Experience

Groundglass

• South Africa
• Movies, Videos, and Sound
• 1 - 100 Employee

• Office Manager

  • Feb 2023 - Present



WNS Global Services SA

• South Africa
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Lead Associate - Operations

  • Dec 2018 - Jan 2023

  • Management of WebChat team dealing with generic customer care queries including but not not limited to sales, billing and metering enquiries. • Management of Customer Care Telephony and Emails team dealing with generic customer care queries. • Management of business KPIs • Lead Generation for Gas and Electricity Contract Renewals. This also includes new business prospecting (Cross Selling) • Meter Fault Raising after conducting investigations to determine fault. • Customer Care follow ups to ensure smooth flow of business. • Sourcing positive reviews on Trust Pilot forum. • CX (Customer Experience) follow ups with regards to sales and renewals of customer contracts. • Daily reporting using Excel. Show less



Capitec

• South Africa
• Banking
• 700 & Above Employee

• Service Consultant/2nd In Command

  • Aug 2015 - Aug 2017

  • Opening of accounts for clients • Granting credits to clients • Closing of accounts (unused and illegal accounts after verification) • Various transactions on banking systems including debit order reversals • Registration of mobile and remote banking (cell phone and app) • Liaising with Line Managements to determine key focus areas • Running of start-up meetings • Running of Team Learning Sessions for exposure to running team meetings and management of colleagues. This also includes capturing leads obtained from clients onto the telemarketing system and following up with the clients when it comes to usage. • Remote banking champ - including monitoring and follow ups of clients' usage • Follow up with fellow Consultants to determine usage • Administrative filing of documents in a proper manner (J2E) • Consulting with Line Management to determine Gap Areas and providing feedback to consultants with Low Usages and finding out how to improve those figures Service Champion • Liaising with Line management to determine gap areas with regards to service. • Utilising the One Pager Analysis to determine the previous day's service performance overall. • Being involved in planning to determine areas of improvement in service for the coming period. • Providing feedback to consultants to determine possible gaps in service efficiency. • Providing feedback to line management on previous day's service report. Other duties included driving telemarketing leads and providing feedback to line management with regards to leads and referrals obtained from clients. Show less