Experienced Team Lead with a demonstrated history of working in the telecommunications industry. Skilled in Customer Service, Sales, Telecommunications as well as Airline Customer Care and Sales and Leadership. Strong in research of new ways to improve communication within agent population. Recently completed NQF 4 level in Contact Centre Manager and also inhouse course STAR which focused on commercials as well as Team Leader development. Currently supporting Operations Managers within Metro By T-MOBILE customer services campaign to ensure SLA with coachings as well as Upskilling Team Leaders with reporting, data analyzing and interpretation. Upskilling on Net Promoter Score and how to drive the KPI as well as exceptional customer service and FCR7 (customer repeats).Recently move to Western Cape CCI South Africa in a team leader role for a Airline within USA. My role is to support, coach and develop agents street to seat as well as Performance Coaches who have been newly appointed.