Siphesihle Nkosi

• Manage a hybrid role supporting both B2B consolidation, case management and frontline customer service
• Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
• Mitigated conflicts by providing timely and effective solutions to disputes raised by customers.
• Developed strong relationships with customers fostering brand loyalty and repeat business.
• Participated in team meetings sharing best practices for improving service delivery.
• Assisted customers with product complaints, logging issues for investigation and providing replacement items.
• Trained new hires for improved productivity and efficiency on the job floor.
• Monitor and manage B2B Consolidation deliveries and case management tickets and collaborate with Business account managers.
• Resolved complex issues thus reducing downtime and costs.
• Invested time in employee mentoring, boosting morale and performance rates.
• Streamlined processes for improved business efficiency.
• Coordinated internal resources, effectively meeting project deadlines.
• Managed and resolved client escalations, preserving client relationships and satisfaction.
• Awarded the opportunity to work with work force management on secondment as a real-time analyst and scheduling

Real-Time Analyst Duties:

• Proactively monitored service levels and managed real-time queue performance across DE, UK, and IE marketplaces, covering Phone, Chat, SMS, and Email channels.

• Aligned staffing resources in real time to live volume trends, maintaining SLA goals and occupancy targets through confident, independent decision-making.

• Conducted daily Lookahead Analysis to forecast upcoming volumes, headcount availability, and coverage gaps—delivering actionable insights to optimize daily operations.

• Supported intraday recovery through rapid, data-driven adjustments, collaborating with WFM, Scheduling, and Operations stakeholders.

• Independently managed daily tasks such as tracking and reporting absence data, actioning ad-hoc requests via ticketing systems, and flagging at-risk intervals.

• Helped maintain an average of 86% service level on phones and 87.4% on digital channels across EU during secondment, directly contributing to KPI stability.

Scheduler Responsibilities:

• Designed and deployed shift schedules for internal frontline teams and partner sites (including TELUS and Sunderland), ensuring coverage aligned with volume forecasts and efficiency targets.

• Adjusted scheduling strategy based on real-time shrinkage patterns, staffing availability, and Lookahead insights to support long-range planning and day-to-day success.

• Partnered with Real-Time Monitoring to anticipate changes and create flexible scheduling options for high-impact intervals or events.

• Contributed to shift bids and new hire scheduling, collaborating with capacity planning and site leads to optimize workforce utilization.

• Demonstrated strong Verint and WFM tool usage, quickly ramping up in system navigation and independent decision-making in a high-paced environment.

Key Strengths Demonstrated:

• Adapted quickly to a dynamic, fast-paced environment—earning the trust of senior WFM team members and operating with minimal supervision.

• Exhibited strong problem-solving instincts and an “answer-first” mindset when approaching service-impacting issues or escalations.

• Built positive relationships with Scheduling teams, WFM peers, and market managers across EU, helping facilitate seamless communication and collaboration.

• Shown capability to take on more responsibility, including data analysis and potential weekend shift ownership.

• Create and influence positive perceptions that employees have about their experiences at work in response to their interactions with our organization.
• The point of contact for events and meetings
• Ensuring that our employer brand is being clearly communicated in all events.
• Events / meeting planning. Event management for EU and Global company events and meeting - town hall conference for over 200 employees online and offline events
• Created and managed meeting and events online and offline for DE - UK - IE associates and leaders - including spring into wellness all company fitness and health challenges - summer and winter party
• Ensure safety and catering needs for all employees
• Build relationships with stakeholders and set up new vendors - creating strong relationships
• Budget planning with senior leaders - host event briefing meetings
• Collaborate with stakeholders and other departments to create exciting activities and events and new recognition programs for EU
• Building an engaged and empowered workforce and culture

• Maintained system and account security through regular testing and servicing.
• Recommend account upgrade and account merge for North America, German and United Kingdom to meet evolving business requirements.
• Advised on Information and communications account policy and process improvements.
• Assess requests for account deletion
• Awarded the opportunity to work with the Employee Experience team as an Engagement and event Specialist - created and managed meeting and events online for DE - UK - IE associates and leaders Improved operations and resolved problems while delivering exceptional service.

• Effectively communicated with Customers.
  
• Contacted customer to follow up on purchases, suggest new merchandise, and inform them about promotions.
  
• Provided exceptional customer service and resolved customer complaints and disputes
  
• Provided an elevated customer experience to generate loyal clientele.
  
• Handled customer escalations and complaints
  
• Conducted group coaching and individual one -one coaching for team and individuals with an opportunity to improve on KPI targets
  
• Managed difficult customer interactions by educating customers on our new policies to guarantee customer satisfaction.
  
• Collaborate with other department leader to create customer support strategy evaluated individual knowledge, skills and strengths and assigned team positions.
  
• I was part of the team that was chosen to test chat pilot for Wayfair
  
• I was part of the team that was chosen to part of the Cisco jabber pilot, which introduced a new way of communication in Wayfair over all.
  
• Awarded the opportunity to work with the Global privacy team as a Data protection officer on secondment.
  
  
  

• United Advertising group –, Direct sales door to door sales / fundraiser trainer criteria / managing 5 team members worked in 2 different campaigns Enthusiastic approach, convert , handle objections and close Answered customers' questions regarding products, prices and availability.
• Emphasized product features based on analysis of customers needs.
• Completed 80-120 doors daily cold calls, with an average customer conversion rate of 5 daily Set up new accounts, established customer credit, and set up payment methods.
• Maintained friendly and professional customer interactions at all times.
• Increased seasonal sales through targeted selling in line with current marketing initiatives and promotions.
• Cultivated loyal, profitable customer relationships, asking open-ended questions to assess and cater to individual needs.
• Fostered positive relationships with customers to enhance loyalty and retention.