Agentsybpo

Meet the Team – Agentsybpo

Our custodians of success

Farah Lippert

Farah Lippert

CEO & Founder

Nicole Appel

Nicole Appel

Head of Travel and Hospitality

Keanu Vieira

Keanu Vieira

Director of Global Procurement & Outsourcing 

Zola Nomvete

Zola Nomvete

Head of Training & Development

Khaleel Arnold

Khaleel Arnold

Head of PR & Marketing

Team Guy

Bradd Peacock 

Head of Procurement  

Leticia Johnstone

Leticia Johnstone

Head of Client Experience

Not your
average CEO

A proud alumnus of the University of Liverpool (UOL) and CEO of The Agentsy BPO, Farah Lippert completed her Masters and holds degrees in both Global Business and Psychology. She also completed her certification in both Strategic Leadership and Online Marketing and PR with the University of Cape Town (UCT).

Farah’s career started as a call centre agent where she dealt with  cold call sales, progressed to customer service and support and eventually management. It is here where her passion for people began.

Since then, Farah has been instrumental in business model development where she strategically led and developed several contact Centres servicing industries such as Travel & Hospitality.

She is proficient in both outbound and inbound contact centers where under her leadership her teams dealt with Sales and Marketing, Customer Service, Lead Generation, Collections, and both B2B and B2C Sales and Support to name a few.

Farah has a legacy of being well versed with working with regulating bodies. She has been instrumental in streamlining operations, increasing revenue and reducing costs to maximize any business’s profits. This has stood many of her clients in good stead. A decisive and strategic leader with a demonstrated track record of success in Leadership, Farah offers 20 years of Business Operations, Sales & Marketing along with an entrepreneurial, forward-thinking mindset and demonstrated track record of accomplishment.

Specialisations

Farah specializes in effectively running and continuously optimizing business development, expansion & operations. Proven talents in building strategic partnerships with stakeholders, conflict resolution and driving necessary change.

Co-founder of previous Business Process Outsourcing company and Onyx Group Holdings, Farah spearheaded the organization from every aspect including their subsidiary companies.

Achievements

Whilst at the helm, the organization achieved World’s leading Travel Club in 2015.Later on, Farah won and accepted the Arch of Europe award in Frankfurt in the Gold category in 2017 for IT & Business model Innovation. Farah’s management style is objective-driven and will result in immediate tangible, strategic change.

Having developed SOPs within strategic departments such as IT, Finance, Service Delivery, PR and Customer Care, Farah has a vast array of capabilities to ensure the implementation of any Board’s vision.

Farah Lippert

Farah Lippert

Please see below CEO biography and the LinkedIn profile.

Nicole Appel

Nicole Appel

With 20 years of experience in the Travel and Tourism trade, Nicole has a true passion for travel.
This multi-lingual travel professional is proficient in English, Afrikaans and Spanish. She has traveled
extensively and has circumnavigated the globe no less than six times during her decade long cruise
career onboard Princess Cruises and the Yachts of Seabourn.

Certified in Galileo, Amadeus and HubSpot to name a few. She has the ability to navigate any travel
problem and comes with an impressive contact list bolstered by solid relationships with Travel
suppliers globally.

With her extensive first-hand destination knowledge and superior customer service ethos, she has
captivated the travel industry and is a name that is hardly unrecognized. She has experience in
Corporate, Leisure, Retail and Wholesale Travel. Her leadership style is people centric and solutions
driven.

Whenever in doubt or a problem arises within our Travel Department, Nicole is the go-to
person. Some would say it is as if she thrives in a high pressurized environment.

Keanu Vieira

Keanu Vieira

Having formed part of the business development team of a previous BPO- Contact center, Keanu Vieira finds joy in making new connections and fostering solid relationships between businesses irrespective of the industry. Keanu completed his BBA at the IMM institute and has aspirations of completing his MBA by 2024.

Proficient in most CRMs, Keanu has a long list of awards and accolades in both the Sales and
Marketing environment. His innate obsession to detail is not only a benefit to our organization but drives his natural ability to set up,negotiate and conclude mutually beneficial agreements. His passion for clients and relationships built within the industry is inspiring to many.

