Langelihle Mswane

Customer Service Team Lead @ Response BPO

About

Dedicated and results-driven professional with a National Diploma in Transport Management and extensive experience in customer service, call centre leadership, supply chain management, and procurement. Adept at leading high-performing teams, optimizing operational processes, and delivering exceptional customer experiences. Key Strengths: Proven leadership in managing call centre teams to exceed KPIs and service targets. Expertise in supply chain management, procurement, and fleet administration. Strong problem-solving, communication, and interpersonal skills. Proficient in Microsoft Office Suite and CRM systems. Passionate about continuous learning and contributing to dynamic teams. Committed to fostering a culture of excellence and innovation in every role.

Country

South Africa

City

KwaZulu-Natal

Industry

Logistics & Supply Chain

Skill

Customer Service Representatives, Troubleshooting, Procurement, Fleet Maintenance, Product Service, Interpersonal Communication, Mathematics, Self-Management, Easily Adaptable, Technical Support, Computer Science Education, Management of multi-disciplinary teams, Port Operations, Call Center Administration, Good Dynamics, Lifelong Learning, Document Management Systems (DMS), Procurement Management, Compliance Oversight, Microsoft Office

Experience

Customer Service Team Lead

Response BPO

2025-5 - Present · 1 yr 5 mos

Officer

IEC Ward 17, UThungulu District

2011-7 - Present · 15 yrs 3 mos

Verified voter eligibility and managed voter roll. Issued and recorded ballot papers in accordance with procedures. Monitored polling stations for compliance and efficiency. Assisted voters to ensure a smooth voting process.

Operations Analyst

Transnet National Port Authority

2011-6 - Present · 15 yrs 4 mos

Conducted time studies on truck turnaround times to identify delays. Analyzed operational data and compiled detailed spreadsheets. Assisted in developing recommendations for operational efficiency. Collaborated with port operations staff to gather field data.

Customer Service Team Lead

CCI South Africa

2022-3 - 2025-5 · 3 yrs 3 mos

Manage daily team operations to ensure achievement of customer service and sales targets. Provide leadership, coaching, and support to agents to drive high performance. Monitor quality and compliance to company and client standards. Handle escalations and resolve customer complaints efficiently. Conduct performance appraisals and provide feedback for continuous improvement. Report on team metrics, KPIs, and service levels to management.

Customer Service Representative

CCI South Africa

2020-2 - 2022-3 · 2 yrs 2 mos

Delivered professional customer service support via voice and webchat channels. Handled technical support and troubleshooting queries. Assisted customers with billing inquiries and account management. Logged customer interactions accurately into CRM systems. Met and exceeded service quality and sales conversion targets. Maintained a high level of product and service knowledge.

Supply Chain Management Intern

Department of Correctional Services

2013-12 - 2014-11 · 1 yr

Processed procurement orders and maintained supplier databases. Controlled and updated fleet management records and petrol card allocations. Verified assets, updated asset registers, and conducted inventory reconciliations. Oversaw filing, document control, and compliance reporting.

Administration Clerk

Blueprint Internet Café

2013-2 - 2013-5 · 4 mos

Performed general administrative duties and front desk management. Operated switchboard and directed incoming calls appropriately. Maintained filing systems and handled document management.

Administration Clerk

Pollution Control Services

2012-9 - 2012-12 · 4 mos

Managed order placement, procurement tracking, and supplier communications. Compiled and compared quotations for procurement processes. Controlled fleet vehicle assignments and maintenance records.