Experience

Sefeko (Pty) Ltd

• South Africa
• Security and Investigations
• 1 - 100 Employee

• Customer Service Manager

  • Jun 2021 - Present

  Management- Drive and lead the customer service team- Assist with the recruitment, selection, and evaluation of potential candidates- Develop the team and team leaders through training, coaching and mentorship- Recognize team accomplishments- Ensure team members have the required resources to deliver quality work- Compile the shift schedule in accordance with company practices and legislative requirementsPROCESS COMPLIANCE AND IMPROVEMENT- Oversee the daily operations of the department- Identify and instill best practices and processes- Ensure team members comply to company processes and procedures- Utilize performance data to improve processesPerformance Management- Develop and implement a departmental strategy- Set specific performance goals and compile action plans for the department- Develop objectives for the department’s day-to-day activities- Maintain and improve customer service operations and practices- Monitor and report on customer service performance against agreed deliverables- Analyze customer service data and prepare reports to top management Monthly- Discipline team members according to set standardsCustomer Relations- Identify, build and maintain relationships with key role-players- Develop a thorough understanding of the customer’s business and industry- Assist the team leader escalates customer queries and report to the engineering team when required.- Collaborate with the Sales Manager to address customer’ needs and implement growth strategies

• Customer Support Team Lead

  • Jun 2017 - Jun 2021

  Management Tasks:• Trainer and Manager of Customer Service and Customer Success Representatives.• Monitor and evaluate the quality of inbound and outbound telephone calls & emails as well as overall incident management quality assurance. • Coach and develop the team to ensure they are delivering against key business metrics.• Act as an escalation point for customer satisfaction issues that were of a highly sensitive and timely nature.• Confer with members of the management team to provide leadership and direction to employees throughout the Support department.• Presenting findings to software development and business user teams• Detect and document bugs so that defects may be discovered and corrected.• Participate in application planning meetings.• Test development incidents before escalation and collect evidence for incidents.Customer Success:• Having an in-depth understanding of our customer’s needs by implementing a proactive strategy for supporting the customer’s desired business outcomes. • Improving customer onboarding processes.• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by a local support team.• Monitor and keep track of the health of accounts and support or respond to any outstanding alerts or red flags before they escalate and become major issues.• Customer AdvocacyProcess Development:• Responsible for creating and managing customer support policies and procedures.• Assembles reports to document process status and changes.• Communicates findings and proposals to upper management.



Britehouse

• South Africa
• Information Technology & Services
• 200 - 300 Employee

• Customer Support Team Leader

  • Nov 2008 - May 2017

  Management Tasks:• Development of consistent reporting mechanism to customer groups.• Training and development of key staff to develop and implement a feasible succession plan from junior management upwards.• Development and implementation of customer survey and feedback strategy to support continuous improvement.• Regular analysis of calls to establish trends and root causes.• Ensure that any new software integration into the organization's systems meets functional requirements, system compliance, and other specifications.• Work with Business Unit Team to establish business requirements into Application specifications.• Develop all documentation necessary for the proper use of the application: user guides, operating procedures, etc.



Absa Group

• South Africa
• Financial Services
• 700 & Above Employee

• Credit Card Consultant

  • Mar 2007 - Nov 2008

  Responsibilities:• Servicing cardholders, branches, and internal clients• Ensuring that the quality of the information provided to clients is in line with Absa’s standards and image.• Identifying and reporting system problems and call trends to Management.• Assisting new team members with training, development, and succession• Interacting with different departments to identify any trends that might impact service delivery of the Customer Care Centre Responsibilities:• Servicing cardholders, branches, and internal clients• Ensuring that the quality of the information provided to clients is in line with Absa’s standards and image.• Identifying and reporting system problems and call trends to Management.• Assisting new team members with training, development, and succession• Interacting with different departments to identify any trends that might impact service delivery of the Customer Care Centre