Amamda Mdlazi

I am a results-driven Team Leader and Assistant Manager with proven experience in leading high-performing service teams within global outsourcing environments. Currently at EXL, I lead a team of 21 consultants, focusing on operational excellence, KPI delivery, performance management, and service quality. I am known for my structured leadership style, sound decision-making, and ability to drive measurable outcomes while maintaining strong governance and compliance standards.

My professional foundation was shaped at Huntswood, where I developed strong capabilities in escalation management, stakeholder communication, and customer-centric operations. I am currently pursuing a Higher Certificate in Law at University of South Africa (UNISA), which strengthens my analytical thinking and governance awareness. I lead with integrity, accountability, and a clear focus on sustainable performance.

I have extensive experience in customer service operations and team leadership within fast-paced, high-performance environments. I currently serve as a Team Leader and Assistant Manager at EXL, where I lead a team of 21 consultants, oversee KPI performance, manage escalations, and drive service quality through coaching and performance management. My role focuses on operational efficiency, customer satisfaction, and consistent delivery against business targets.

Previously, I gained strong operational and leadership experience at Huntswood, where I progressed from Customer Service Advisor to Team Leader. During this time, I handled complex customer queries, supported sales and ticketing operations, trained new agents, and consistently achieved high customer satisfaction scores.

I completed a Higher Certificate in Law in 2025 at the University of South Africa (UNISA). This qualification strengthened my understanding of legal principles, governance, compliance, and administrative processes, enhancing my analytical thinking and decision-making in regulated and corporate environments. I completed my Grade 12 at Palmview Secondary School in 2015, which provided a solid academic foundation for my professional development.