Ruth De la Rey - Global Head Client Support, Competitive Capabilities International

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Work Background

Competitive Capabilities InternationalClient Support Manager

May. 2023Cape Town, Western Cape, South AfricaLead the support team and ensure exceptional service delivery excellent leadership abilities, and a proven track record of success. Leadership and Team Management: - Provide clear direction, guidance, and support to the team. - Foster a positive and collaborative work environment, promoting teamwork and employee engagement. - Set performance goals and provide ongoing feedback, coaching, and mentoring to team members. - Develop and implement training programs to enhance the knowledge and skills of the support team. - Conduct regular performance evaluations and handle any performance-related issues in a timely and effective manner - Build and maintain strong relationships with key clients, acting as their primary point of contact for all support-related matters. - Collaborate with other departments, such as Sales and RevOps, Account directors, Solutions and product development, IT, IT DevOps, Content Dev, Platform Dev, HR, Finance, Legal and Compliance to ensure the smooth flow of information and effective resolution of customer issues. - Proactively identify opportunities to enhance client satisfaction and improve overall customer experience. Process Improvement and Operational Excellence: - Identify opportunities for process optimization and efficiency enhancement - Develop and implement standardized procedures and best practices to ensure consistent and high-quality support delivery - Act as the point of escalation for complex or high-priority client issues, ensuring timely resolution and customer satisfaction. - Collaborate with relevant internal stakeholders to address systemic or recurring support issues - Generate regular reports on client support performance - Analyse support data to identify areas of improvement and present actionable insights - Excellent interpersonal and communication skills, with the ability to build strong relationships with clients and stakeholders at all levels. - Solid understanding of client support systems, tools, and technologies.

KingMakersDirector CS Operations

Mar. 2022 - Apr. 2023Cape Town, Western Cape, South AfricaLead, develop and implement the Customer Operations strategy for KingMakers. Lead a senior operational management team with responsibility for customer service, payments and fraud. strive to improve customer service by setting clear accountable performance measures. Full budget responsibility for the department. Prepare annual budgets based on the business strategy and manage that budget throughout the financial year. This includes the effective utilisation of resources, working with workforce planning to decide the required resource in conjunction with business objectives and service level agreements. Responsible for the overall performance and operational delivery of your teams. Ensuring teams are performance focused with accountability around core goals and KPIs. Keep communication with the team high. Be a strong people leader who is able to communicate a clear vision and plan and keep our team engaged in support of those plans. Developing a culture that is always looking to create a talented team that is continually challenged and developed. Use of Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Board/Senior Stakeholder Peers. Continually on the lookout for new tools and technologies to better serve the customer and improve the customer journey. Act as the Voice of the Customer across the organisation, leading any VOC sessions and ensuring delivery. Accountable for ensuring our customer operations teams adhere to legal and compliance requirements in our different jurisdictions. Collaborate and communicate with all peers and the board/stakeholders on key areas of the Customer Operations strategy. Responsible for all Customer Operations supplier partnerships and associated commercial negotiations.

Bolt Global Service Delivery Lead

Feb. 2020 - Jan. 2023Johannesburg, Gauteng, South AfricaDesign, develop, implement and manage Suppliers within Customer Support to ensure healthy, productive support solutions. Maintaint effective engagement and delivery of Bolt’s Outsource Suppliers contractual commitments. Supporting teams to drive and own an effective Customer Support Outsourcing lifecycle - including all activities related to identification, onboarding, performance management and off-boarding of Suppliers. Owning and building strong reciprocal relationships with chosen Suppliers to deliver to our required performance, engagement and readiness expectations. Building strong proactive and productive Internal relationships with Customer Support stakeholders, Legal, IT and Finance Create and maintain an Outsource Supplier Strategy to proactively enable Bolt’s product and market requirements, supported by robust planning and pipeline processes. Partnering with Regional Leads to support their execution of operational delivery at our Outsource suppliers, including proactive pipeline planning and readiness. Enable OS solutions to internal business requirements and partner to agree suitable support models and costs. Role modelling company traits and operating principles.

