Philile Shange
Team Leader
UMlazi
Summary
Organized Team Leader with proven progression at CCI from Customer Service Agent to Operations Specialist and Team Leader. Skilled in building rapport, inspiring trust, and guiding teams toward organizational goals. Adept facilitator across departments, strong mentor and trainer, consistently meeting KPIs while driving efficiency and customer satisfaction.
I believe that an organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
6
6
years of professional experience
1
1
Certificate Sabre Air Operations
Work History
Team Leader
CCI South Africa
05.2023 - 05.2026
- Went back to CCI in May 2023 as a Customer Service Agent booking flights for vacation campaigns. Transitioned to Operations Specialist for six months, resolving booking and itinerary issues. Promoted to Team Leader, leading teams, improving workflows, Meeting KPIs and managing escalations to ensure customer satisfaction and efficiency.
- Developed training materials for new hires, enhancing onboarding experience and knowledge retention.
Assistant Educator
Edward Phatudi High School
08.2021 - 03.2022
- Supported teachers with learner preparation and administrative tasks, including making copies and organizing materials.
- Facilitated classroom activities to boost student engagement and improve learning outcomes.
- Collaborated with educators to implement effective teaching strategies and resources.
- Provided mentorship and assistance to ensure smooth classroom operations.
Sales Agent
Ignition group
12.2020 - 06.2021
- Assisted clients in identifying needs and provided tailored solutions to drive satisfaction.
- Maintained professional communication standards, building rapport and trust with customers.
- Developed strong customer relationships through effective communication and product knowledge, supporting sales growth and long‑term loyalty.
Customer Service Agent
CCI
01.2020 - 11.2020
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Managed high‑volume calls while maintaining professionalism and ensuring customer satisfaction.
- Built trust and rapport through clear communication, empathy, and effective problem‑solving.
Education
Matric -
Phelindaba High School
Pretoria, South AfricaConsolidated Certificate - Microsoft Digital Literacy Productivity Programmers
Microsoft Online
Online08-2022
Skills
Customer Service
Collections
Sales
Microsoft Digital Programmer basics
Air Operations
Team Leader
Personal Information
- Date of Birth: 17/03/1998
- Nationality: Black
- Marital Status: Single
- ID Type: National Identity Card
- ID Number: 9803171149081
- Driver's License : Code 10
Certification
[Sabre Air Operations] Training - [Timeframe]
Timeline
[Sabre Air Operations] Training - [Timeframe]
03-2024
Team Leader
CCI South Africa
05.2023 - 05.2026
Assistant Educator
Edward Phatudi High School
08.2021 - 03.2022
Sales Agent
Ignition group
12.2020 - 06.2021
Customer Service Agent
CCI
01.2020 - 11.2020
Matric -
Phelindaba High School
Consolidated Certificate - Microsoft Digital Literacy Productivity Programmers
Microsoft Online