Experience

SnapScan

• Information Technology & Services
• 1 - 100 Employee

• Customer Experience Agent

  • Oct 2021 - Present

  Assist users and merchants via calls and emails/ticketing with their questions and queries regarding their accounts, payments, settlements, and integrations. Provide information about products and services, and ensure a positive customer journey. Providing support to team members with escalated queries and assigning tickets equally to each team member. Run and facilitate call calibrations on a monthly basis. Responsible for Merchant bank account changes, and any changes made to their accounts. Assist users and merchants via calls and emails/ticketing with their questions and queries regarding their accounts, payments, settlements, and integrations. Provide information about products and services, and ensure a positive customer journey. Providing support to team members with escalated queries and assigning tickets equally to each team member. Run and facilitate call calibrations on a monthly basis. Responsible for Merchant bank account changes, and any changes made to their accounts.



Amazon

• United States
• Software Development
• 700 & Above Employee

• Customer Service Team Manager

  • May 2017 - Feb 2019

  Leads and develops a team of up to 20 Associates and Specialists; responsible for the overall direction, performance management, coordination, and evaluation of the team to ensure high service delivery and execution.· Actively participates in and drives the continuous improvement culture through ‘kaizen’ and lean projects. Identifies and eliminates barriers to accuracy, productivity, and quality.· Achieves performance goals and objectives in line with network-wide vision and goals.· Manages the workflow of the team to maintain service levels and ensure equitable workloads among team members.· Carries out supervisory responsibilities in accordance with Amazon’s policies and procedures. Additional responsibilities include interviewing, training, and motivating employees; planning, assigning, and directing work; rewarding and disciplining employees; and effective conflict resolution.· Identifies customer-impacting issues and implements solutions and process improvements to increase customer satisfaction. Participates in cross-functional process improvement initiatives.· Assists in developing and implementing training programs to improve team’s quality and productivity.· Drives process improvements to enhance the team’s operational efficiency.· Investigates discrepancies and implements solutions.· Responds to escalations and provides root cause analysis and troubleshooting.· Performs data analysis & interpretation. Ensures quality of data through regular audits and reporting.· Responds to queries from team, internal business partners, and customers including high-level leadership teams.· Manages both internal and external key stakeholders, partnering for process enhancement.· First point of contact for escalations for any Learning Services process related issues.· Acts as a Subject Matter Expert for customers and team. Show less

• Customer Service Team Lead

  • Jun 2016 - Apr 2017

  • Ensure Service Level Agreement is maintained• Staff planning and recruitment of staff• Monitor incentive and ensure correct payment of incentive• Generate monthly feedback report and provide feedback to management• Testing and development of new systems or suggest enhancements to existing systems• On boarding of new recruits to department• Managing a team staff and striving towards a highly motivated, performance driven environment.• Developing, coaching & motivating a team to excel in performance and service delivery• Responsible for the performance management and disciplinary relations of staff.• Building and growing the team as well as identifying talent in staff members.• Developing staff with their current jobs as well as career development.• Handling the administrative functions required• Identifying quality issues and taking corrective steps by actioning quality trends• Measuring staff member’s performance against required standards.• Relationship building with internal clients to achieve objectives.• Relationship building with external partners to achieve objectives.• Takes a proactive approach• Able to multitask and meet allocated deadlines daily• Holding team meetings and communicating essential elements.• Drive results and solutions through the team - Monitoring the staff's targets/ deadlines.• Assisting with interviews Show less



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Team Manager

  • Sep 2013 - Apr 2016

  • Measuring & Managing internal customer attendance & Time Keeping• Performing quality assessments on voice customer interactions to ensure that quality and compliance standards are maintained.• Ensuring that the productivity targets for a call monitoring are met as per internal service level agreements.• Ensuring that the quality targets for call monitoring are met as per set out for KPI’s.• Manage your team’s probation period through regular performance discussions and coaching.• Deliver individual/group coaching sessions to ensure KPI Targets are met.• Drive and motivate your team to achieve targets.• Report on the overall quality of customer interaction activity per agent in your team. • Lead a team of 15 + CSA and optimally manage all staffing needs, productivity, and quality• Manage all Internal and External Customer Services complaints• Ensure company policies and procedures are communicated to the team, managing and resolving people-related problems, resolving employees conflict of interest, absenteeism, and all industrial relations matters.• Ensure the minimum Contact Centre service levels are maintained on a daily basis Show less

• Customer Service Coach

  • Nov 2012 - Aug 2013

  • Handling all new hire interaction.• Act as member of leadership for all escalated customer queries.• Coaching to meet and exceed customer experience whilst managing productivity and performance goals.• Provide all scheduled training and coaching sessions at pre-announced times

• Customer Service Advisor

  • Feb 2012 - Oct 2012

  • Handling all customer interaction, incoming telephone calls• Strive for First contact resolution on all calls where possible, utilising trained skills and knowledgebase systems• Effective stakeholder management through following of the correct escalation or transfer processes• Manage the contact efficiently while maintaining a global standard of quality• Strive to meet and exceed customer experience whilst managing productivity and performance goals.• Participate in all scheduled training and coaching sessions at pre-announced times• Fully cooperate with all monitoring and coaching activities to improve personal skills and performance results Show less



Elite Fibre

• Cape Town Area, South Africa

• Storeman

  • Jun 2010 - Feb 2012

  Responsible for is keeping track of what is available in inventory, organizing existing inventory, so it is easily and safely accessible. Responsible for is keeping track of what is available in inventory, organizing existing inventory, so it is easily and safely accessible.