Experience

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  Outworx Contact Centre

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

  • Senior Operations Manager

    • Jul 2023 - Present

  • Department Manager - Customer Service

    • May 2022 - Jul 2023

    -Head up department operations with 3 sub‑departments ‑Inbound Sales, VIP Customer and Escalations- Ensure the successful delivery of operational targets according to clientagreements- Review daily service levels, customer experience, quality and compliancemeasures- Identify and highlight opportunities for service and processimprovements to Head of Operations- Engage with Client on a weekly basis to address operational issues andservice delivery- Provide daily direction and communication to Team Managers on department performance

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  MANCOSA

  • Durban, KwaZulu-Natal, South Africa

  • Call Center Manager

    • Jan 2021 - Apr 2022
    • Durban, KwaZulu-Natal, South Africa

    - Oversee customer service national contact centre operations and toincrease operational efficiencies and customer satisfaction.- Develop & implement service centre turnaround strategy by executingaction plans aligned to the organizational strategic plan and ensureregular feedback and evaluations are conducted to measure theeffectiveness- Enhance systems operations and reporting by initiating new buildprojects for CRM and telephony platforms to ensure continuousimprovement and efficiency.- Analyse statistics by use of reporting tools and compile accurate reportsand action plans needed to enhance service and customer satisfactionsurvey results.- Achieved 143% year on year SLA increase in the first quarter andincreased productivity levels by 70%.

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  Executive Wealth Management Group

  • Durban, KwaZulu-Natal, South Africa

  • Contact Center Manager

    • Jan 2020 - Nov 2020
    • Durban, KwaZulu-Natal, South Africa

    - Oversee sales operations and administration of the call centre and ensureoperations outcomes are in line with business expectations.- Recruitment, training and systems access set up, including diallermanagement and provide coaching and agent development on acontinuous basis to ensure customer service, productivity and salestargets are met.- Manage escalations from the MD’s office as well as from agents and drawreports, analyse, identify trends, consolidate and present to seniormanagement on a weekly basis.

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  Private Property

  • Durban Area, South Africa

  • Client Relationship Manager

    • Sep 2017 - Sep 2018
    • Durban Area, South Africa

    • Establish and maintain a professional and profitable relationship with business accounts through advertising sales and support.• Ensure monthly targets are met and exceeded as well as grow my portfolio revenue• Provide training and video conferences with clients as well as their business partners• Conduct account analysis in order to maximize account performance• Manage relationships between the business owner and their service providers • Cold calling new business nationally to advertise on our platform as well as VAS products• Administration of all new contract/product sign ups and systems access for clients • Forecast sales projections in line with department sales plans and targets• Create and maintain a healthy sales pipeline that is x3 my monthly target• Follow up with default accounts ensuring payments are made in line with contract

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  Xhumeka Services

  • Gauteng

  • Director

    • Mar 2015 - Aug 2017
    • Gauteng

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  MultiChoice

  • Gauteng

  • Client Services Supervisor

    • Jan 2013 - Feb 2015
    • Gauteng

    Manage a team of customer service agents and ensure all customer call are resolved in a professional and courteous mannerCompile team performance and CRM reports and present to senior management Conduct data analysis, identify trends and shortfalls and act to address these accordingly Develop and implement customer service strategies in effort to reduce call volumes and increase FCRMonitor adherence to schedule, quality control ,attendance and call centre service levelsEnsure timesheets are captured accurately and submitted in a timely mannerHandle escalation calls and conduct root cause analysis Create an environment that is conducive to high performance and inspires energy

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  Velociti BPO

  • Durban

  • Customer Service Team Manager

    • Aug 2010 - Dec 2012
    • Durban

    Manage customer service consultant in daily call centre operations Provide them with tools to increase service levels both to internal and external customersEnsure team performance is in line with SLA agreements through active monitoring Have knowledge of the retail market including different distribution channels such as e commerceWrite and present monthly performance reports and conduct monthly evaluationsImplementation of new and existing business policies Collaborate with fellow managers to create strategic plans on enhancing customer satisfaction Follow internal HR processes when required and sanction the relevant disciplinary measure

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  Nashua Mobile

  • Durban Area, South Africa

  • Customer Service Agent

    • Jun 2006 - Aug 2008
    • Durban Area, South Africa