Zinhle Khathi
@zinhlekhathi
Contact Centre Team Leader at Concentrix, leading 15 advisors across UK service, sales and retentions campaigns.
South AfricaWhat I'm looking for
At Concentrix, I lead and coach a team of 15 advisors supporting UK customer service, retentions and sales campaigns. I also support daily operations, track KPIs and SLAs, and provide management cover as an Operations Point of Contact.
Previously, I supported UK retail customers on the Currys UK Campaign and handled service, retention and live chat support for TalkTalk UK. I’m available for remote customer service and contact centre opportunities, with a professional home-working setup and reliable high-speed internet.
Experience
Work history, roles, and key accomplishments
Lead and coach a team of 15 advisors within UK customer service, retentions and sales campaigns. Support daily contact centre operations, including KPI tracking, SLA management, and customer experience.
Provided customer service, appliance sales, and order management support to UK retail customers. Handled customer enquiries, delivery concerns, order issues, and escalations.
Delivered customer support within a high-volume contact centre environment. Managed customer queries, complaints, and service resolutions while maintaining quality standards.
Customer Service Agent
CCI
Jan 2019 - Mar 2021 (2 years 2 months)
Managed inbound customer service, retention, and live chat support for UK customers. Resolved billing, technical, and service-related queries with a strong focus on customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Durban Academy Hoërskool
Matric, General
Completed matriculation in 2013.
Concentrix
Aspire Programme, Leadership Development
Participated in the Aspire Programme.
CCI
Step Up Leadership Development Programme, Leadership Development
Completed the Step Up Leadership Development Programme.
FDP
HIV Counselling & Testing, Health
Completed HIV Counselling and Testing training in 2018.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Salary expectations
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