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Work Background
NutunHead of Operations
Oct. 2023Gauteng, South Africa
Chipper CashCustomer Operations Lead Telephone Support
Jan. 2022Cape Town, Western Cape, South Africa
FreshlySenior Campaign Operations Manager
Sep. 2019 - May. 2020Randburg, Gauteng, South Africa
DebtBustersClient Services Operations Manager
Mar. 2017 - Sep. 2017Cape Town, Western Cape, South Africa
CapitaCustomer Service Manager
May. 2014 - Feb. 2017Cape Town, Western Cape, South Africa
Tenacity Financial Services (Pty) LtdCollections Manager
Apr. 2011 - May. 2014Cape Town, Western Cape, South AfricaTo manage the day to day operations of the service team and provide operational support to the Customer Service Centre Manager
To be responsible for the development and maintenance of customer relationships to ensure that service targets are met.
Fusion-Vodacom campaignTeam Manager/ Operations Mangaer
Apr. 2009 - Apr. 2011Bi-Weekly and Monthly agent reviews
Coaching and motivating Quality Feedback
Conducting team meetings
Reward and Recognition Disciplinary Hearings Probation Reviews
Calibration Sessions Staff Development-Plans to assist both business and Team Lead to agents
Complaint Calls- CEP…Handling of customer complaint calls from Team Leaders.
House Rules- Making sure FUSION House Rules are adhered to all the time.
TL Huddles – TL responsibilities and TL catch up for previous and current day stats and updates.
My duties as an Team Manager/ Operations Manager included: Managing Team Leaders Coaching Team Leaders Management of Team Leader performance - formally Documents Team Leader development plans - formally Adherence to HR policies and procedures Management of customer escalations and complaints Operational delivery in line with service levels Calibration sessions Analysis of call centre data and metrics
Identification of trends
Monitor absenteeism and adherence
Call centre communication
TeleTechTeam Leader
Feb. 2007 - Apr. 2009Operations Management:
Ensure the correct level of attention is given to all customers
Take action to ensure customer queries are resolved within the specified service level agreements
Follow up with customers when a query has been escalated
Maintain customer service levels (more than 80%/20) and ensure value added customer service is achieved
Represent the service centre as a customer champion and regularly engage with customer facing issues
Formulate action plans to address customer learning’s and experience
Prepare Management summaries to present to the Senior Operational Managers People Management:
Correlate leave planning and agent handovers to ensure key tasks are undertaken during time of planned absence
Supervise team to ensure that they are successfully carrying out their daily activities
Establish Personal Development Plans (PDP's) for all team members
Motivate and lead team to deliver excellent customer service
Conduct ongoing performance reviews with agents to ensure KPI targets are reached and other developmental opportunities are explored
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