Bolt General Manager Customer Support (Africa)

Jul. 2019 - Feb. 2020Johannesburg Area, South Africa

Yalu Financial ServicesHead Of Business Operations

May. 2018 - May. 2019Ensuring that Yalu’s customers have a positive experience of the brand and developing strategies and implement accordingly. Owner of the Customer Journey and Engagement strategy Setting up of Contact Centre from scratch Lead and train a team of brand ambassadors (i.e. contact centre consultants) - Develop and implement service policies, standards and operational process to standardise customer experience across the different points of engagement Create and analyse service level reports Create and analyse reports to determine customer satisfaction Technology and Project responsibilities: Setting up relevant software and hardware needed to meet customer service needs, including, but not limited to: Setting up of CRM/Workflow (Design, Telephony, Indexing) Process design and management, both in terms of our systems and how humans interact with those systems Project lead for new policy admin servicing platform Project lead for training implementation Project lead for CRM (From scratch)

Virgin Money South AfricaSenior Operations and Project Manager at CCI

Sep. 2016 - Apr. 2018UmhlangaLaunch and market rollout of the Virgin Money Insurance call centre to market Recruitment and staffing. CC performance management -statistics, targets, headcount, budget WFM - resource planning, shift management in a PCI environment Continuous improvement to process and policies QA management - audits on call, administration and performance Project management -Technical projects for systems enhancements, integration and improvements. Refinement of on boarding and continuous refresher training. Management and evaluation of call centre metrics and KPI's customer centric performance Recruitment Management of inbound and outbound IVR and call functions (Lead management and dialler management) Monitor and improve sales, customer care, claims, retentions, win back and claims processes. OPCO, MANCO committee. Stakeholder reporting First call resolution and RPC process focus

The Ignition GroupSenior Call Centre Operations and Project Management

Oct. 2013 - May. 2016UmhlangaProvide operational support for inbound sales, outbound sales and customer service functions. This includes the real time monitoring of the sales, customer care and quality department’s productivity, time and schedule adherence. Major Duties & Responsibilities Monitor overall call centre performance and make real-time changes in staffing and call routing to achieve objectives. Monitor agent schedule adherence and make recommendations to line management on improvements. Generate performance and productivity reports related to call statistics, service level performance and call centre productivity, Profit and loss. Pro-actively manage Service levels to meet company goals in the most cost-effective manner. Office Management Implementation and start-up of the call centre operations team People Management - Full management of operations team IT SLA management and deliverables Business Owner: Call centre development and reporting specifications Exco and Business Unit reporting Member of Wham Strategic Incentive Project team Business owner of SOP's and business improvement processes E-mail and other communication with front line management, as well as User creation and general admin and system co-ordination.

The Blue Spot Management ConsultantsSales and Operations Manager

Mar. 2013 - Sep. 2014Johannesburg Area, South AfricaResponsible for business operations Sales and strategic growth Key Account Management Accounts and administration- daily operations management Reporting. Project management Financial budgeting. Business modelling Consulting services: Project management, business analysis

The Automobile Association of South AfricaSnr Manager Sales and Customer Care

Jun. 2011 - May. 2013Johannesburg Area, South AfricaResponsible directly to the Executive. Accountable for the entire business operations of the sales and customer care centre The objective being efficient and cost-effective business practises and management to ensure the building of a sustainable and profitable business(es). Management Reporting. Financial budgeting. (R95m) Sales and revenue. Renewal strategy. Decreasing cancellation rate and increase retention. Business modelling People management: 45 staff (sales team/travel team/BPO team/customer care team/switchboard) Office Management. Daily operations Call centre modelling, implementation and management. (Amalgamation: process duplication elimination, multi skilling and back office implementation Call centre development management. Reporting into DM. Administration Management. SLA Management IT Services Management

Hands HoldingsOperations and General Call Centre Manager

Sep. 2010 - Jun. 2011Johannesburg Area, South AfricaResponsible directly to the Executive. Accountable for the entire business operations of the H-and-S Holdings. The objective being efficient and cost-effective business practises and management to ensure the building of a sustainable and profitable business(es). Management Reporting. Financial budgeting. Call centre management. Manage training and development HR Management. Management of broking company. Reporting into 2 CEO's. Product design and business case modelling and development.

Warm BrightCustomer Service Development Manager

Oct. 2009 - Sep. 2010Johannesburg Area, South AfricaSetup, develop and implement national client service call centre. Manage and control Contact Centre personnel and customer relationship managers Ensure call centre staff are trained and equipped to provide and maintain service excellence and customer satisfaction through effective and timorous resolution of queries. Effective SLA setup and management. Manage team of CRM's. Manage inbound, outbound and administration teams. Management of independent customer satisfaction research team. Increase customer retention Setup call centre for VIP customer servicing. Staff Focus Implementation and management of a sustainable CRM strategy. Ensure the ongoing development and enhancement of staff skills and potential to achieve levels of competency as well as exceed personal performance excellence (nurture talent) Identify and assess training needs and schedule training accordingly Ensure correct staff levels for contact centre are available - Effective WFM Compile reports on shift differentials and financial impact. Ensure the timorous and appropriate staffing, resourcing and deployment of the Divisional resources in order to support the wider set objectives. Ensure the implementation of the performance management system within the specific area of responsibility in order to effectively and transparently measure and accordingly reward performance (Development and management of monthly, quarterly and annually

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