Experience

Universal Health Care

• United States
• Insurance
• 100 - 200 Employee

• Client Service Manager

  • Jun 2014 - Present

   Planning and implementing call centre strategies and operations, improving and introducing systems.  Creating processes and managing staff  Conducting needs assessments, performance reviews, capacity planning, production analysis and reviewing and enhancing process to drive efficiency in the environment  Conducting extensive coaching sessions, mentoring and developing team leaders and staff in the environment  Implementing process to ensure that teams operate as a cohesive unit  Recruitment of staff and facilitating the entire process from placing the advertisement to ensuring that staff are fully trained within the environment.  Providing reports and presentations to all stakeholders in business  Ensuring effective budgeting within the environment  Creating SOP’s within the environment and creating process to ensure compliance with policies.  Follow through with HR procedures and disciplinary process if necessary  Create and maintain staff morale to ensure a conducive working environment  Create all call centre guidelines and process and also create a QA process in the environment.  Enhance operational effectiveness of the environment and create growth opportunities within for staff.  Research and investigate latest trends in the industry to create best practice Show less



Discovery Limited

• South Africa
• Financial Services
• 700 & Above Employee

• Client Service Manager

  • Apr 2012 - May 2014

• Team Leader

  • Jan 2008 - Apr 2012