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DHL Express South Africa - Busisiwe Tshabalala


Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: DHL Express South Africa
Company Description: DHL is the leading global brand in the logistics industry. DHL’s family of divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, international express, road, air and ocean transport to industrial supply chain management. With more than 325,000 employees in over 220 countries and territories worldwide, they connect people and business
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Young Customer Service Professional of the Year - All Other Industries

Nomination Title: Busisiwe Tshabalala

Tell the story about what this nominee achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

I would like to nominate Frontline Supervisor Busisiwe Tshabalala as young Customer Service Professional of the year for her dedication to customers and passion towards leading her staff over the past year.

Busi was a high flying Frontline Advisor who’s leadership potential was recognized and she was allowed an opportunity to temporarily look after a team of 15 advisors after the sudden departure of one of the most tenured supervisors. Busi took on the role without any previous leadership, and not only did she maintain the standard set by the previous supervisor, but instead, created a brand new culture and surpassed many of the records set.

After several months of standing in, a supervisor position became available and due to Busi’s dedication to the stand-in role, she was well prepared and therefore successfully interviewed, and obtained the position. She had achieved something in a year and half which, according to our Customer Service Roadmap, should take an advisor 3 - 4 years to achieve.

Busi did not stop at this, and continued to excel with her team. Her team averages in terms of Upselling, Adherence and Sales were the highest in the centre for most months, and her team’s up-selling of 90% was an all-time record for the call centre, and 40% higher than the Sub Saharan Africa target of 55%! She achieved these results by maintaining high energy and engagement levels in her team. She used innovative methods towards call quality using role-plays and calibration sessions with her advisors to get them to coach them and motivate them to achieve results.

There was also a high level of development in the team. Busi’s advisors excelled under her supervision, and she has had several promotions from her team, including a Key Accounts Executive, and Quality assessor.

Other achievements – Busi won Employee of the Quarter this year due to her results with her team. She also successfully championed many major sales campaigns in the department which contributed to the department winning a Stevie Award for department of the year last year. She just recently ran a week of fun activities for Customer Service week, engaging staff daily with different activities, games, treats etc. She takes staff motivation serious, and is therefore always at the centre of motivational activities and campaigns.

Last month there was also a new system launched in a different department which impacted service delivery across the business. Although this was not part of her function, Busi quickly up-skilled herself to understand the system and requested access and began assisting with queues in a different function altogether. She then also trained her advisors, and due to their help, we were able to offer substantial assistance to the company, and really showcase team spirit that she embodies.

Over and above all of this, Busi has also just completed her marketing degree. What makes her efforts even more outstanding is the fact that she attended classes after work, and not once ever compromised the quality of work she delivered, or missed a deadline.