I am blessed to have worked in various leadership positions managing teams throughout my career at key South African financial institutions. In these roles, I have garnered expertise in effective team management, call centre operations, efficient complaint resolution, successful communication skills and quality management systems. My managerial responsibilities involved headcount management, training and coaching the employees, ensuring they work according to key work processes, conducting quality assessments and KPI reviews on a regular basis for my team. I have also been involved in the resolution of complaint management by dealing with inbound and outbound queries where I had to utilise effective communication to resolve matters swiftly and ensure customer satisfaction. I would describe myself more as a leader rather than a manager and believe in working alongside the people in my team and motivating them towards achieving our company’s business goal.