Team leader

• Led team of 20 to achieve KPI targets, and successfully complete assigned projects.

• Evaluating Team Performance. Klaus's system.

• Customer service on chat 'Respond APP'.

• Maintained confidential records, safeguarding sensitive corporate information.

• Fostered a high-performing environment to drive productivity and quality. • Improved customer satisfaction

through close collaboration with the team.

• Ensured adherence to company policy by all team members, maintaining professionalism at all times.

• Coordinated daily tasks, ensuring smooth workflow within the team using the Notion app.

• Translated senior management directives into actionable front-line policies and implemented changes with

staff.

• Prepared reports, and helped correct problems.

• Followed opening, closing and shift changeover procedures for seamless operations.

• Professionally handled difficult customer complaints and objections to maintain first- class customer service

standards.

• Reported on team performance to higher leadership, proactively offering action for areas of improvement.

• Prioritised tasks according to urgency and importance, optimising workload allocation among team members.

• Devised actionable plans towards achieving set business objectives within deadlines.

• Conducted regular performance reviews to identify areas of improvement for each team member.