Lizzane Lucas
Team Leader
Cape Town
Summary
Results-driven Customer Service and Operations Professional with a strong focus on leading customer support teams and enhancing customer satisfaction. Achieved operational excellence through effective coaching, communication, and performance management skills while managing escalations and improving retention. Demonstrated ability to develop strategies, provide training, and foster team collaboration to meet and exceed service standards.
Overview
8
8
years of professional experience
Work History
Team Leader – Customer Service & Operations
TTEC
2024.04 - Current
- Lead customer service operations while supporting customer satisfaction and retention goals.
- Manage escalations, reporting, scheduling, attendance tracking, and operational documentation.
- Coach and support customer service teams to consistently meet KPI and service quality targets.
- Improve workflow coordination and enhance customer experience through performance management and process improvements.
Team Leader – Customer Support
Ascensos
2022.01 - 2023.12
- Oversaw customer support operations, onboarding assistance, quality monitoring, and reporting.
- Supported customer experience initiatives by resolving service challenges and improving response efficiency.
- Coordinated team performance management and coaching to improve service delivery and client satisfaction.
Team Leader – Customer Service
Anthony Richards & Associates
2018.08 - 2021.11
- Led customer service representatives to enhance customer support and care quality.
- Managed scheduling, coaching, and reporting to ensure high standards in customer service quality assurance.
- Streamlined issue resolution procedures to boost customer retention and enhance operational efficiency.
Education
High School Diploma -
Portland Senior Secondary
Cape Town, South Africa 2001.04 -
Skills
- Customer Success Management
- Customer Experience
- Client management
- Customer Retention
- Escalation Management
- Operational efficiency
- Remote Team Coordination
- Team Leadership
ATS Optimized
Tailored for Customer Success Manager and Customer Experience roles using internationally recognized keywords and a clean recruiter-friendly layout.
Timeline
Team Leader – Customer Service & Operations
TTEC
2024.04 - Current
Team Leader – Customer Support
Ascensos
2022.01 - 2023.12
Team Leader – Customer Service
Anthony Richards & Associates
2018.08 - 2021.11
High School Diploma -
Portland Senior Secondary
2001.04 -