Experience

Kijiji Canada

• Canada
• Technology, Information and Internet
• 200 - 300 Employee

• Support Specialist

  • Dec 2017 - Present



Merchants SA iiNet Australia

• Customer Service Manager

  • Sep 2014 - Present

  • Responsible for the mentoring and development of 15 customer service/ technical support customer service representatives and 1 senior customer service representative. • Adhere to HR policies and procedures to provide a fair and consistent approach to managing staff and, where necessary, conduct counselling and disciplinary hearings• Managing and coaching advisors• Achieving the attrition, absence and adherence targets• Ensuring accurate payroll management and minimising administration errors and overpayments• Supporting where required with the Recruitment and Learning and Development team to define specific recruitment and training needs• Provide daily feedback on performance and general information cascade to team and conduct agreed levels of team sessions• Ensure delivery of client KPI's within team• Manage and develop the operational client relationships• The continuous identification and implementation of operational best practice through interaction with the wide team• Conduct agreed performance scorecard reviews and performance review sessions for team members providing feedback on performance and associate development plans• Ensure team members follow required company guidelines• Ensuring all appropriate compliance requirements are met• Update monthly team performance statistics and credit reports.



Webhelp SA

• Team Manager

  • Jan 2014 - Sep 2014

  • Managing and coaching advisors• Achieving the attrition, absence and adherence targets• Ensuring accurate payroll management and minimising administration errors and overpayments• Supporting where required with the Recruitment and Learning and Development team to define specific recruitment and training needs• Understands customer service and ensures that their team members deliver professional customer service in a timely manner• Driving the achievement of key performance areas and SLA to ensure business outcomes are achieved • Inspire, lead, engage, coach, develop and motivate a team of dynamic & successful customer-facing agents to deliver the best service in the client industry.• Conducts daily remote and side by side coaching to ensure performance concerns are managed quickly and efficiently



Capitec Bank Ltd

• Team Leader

  • Jan 2012 - Jan 2014

  • To ensure that a high quality service is delivered to all Capitec Bank branches by informed, knowledgeable, high energy staff, and through motivation, coaching and the development of the Helpdesk Agents. A strong focus will be on effectively leading the Helpdesk Team to contribute to the achievement of the business objectives by enabling Agents to meet agreed set targets whilst not losing focus on client service within the Business Support Centre.• Short term planning; daily planning & prioritizing of activities• Making provision for the unexpected• Adhere to service and quality standards• Ensure communication to staff and management through meetings, team briefings and “one-on 1”sessions• Analyse performance data to develop individual and team performance• Prepare daily, weekly and monthly reports on team performance against targets• Monitor and provide feedback on team and individual's daily performance against set targets• Develop team and individual strengths and weaknesses through constant on-the-job coaching sessions and monthly discussions• Identify training needs for the team/individuals and actions their resolution• Maintain good discipline and time-keeping within the call centre• Interview and select new recruits• Analyse performance data to develop individual and team performance• Motivate and recognise performance in team and individuals in order to improve or maintain

• Cash Planner

  • Jul 2008 - Jan 2012



British American Tobacco SA

• Customer Service Advisor

  • Dec 2007 - Jul 2008



The Carphone Warehouse UK

• Customer Service Agent

  • May 2006 - Dec 2007



Budget Insurance UK

• Insurance Sales Advisor

  • Sep 2004 - Aug 2005