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Network Power<100 people
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Investor & VC
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Startup Founder
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IT
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Ukraine
Work Background
Positive IntelligenceB2B Coach Channel Manager
Jul. 2023Remote
Positive IntelligenceMental Fitness Coach
May. 2021
International Coaching FederationCertified ICF ACC Practitioner
Aug. 2020
SmartMobileChannel Manager
May. 2017 - Jan. 2020Cape Town Area, South AfricaBuilding relationships with external stakeholders.
Achieve and exceed monthly sales and activations targets consistently on a monthly basis;
New channel identification & roll out to increase applications and activations.
Driving operational performance of service providers through identification of training on processes to improve efficiency, with key focus on quality and customer experience in line with strategic plans and objectives; Assist with designing, developing, amending and implementing new and existing processes to provide effective solutions;
Maintaining and improving sales by identifying and resolving problems; recommending solutions;
Preparing operational performance reports through collation of information; analysing and identifying trends; summarizing data;
Work in conjunction with all internal departments relating to problem resolution, capacity planning and business growth;
Upholding and building of key service providers relationships and company values; management of outsourced service providers with regards to quality, performance and SLA’s, and the impact on customers;
Feedback to suppliers regarding performance, ideas and suggestions for improvement; Liaise with service providers and internal teams to ensure the timely and successful delivery of our processes according to supplier and customer needs;
Operate as the lead point of contact for any and all matters specific to our service providers;
Communicate clearly the progress of monthly/quarterly initiatives and incentives;
Forecast and track sales daily across our service providers;
Assist with high severity requests or issue escalations as needed;
Utilize, review and update the service provider base;
Increase the company’s sales profits;
Prepare and distribute information from the company to service providers; Respond to supplier communications or queries and resolve any issues; Thorough understanding of all operational systems, with focus on driving sales, quality and fulfilment.
MultiChoiceCallcenter Manager
Jan. 2017 - May. 2017Johannesburg Area, South AfricaCustomer Management
85% of Calls to be answered in 30 seconds
Total staff complement 2500
Structure compliment 600
Customer Satisfaction across all touch points 85%
Call Transfers to be less than 5%
Customer Effort score 80%
People Management
Coaching, CEC Coaching targets met
People Development
Monthly Performance Review targets met for all levels
Operational Management
Contact Centre Business Readiness effectively implemented for all Ops Readiness Projects
Strategic Management
Achieve all deadlines on assigned Contact Centre Projects
Sign off all OT worked from Agencies
Handled all disciplinary cases
Team Attendance measures the consultant’s attendance against scheduled shifts
Attrition Management measure of the Team Leaders’ overall leadership and their ability to retain talented consultants.
Leadership Effectiveness measures the ability of the Team Leader to create an environment within his/her team where the consultants feel engaged and committed to what they do.
Coaching to measure the Operations Manager’s support to their Team Leaders around customer experience.
Ops Audit measures the team leaders’ compliance to their targets as defined in the KPI.
Leave and Absenteeism Management manage leave and absenteeism in accordance with business processes. Contact Centre Projects measures the Ops Managers involvement and execution of the Contact Centre Projects based on the projects chosen. Must be actively involved in driving, implementing and completion of the Contact Centre projects in line with the Contact Centre Strategy.
Monthly Performance Review measures the Operations manager’s support to their consultants around their overall KPI performance. Through one-on-one coaching, the Operations Manager plays a pivotal role in assisting the Team Leader to perform optimally on their KPI targets.
Inbound/Outbound switching in order to make Corporate Targets.
MultiChoiceOperations Manager
Jan. 2015 - Dec. 2016Measure service quality provided to customers and the effectiveness of resolving customer issues at a consultant level
Overtime for team and management submitted monthly
Action all disciplinary cases
First Call Resolution Minimize the transferred calls Measures consultants on all prescribed process requirements during their customer interactions, as prescribed by the Customer Experience Assessment guidelines.
Reduce customer effort by ensuring that 80% of the calls are answered within 30 seconds. Customer requests from staff dealt with efficiently and urgently
Retain customers within the DStv product line
Registered Consultants are required to activate Decoder Insurance sales per month. All non-registered consultants are required to generate Decoder Insurance hot leads.
Consultants are required to generate Explora leads per month.
Schedule Adherence Hold Time Knowledge Competence Communications. Team Attendance Attrition Management Leadership Effectiveness
Coaching measures the Operations Manager’s support to their Team Leaders Ops Audit
Contact Centre Projects measures the Ops Managers involvement and execution of the Contact Centre Projects based on the projects chosen.
Monthly Performance Review
Nashua MobilePartner Service Desk Manager
Feb. 2014 - Nov. 2014Managing the operations for all the 150 stores and branches nationwide.
Provided support to all branches daily.
Worked closely with internal staff Daily Morning Reports to be out on time
All staff that are absent to be coded correctly
Customer requests from staff dealt with efficiently and urgently
Managed a team of 17 agents.
