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Work Background
YesPlayHead of Customer Support
Apr. 2024City of Cape Town, Western Cape, South Africa
SURGOCustomer Support Team Lead
Jul. 2023 - Apr. 2024Cape Town, Western Cape, South AfricaUS Customer Support Campaign.
SURGOSales Team Lead
Feb. 2023 - May. 2023UK Sales Campaign
SURGOCustomer Service Team Lead
Nov. 2021 - Jan. 2023Cape Town, Western Cape, South AfricaCustomer Service operations and work flow management.
Help to achieve optimal performance from customer support specialists by analysing knowledge gaps and requesting or organising training and conducting weekly developmental session with high and low performers. Monitor or make needed adjustments to resource allocation throughout the day, week, and month. Lead by example and promote the company's values among the Customer Support Specialists and beyond. Delegating tasks assist in ensuring that all agents have the same work load allowing a stress free environment and aligns our stress management.
Finding solutions to trends that affect the overall service deliverables.
Maintain good queue management with high level of customer satisfaction. Performing deep dives on customer dissatisfaction and development of actions plans, trainings and coaching for the market to improve overall performance. Laisse with the in-house training and Quality on knowledge gaps and improve all knowledge and product gaps identified.
Ensure correct headcount for coverage on high volumes. Conduct market level performance consultations, coaching and trainings when agents fail to reach the SLA. Audits on tickets to ensure all agents are GDPR compliant. Additional Tasks within the Operations Department: Formal consultations with agents who are not following company policies and procedures or are not meeting their KPI targets. imposing disciplinary sanctions on agents in accordance with the company's HR Policies and Procedures.
Conducting formal Disciplinary Hearings on the company's behalf. Preparing and assisting in the preparation of the disciplinary pack.
Responsible for the mentoring of other leaders as they complete their Portfolios of Evidence through the Leadership Foundation Program.
Managing all overtime provided to agents by the client. Capturing all relevant data and preparing pay-outs to agents upon completion of overtime.
EXLPersonal Insurance Consultant
Oct. 2020 - Sep. 2021Cape Town, Western Cape, South Africa• Licensed in Motor, Home & Content Insurance for the New Zealand Insurer State
• Underwriting new and existing insurance policies for the largest insurer in New Zealand
• Taking payments from new and existing clientele • Processing amendments and refunds for new and existing clients
• Creating new policies for new customers for either home, content or vehicle insurance
• Assessing risk of new and exist potential business for company
• Building and maintaining business relationships with customers and on-shore partners
• Identifying customer needs and requirements for potential new and existing insurance needs
• Discussing and assessing clients' current and future insurance needs • Researching insurance policies and products • Negotiating policy terms and costs with insurance providers • Arranging insurance cover for clients with the insurance provider • Collecting insurance premiums • Keeping detailed computer records • Preparing reports for insurance underwriters • Advising clients on making claims on their policies • Renewing or amending existing policies for clients, Trusts & companies • Undertaking general administrative duties • Marketing services
• Coaching of new and existing agents on calls after passing license requirements
Dazzle Dust BustersDirector
Jul. 2019 - Nov. 2021Cape Town Area, South AfricaMarketing of business via online platforms including social media. Providing exceptional customer service to clients in both private and corporate sectors we provide services too. Staff management and job planning for daily, weekly and monthly contracts. Preparation of quotes and invoicing to new and existing clients.
Executing weekly payroll and distribution to staf
Die WaterGat Pub & GrillRestaurant And Bar Manager
Aug. 2018 - Aug. 2019Cape Town Area, South AfricaStock control & ordering for bar and kitchen. Daily cash up and float allocation for staff
Arranging bar and grill for functions such as fundraisers, bachelors parties, market days and dances. Weekly scheduling of bar and kitchen staff shifts. Executing weekly payroll and distribution to staff. Planning and marketing of weekly and daily bar and grill specials.
Card Saver LtdCustomer Service Representative
Mar. 2018 - Aug. 2018Cape Town Area, South AfricaSelling of Debit/Credit Card machines & EPOS Systems to new to card and switcher business owners in the UK.
Booking appointments for representatives to visit business owners to quote potential savings.
Generating and capturing leads.
TrustpowerTelecommunications Provisioning Lead
Nov. 2015 - Sep. 2017New ZealandProviding equipment, software and relevant ADSL, VDSL or Fibre Optic services to customers for their residential or corporate phone and internet services.