His business acumen comes from his years spent as a commercial broker. Having to source his own leads, cold call, broker and close HNW deals it is no wonder he understands the contact center agent’s as well as his clients’ needs, frustrations and motivating factors to name a few.

Zola Nomvete

Zola Nomvete

Nokuzola Nomvete is a Durban bred female that obtained her BCOM degree at UKZN. Through
education and past experiences, she has acquired persuasive techniques that are crucial for the work
environment.

Her work experience includes facilitation at Omalo Trading, where SETA accredited courses were
being taught. She is proficient in new venture creation modules and soft skills courses like customer
service, office management and intergenerational communication to name a few. She was also a
project manager for a very successful construction company. These roles have groomed her to
possess leadership skills that allow her to be able to interact with diverse populations and age
groups.

Nokuzola is an avid trainer and motivator and has a target orientated mindset which aids her in
achieving her long and short-term goals. Operationally, our business benefits from her positive work
ethic as she has displayed the ability to implement all of the above traits.

Khaleel Arnold

Khaleel Arnold

Khaleel studied at Stellenbosch University where he obtained his Visual & Performing Arts Degree. In 2006 he started working at The Dialogue Group where he was tasked to work on various campaigns such as Barclays Bank (Savings), and British American Tobacco (Direct Store Sales, SAP trained), then he went on to travel to the USA for two years to work and study through the American Hospitality Academy on a Cultural Ambassador Visa where he obtained his diploma in Events and Hospitality Management.

Upon his return to RSA, he worked as a Front of House Manager for FIFA at the FIFA World Cup in 2010. After this, he became one of the pioneers that started Amazon in Cape Town South Africa. After 2 months as a Customer Service Agent at Amazon, his love for people and can-do attitude led him to become a Team Leader and, later, Digital Lead.

During his time at Amazon, he obtained the PR Award for Media Relations. During this time Amazon awarded him with 192 Shares after his Performance Review where he was rated as Asset to the Business.

In 2012 Khaleel went into the digital & traditional PR & Marketing skillset building his client and media network with which he still has valuable relationships to this day. Since 2016, his portfolio has expanded to the Travel & BPO industries.

Team Guy

Bradd Peacock

Bradd is a multifaceted professional with extensive experience in assistant operations management within the BPO industry. His journey commenced as a tele sales agent, where his exceptional performance not only exceeded client expectations but also propelled him into a leadership role as a team manager for agents.

In addition to his corporate achievements, Bradd has established himself as an accomplished singer-producer and an adept mix and mastering engineer, infusing his work with a unique blend of creativity and technical finesse. His immersion in the entertainment and commercial industries has equipped him with a valuable skill set to establish robust relationships, leveraging his character and extensive network to forge strong connections within the BPO sphere.

Moreover, Bradd brings valuable insights into procurement, further augmenting his skill repertoire. His dynamic approach to operations, coupled with his creative mindset, enables him to navigate complexities effectively while fostering an environment that encourages innovation and adaptability.

Leticia Johnstone

Leticia Johnstone

We call Leticia Johnstone Mother Hen and stepping into her department the reason for this immediately becomes palpable. Her leadership and philosophy in managing individuals and their portfolios has been the catalyst for many of our staff’s and her own accelerated career growth. Leticia’s career started in the Call Center industry back in 2009 doing Lead Generation. Soon after that Leticia’s natural leadership ability became obvious and she was promoted to Office manager in 2010.

Since then, she has excelled in every department in the contact center environment doing so mainly on a Senior level. Successful positions held by Leticia, includes Marketing manager, Office Manager and Sales Manager where she managed 3 remote Sales teams whilst they were on the road.

Leticia’s natural inclination for support and problem solving spearheaded her role into Customer Support Officer and then Senior Customer Liaison Officer where she was responsible for tasks including conflict and query resolution, settlements of bad debt, and working directly with the local regulatory bodies such as the NCC- National Consumer Commission and the CGSO-Consumer Goods Ombudsman.

Her list of accomplishments and awards includes Top Manager, Top Marketing Manager as well as the award for the highest efficiency levels in respect of query resolution. This resulted in her being awarded many international incentive trips across the globe. Her career made her a bit of a globetrotter. Any client of The Agentsy is lucky if their account lands on her desk as her passion for people, support and customers will stand any organization in good stead.

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