Experience

ER24

• South Africa
• Hospitals and Health Care
• 400 - 500 Employee

• Team Manager

  • Dec 2021 - Present

  Monitor dashboards for SLA and calls logged Establish training and development needs for agents on service provided to the different departments To ensure the effective and efficient running of the Call Centre To ensure that there is continued communication between ER24 and Hospital Management team To be a pro-active member of the Call Centre Team and support all calls. To support the Team with administrative tasks, such as the production of functional sheets, as required To respond to online queries received via e-mail and another platform of communication I ensure that the Call Centre KPIs are met Identify and escalate priority issues Maintain sheets and reports, ensure accuracy and completeness Handle and resolve complaints relating to the Call Centre in a professional and effective manner I assist in bookings and following the correct procedure for booking OT, booking amendments and making sure all processes and policies are adhered to Making sure all members of the Call Centre Team are fully informed of any changes, update on procedures Update and create weekly MI reports, monthly board reports and any other ad hoc reports for Management to be reviewed and discussed My team support other areas of the business as required with outbound calling to hospitals and system testing Show less



Edunet

• Australia
• Computer Hardware Manufacturing
• 1 - 100 Employee

• Team Leader

  • Oct 2016 - Sep 2021

  Establish training and development needs of clients throughon-going process of education Educate and train clients on the trading platform throughtechnical and fundamental k nowledge Extracting information from the client regarding their situation& portfolio Arrange appointments with clients and correspond via email &maintain relationship and guide clients Handling objections and complaints Retain clients Follow education program strictly Trade with clients on the platform Maintain customer service levels Identify and escalate priority issues Maintain sheets and reports, ensure accuracy and completeness Actively work on withdrawal saves & Complete special projectsand miscellaneous duties as prescribed by Management Monitoring staff activity and interaction with clients Assist the staff with training or any other developmentprograms & Rostering Ensure that all the quality of service is all maintained accordingto company standards Performance review Ensure that new employees are connected to the all platforms Show less



Dimension Data

• South Africa
• IT Services and IT Consulting
• 700 & Above Employee

• Team Manager

  • Apr 2016 - Jul 2016

  Create an environment orientated to trust, communicate openly, creative thinking and Provide the team with a vision of the company’s objective Motive and inspire team members Lead by setting a good examples & Coach and help develop team members Facilitate problems, solving and collaboration Ensure discussions and decisions leads towards closures Maintain healthy group dynamics & Intervene when necessary to aid the group in resolving issues Assure that the team members have the necessary training and education to perform effectively Encourage creativity, risk-taking, and constant improvement Recruit and select candidates suitable for the position Show less



OUTsurance

• South Africa
• Insurance
• 700 & Above Employee

• Outbound Agent

  • Jul 2015 - Mar 2016

  Answer calls and respond to emails Handle customer enquiries both telephonically and by email Research required information using available resources Manage and resolve customer complaints Provide customers with products and service information Enter new customer information into the system Update existing customer information onto the system Process orders, forms and applications Identify and escalate priority issues & route calls to appropriate resources Follow up customer calls where necessary Document all call information according to standard operational procedure Complete call logs & compile call reports Show less



Digital Outsource

• 1 - 100 Employee

• Online Support Agent

  • Oct 2014 - Feb 2015

  Provide our clients with online support Resolve customer queries and problems through a ticket-based support system Consistently have a positive approach and attitude at all service levels Perform and complete team related projects with minimal supervision Be aware of all the new games that are being launched Be able to do multi-chats eg, emails/web-chat and telephone Keep up to date with targets set out and clear all chats on system & willingness to learn about the business Show less



Metropolitan

• South Africa
• Insurance
• 700 & Above Employee

• Team Lead

  • Jan 2012 - Apr 2014

  Training new staff members on company policies and procedures as needed Providing regular feedback to each member of the sales team regarding their performance Coaching team members on effective sales techniques and methods for increasing revenue Developing strategies to improve sales performance through ongoing training and development Providing feedback to management regarding potential hires to ensure they are a good fit with the company culture and mission Meeting with Q&A Team to discuss client requirements and to identify their needs and recommend products or services that meet those needs Coordinating with marketing team to assist the sales to promote new products or services to existing clients Setting goals and objectives for each team member and providing regular feedback to help them improve performance Ensuring that team members have the tools they need to succeed including computers, software, cell phones, etc Show less