Queue monitoring was done daily in order to achieve our Service Level Agreement to our customers
Monthly Reports to give feedback on team performance
Monthly Credit Reports done in order to see if there is any fraudulent activity and to identify any problems in the business.
Call monitoring in order to identify bad trends, trends were used to coach staff to improve Call Quality.
Weekly stats were discussed with team in order to achieve monthly stats. Monthly targets were met consistently every month.
Made crucial decisions daily in order to ensure best resolution to our external customers and the business.
Trend analysis was done for the team to identify weak areas to improve on overall team performance.
Very fast paced environment and worked with my team to keep them motivated and deliver the best customer experience daily.
Daily morning meetings with Admin Staff to set goals for the day to achieve our turnaround times.
Monthly reports on trends of all the branch activity.
Overtime for team and management submitted monthly
Handled all disciplinary cases Reason for leaving: Retrenchment
Nashua MobileCall Center Manager
Dec. 2011 - Jan. 2014Bloemfontein, Free State, South AfricaDaily Morning Reports All staff coded (WFM)
Customer requests from staff dealt with efficiently and urgently
Managed a team of 15 agents and later on a team of 20
Queue monitoring in order to achieve our Monthly Service Level Agreement to our customers
Monthly Reports on team performance
Monthly Credit Reports to identify fraudulent activity and any risks in the business Call monitoring to identify bad trends, trends were used to coach staff to improve Call Quality.
Weekly stats were discussed with team in order to achieve monthly targets. This was done through one on one sessions.
Monthly targets were met consistently every month.
Made crucial decisions daily in order to ensure best resolution to our external customers and the business.
Trend analysis was done for the team to identify weak areas to improve on overall team performance.
Continuous analysis done in order to improve environment
Very fast paced environment and worked closely with my team to keep them motivated and deliver the best customer experience daily.
Managing a team I developed my interpersonal, organisational and planning skills.
Coached my team to always put the customer first and to put yourself in their shoes.
Stats and reports were sent out on time. (Daily, Weekly, Monthly)
Created and implemented new training material for all staff
Customer Service Admin team e-mails checked daily for quality purposes
Set turnaround times for e-mail correspondence were managed by having daily meetings to motivate staff
Incentives were created in order to reward great performers and motivate the rest of the team Handled recruitment and interviews
Handled all disciplinary cases Promoted to Partner Service Desk Manager
Nashua MobileCall Center Agent
Mar. 2009 - Nov. 2011Bloemfontein, Free State, South AfricaHandled all incoming calls with first call resolution
Adherence to be 90%
Transfer rate to be less than 8%
Achieve call Quality of 92%
Customer Satisfaction Experience
All credits and complaints to be logged on RCA portal
Assist in training new staff Were given the duties of a 2IC (second in charge supervisor) for several weeks
Had exposure to numerous managerial tasks Handle all irate clients and manage to turn the customer’s experience around.
Utilized on various queues to assist in other departments Promoted to Call Centre Manager
Nashua MobilePre-quality Assurance
Mar. 2008 - Feb. 2009Bloemfontein, Free State, South AfricaCapturing all corporate deals accurately Sales consultants to be notified within one hour with any errors on paperwork
Deal Tracker Report to be sent daily Trained new Sales staff on quality of paperwork
Compiled training manuals for quality assurance Sales stats sent out daily and monthly Lateral move to the Call Centre
Nashua MobileSales Co-ordinator
Jun. 2007 - Feb. 2008Bloemfontein, Free State, South AfricaCapturing of deals
Compiling stats and sending them daily
Compiled a Sales stats report each month
Deadlines for deals to be packed was met Lateral move to Pre-Quality Assurance
Nashua MobileFrontline Consultant
Oct. 2006 - May. 2007Bloemfontein, Free State, South AfricaHandled incoming customer care queries
Assisted in the front shop
Assisted with stock take Loaded Upgrades
Handled all incoming calls from switchboard Promoted to Sales Co-ordinator
Nashua MobileSwitchboard Operator
Mar. 2006 - Sep. 2006Bloemfontein, Free State, South AfricaHandled all incoming calls and routed calls to the correct departments and individuals.
Promoted to Frontline Consultant
BTInbound Sales Consultant
Jun. 2004 - Nov. 2005Sheffield, England, United KingdomHandled incoming calls for the following:
Booking of new appointments for new connections
Had 8 different targets that were met each week
Trained other consultants on their calls weekly to improve their stats and quality of calls. 2 Weeks of management training
(Did not complete due to visa expired) Reason for leaving: Visa expired
VENTURA TELECOM HOLDINGS LIMITEDAccounts Consultant
Jan. 2004 - May. 2004Sheffield, England, United KingdomHandled incoming calls for Billing and Complaints
Reason for leaving: Only planned to stay a few months.
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