Experience

• 

  Pepper Advantage

  • General Manager

    • Jul 2022 - Present

• 

  Murehwa Holdings Pte Ltd

  • Central, Fiji

  • Managing Director

    • Mar 2021 - Present
    • Central, Fiji

• 

  Mindpearl

  • South Africa
  • Outsourcing/Offshoring
  • 700 & Above Employee

  • Contact Centre Manager

    • May 2015 - May 2021

    Key Duties: • Develop and lead the implementation and delivery of the shared service transformation programs, alongside the corporate commitment to ensuring efficient, cost effective service delivery and continuous improvement.• Contribute to the development and implementation of all strategic plans for the contract center to enhance profitability.• Continuously review work processes and implement changes to improve efficiency and cost effectiveness of the contact centre.• Work effectively with existing & potential clients, maintaining a high level of knowledge of client markets, products, and service, acting as the primary contact for client requests and queries.• Take responsibility for the effective operation and delivery of the workforce strategy within the team, including ensuring that staff appraisals and career planning are undertaken regularly, in line with the vision for the service and the adopted workforce strategy.• Conduct one-to-one meetings with the Managers to promote continuous improvement and identify performance management, training, development, and resourcing needs.• Oversee Managers to ensure leave processing, return to work interviews, employee counseling, and payroll approvals are conducted in a timely manner and according to Mindpearl policy and procedure.• Act as client liaison as required, ensuring information is communicated to the team and support units as appropriate

  • Customer Sales and Service Manager

    • Nov 2013 - May 2015

    • Assist the Call Centre Manager with the supervision and performance monitoring of Supervisors and Quality Analysts to achieve specified performance standards and service targets.• Managing the performance of individual CSSRs and providing appropriate coaching and development.• Improve customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analysing results.• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.• Maintain accurate records and document all customer service activities and discussions.• Assess service statistics and prepare detailed reports on your findings.• Manage the approved budget of the customer service department.• Create effective customer service procedures, policies, and standards.• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.• Generating sales leads, building sustainable relationships where necessary.

  • Quality Assurance Specialist

    • Mar 2012 - Nov 2013

    • To coach and develop agents to modify their performance/behavior to facilitate a high level of customer service.• Evaluate, analyse and document quality of customer contacts to ensure compliance with client specified standards provide feedback on Agents in terms of quality of calls and emails assessed against defined evaluation criteria.• Design and develop (quality initiatives) programs to ensure on-going quality improvement.• Perform quality evaluations and audits on all events, providing individual feedback on a regular basis to all team members; suggesting and following up on agreed performance improvement strategies • Evaluate systems, analyse data, evaluate technology and establish quality control procedures • Compute and provide detailed quality feedback to Team Leaders and Trainers • Provide timely reports to management and client on quality results and recommendations for improvements

  • Resolution Desk Specialist

    • Sep 2011 - Mar 2012

    • Support Team Leaders by acting as a first point of ‘help desk’ contact for Customer Sales & Service Representatives (CSSR) seeking advice and assistance. • Delivering a high level of customer service and sales by handling customer contacts as directed in a focused and efficient manner.• handling escalated calls and actioning non voice work (queues and emails)

  • Customer Sales and Service Representative

    • Oct 2010 - Sep 2011

    • Handling inbound and outbound customer enquiries utilising available contact center systems and programs.• Demonstrate excellence in customer service in all dealings with customers, in accordance with Mindpearl and client policies, procedures and values.• Identify the customer’s needs, up sell additional products/services and offer personalised service in line with quality and training directives.• Complete administrative tasks relating to servicing and resolving customer requests in a focussed and efficient manner.• Maintain efficient control of queues.• Deal with customer complaints in a professional manner within Mindpearl and client guidelines.