories
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