ChevronCustomer Services Centre Manager for South Africa
Aug. 2013 - Jan. 2016Cape Town Area, South AfricaManaging the overall support operations for Regional Service Centre to Retail, Commercial & Industrial, Aviation and Lubricant business units. Responsible for management and motivation of 17 direct reports in customer service call centre including auditing, coaching and feedback, disciplinary issue resolution, phone statistics reporting, quarterly performance evaluations, and staffing decisions using simple averaging to forecast call volume. • Improved safety prevention systems from level 1 to level 3 fluency.
• Coordinated and streamlined service levels resulting in 80% of calls answered in 60 seconds and 90% of admin queries in 3 working days.
• Developed and implemented the social media query and complaints management Helpdesk.
• Restructured resources which resulted in a 10% reduction in operating costs.
• Increased organisation capabilities by focusing on training and development.
• Improved customer service understanding in the overall business by conducting “customer service update” workshops.
• Streamlined administrative functions from the various units which resulted in an increase in business productivity.