Ngxongwana - Team Leader - East London, EC, South Africa

Nondumiso Ngxongwana

East London, EC, South Africa


Team Leader

Work History

Telesales Team Leader

IQ Academy

February 2010 - September 2013


• Enforce Company Policies and Procedures
• Monitor and Report Achieved Production
• Compile daily & weekly Reports and Report Senior Management
• Co-ordinate Motivational Drives to increase revenue
• Track teams daily, weekly and monthly KPI'S
• Extract and Analyze Statistical Data
• Develop and Propose Strategies to Management
• Increase efficiency Rate within the Team
• Regular Communication of Performance
• Coach and Develop skills within Team Members
• Implement new ways of thinking and selling
• Evaluate and Recommend improvements to standard operating procedures, business rules and work processed to enhance sales.
• Motivate Staff
• Identify Training needs

Quality Evaluator

Real People

November 2008 - January 2010

• Assessing calls to measure level of service being provided to clients
• Identify and report problem areas, trends, training needs
• Demonstrate good procedural skills and effectively use the system
• Apply problem solving skills
• Provide feedback on agents errors
• Facilitate training sessions when required

Call Centre Sales Agent

Real People Telesales

March 2007 - November 2008

• Market product to customers over the phone
• Ensure I reach the daily KPI's
• Exercise good customer service, sales techniques, build rapport, negotiation skills and listening skills
• Update the system accordingly
• Ensure efficient conversion ratio
• Participate in call centre drives
• Implement training and coaching

Personnel Officer Gr

Department of Public Works

January 2002 - December 2002


• Capturing leave on Persal
• Capture and calculate leave, IOD, Gratuity
• Handle Queries
• Take calls, respond to emails
• Liaise with Registry
• Compile reports

Qualifications & Certifications

Sales Training

Customer Service & Supervision in a contact centre, Contact centre Operations


Cambridge High School

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