Training of new and existing staff members over the Copper or Fibre networks, internal and external reporting on customer and third-party complaints and ongoing staff training. The initial setup of equipment, wiring and transmission to ensure customer device (Fibre or Copper), equipment and option compatibility. Circuit, service, and switch provisioning, as well as programming, are required to activate wireless services with customer information. This also includes handling the conversion and manual Porting of landline phones off other network providers onto the company network.
Planning and monitoring the process of preparing and equipping a network to allow it to provide (new or the transition of) services to its users.
The provisioning of internet and landline services if no network infrastructure is present the planning and execution of the installation.
Liaising with field technicians going out to the property on what service needs to be rendered. Porting of existing services from other Network Providers onto a specified Network (Copper and Fibre), working closely with Ultra-Fast Fibre, Chorus and Enable which are the most predominant Network Providers in New Zealand.
Providing technical support to all customers whether it is residential or business customers. This will include testing lines over ADSL, VDSL or Fibre networks. Investigating escalated queries and discrepancies. Supporting all on-queue staff with queries they might have when dealing with internal or external customers.
Planning and executing the fortnightly rosters for our Copper and Fibre teams including allocating the tasks they are responsible for over this time. Monitoring the progress and work volumes of the teams’ tasks on a daily basis and reporting whilst ensuring that teams adhere to company SLA’s.
The Framing BoutiqueCustomer Services/Administrative Assistant
Sep. 2014 - Jun. 2015Cape Town Area, South AfricaDiary Management.
Customer support, face to face, telephonic and email. Carry out word processing, filing, mail-outs, bookkeeping and banking as required. Telephonic assistance to clients and suppliers.
Stock taking. Compiling invoices and quotes for clients and suppliers. Screening of all company emails. Loading payments to suppliers.
1 Call Claim SolutionsClaims Coordinator
Jul. 2012 - Jul. 2014Cape Town Area, South AfricaInvoicing of awarded and repudiated insurance claims.
Liaising with insurance companies and their clients regarding insurance claims held.
Re-formatting of contractor quotations in various software applications. Capturing and updating client information to an online CRM database.
Drafting monthly reports on awarded, repudiated, rejected and paid out claims for multiple insurance companies.
Maintaining customer satisfaction by ensuring that the accredited contractors performed as per their agreed. Completing contract forms, prepare change of address records, and issue service discontinuance orders.
Engaging customers telephonically and in person in order to provide them with information about company products and services.
Proactively contacting customers in order to notify them of their claims’ investigation results and/or any planned adjustments.
Maintaining and updating customer and contract profiles in the online CRM database.
Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase quoted repair amount.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
Review claims adjustments with contractors, examining quotes claimed to be excessive and approving or disapproving contractor’s claims. Review insurance policy terms in order to determine whether a particular loss is covered by insurance. Correspondence with clients via email and phone
Liaising with clients and contractors about new and ongoing jobs Managing clients and contractors in allocated areas in Cape Town
Managing after-hours phone for incoming queries
Capturing of incoming sales leads.
Booking of meetings for contractors with 1 Call representatives at Builders Warehouse
Correspondence with clients via email and phone
Data Capturing
Accreditations (Trade and Client References)
Dr. Kenneth WatsonPersonal Assistant
Aug. 2011 - Jun. 2012Cape Town Area, South AfricaCataloguing. Reorganization. Filling. Capturing of new data. Scanning of emails. Diary Management. Typing of documents.
St Elmos PizzaCashier Customer Service
Feb. 2010 - Jul. 2011Bloemfontein Area, South AfricaAssisting clients with orders
Placing orders
Payment of deliveries
Daily cash-ups
Stocktaking
Build it (SA)Administrative Supervisor
Aug. 2009 - Jan. 2010LadybrandSupervise and coordinate activities of staff. Filing. Stand-in cashier. Data Capturing. Payment of C.O.D deliveries. Banking of company cheques, cash and foreign currency. Assisting managers with stock taking.
Agri Legal and Labour Services Personal Assistant to Director
Nov. 2006 - Jun. 2009Bloemfontein Area, South AfricaOffice administration. Daily banking of daily cash flow. Filing. Telephone assistance and screening calls. Typing of documents. Diary Management. Arranging business trips, lunches and meetings. Screening emails and on occasions relying to business associates. Liaising with clients and staff. Stand-in receptionist and managing switchboard.
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