Yanda Mavuya

Quality Assurance Lead

Patrianna

Jun 2025 - Current (1 year)

Managed a team of quality assessors who evaluate interactions and tasks performed by the Player Operations, Risk and Payments Teams. Oversaw and managed quality assurance processes for Customer Support, Risk & Payments teams, ensuring full compliance with internal policies, industry standards, and regulatory requirements. Led, mentored, and supported a team of 6 Quality Assessors. Conducted in-depth analysis to identify inefficiencies and areas for improvement, collaborating with cross-functional teams to implement optimized and scalable solutions. Performed regular audits and assessments to evaluate the performance of the QA team and the effectiveness of QA frameworks. Monitored SLA adherence across teams and managed and refined customer s

Player Operations Lead

Patrianna

Apr 2025 - Jun 2025 (3 months)

Led a diverse global team overseeing KYC, Risk, and Payment Operations, ensuring seamless multi-shift coverage and consistent service delivery. Managed real-time issue resolution, drove operational improvements, and collaborated cross-functionally to align performance, compliance, and enhance customer experience. Managed essential tasks and workflows that contribute to achieving business goals while championing a high-performance, customer-first culture. Oversaw shift planning, workload balancing, and performance coaching. Adjusted/Updated existing payment and risk processes to enhance customer experiences. Delivered compliance-focused process improvements. Provided leadership on escalations, driving quick resolution and service quality upl

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10bet Support Team Leader and 10Cric VIP Team Lead

Edcobrite

Oct 2022 - Mar 2025 (2 years 6 months)

Led a frontline customer support and VIP team responsible for general customer support, VIP account management, and vetting of player accounts to ensure AML compliance, fraud and risk standards. Ensured operational success by aligning the 10bet South African operation with global iGaming standards. Played a pivotal role in supporting the team to enhance customer relationships, driving business growth, creating a high-performance culture, and ensuring regulatory adherence within the iGaming industry. Trained and developed customer support specialists. Managed VIP account managers and supported them in growing customer loyalty. Handled escalated Responsible Gambling and compliance cases. Utilised CRM and Engagement systems to analyse and impr

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Betway Snr Customer Relationship Specialist

Osiris Trading Super Group

Oct 2019 - Sep 2022 (3 years)

Served as a customer relationship specialist and team coach, handling customer interactions, providing support to internal departments, and ensuring consistent service excellence. Played a central role in turning detractors into brand advocates, boosting customer loyalty, and supporting operational development. Provided Omni channel customer support and managed critical escalations. Supported specialists on achieving their KPIs, performed QA evaluations, and ensured the team was up to date with process changes. Managed VIP customer portfolios using CRM tools and strategies to improve engagement with customers, provide support and generate revenue. Maintained high CSAT/NPS scores. Investigated escalated customer complaints involving bets, ca

Ford of Britain Customer Relations Team Lead

Percepta

Jan 2016 - Dec 2018 (3 years)

Set up the UK customer support / case management centre and led a team of case managers who managed Ford of Britain customer cases. Drove high customer satisfaction and timely resolution through live NPS/CSAT tools. Maintained operational collaboration between the team in South Africa and the frontline support team in the UK. Focused on developing talent to create a training and QA department. Managed recruitment, onboarding, and training for UK-aligned support operations. Delivered KPI-focused coaching. Collaborated closely with UK stakeholders to enhance customer experiences. Surpassed upselling targets. Assisted the Ford South Africa team with crisis management after hours providing additional support South African customers during a cri

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Vodafone Customer Support Team Leader

Webhelp (Rebranded to Concentrix) - BPO

Jan 2014 - Dec 2016 (3 years)

Led a team handling Vodafone UK customer support, billing support and 1st Level tech support interactions for Pay Monthly Phone Plans and Home Broadband Service. Ensured KPI delivery through coaching, task delegation, and continuous development, while maintaining a positive and productive team environment. Delivered regular training to adapt to product and process changes. Supported performance improvement through feedback and behavioural coaching. Ensured process adherence to UK telco standards and regulations. Promoted a positive team culture and work environment. Created and promoted high rewards incentive programmes monthly to motivate staff performance.

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Vodacom Customer Support Team Leader

WNS Global Services - BPO

Jan 2010 - Dec 2014 (5 years)

Managed a dynamic team of inbound agents serving Vodacom's customers. Played a central role in workforce development, performance management, and change initiatives, while representing the team in strategic monthly reviews with Vodacom. Delivered weekly KPIs through team coaching and continuous training. Spearheaded recruitment and onboarding for creating high-performing teams. Strengthened client relationships through consistent business reviews with Vodacom weekly. Collaborated on change management and HR process execution during the redeployment of Vodacom Customer Support agents to BPOs, assisting ex-employees with the change and providing support.

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