Experience

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  Rewardsco

  Jan 2011 - May 2015

  Monitor growth of individual agents and provide guidance to maximize individual outputs.Create cohesion among staff to foster a productive and high-performing work environment.Provide coaching and motivation to drive high- performance and positive agent behaviour.Delegates and leverages resources to achieve results in the most efficient and effective mannerCreate schedules, monitor and report on schedule adherenceGenerates innovative ideas that are strategically sound and progressive.Fosters creativity and contributes to all sales initiatives and processes.Identifies sales management needs, develops and leads initiatives to address these needs. Maintain accurate and timely sales reports.Provide real-time reporting to positively influence departmental and business decisions.Provide real-time reporting to direct line of management to circumvent the resolution process.Anticipates clients’ needs based on a strong understanding of the contact centre industry and marketplace.Other Tasks/ Responsibilities Mondo Brand Champion To help increase productivity in the workplaceTo report any concerning issues that I come acrossTo meet once a month with the marketing manager Shanna Westhof to talk discuss ideas on how to improve the way things work at Rewardsco and how we can be more dynamic with Mondo Show less

  • Outbound Sales Supervisor

    Jul 2011 - May 2015

  • Outbound Sales Consultant

    Jan 2011 - Jun 2011
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  Tracker connect (pty) ltd

  Dec 2015 - May 2016

  Customer service representative

  Process sales contracts/information.Maintain region records, statistics reports and targets.Arranging and following up on scheduling of fitments.Follow up leads/queries – Product info, account queries.Data capturing.General Office Administration.Typing and processing of documentation/ information. Providing insurance certificates.Receive and administer incoming calls.Provide service to both existing and prospective clients.Providing Quotes to clients.Assist and attend to walk in clients and phone in clients.Provide service within the region as well as other departments/regions/staff within Tracker.Filing of documents.Liaise with Brokers, Dealers, Fitment centres, Corporates, Sales, staff at head office.Reception, switchboard and telephone duties.Ensuring both the company and the customers best interest is kept.Daily stats (Technical).Walk in clients ( Queries & selling of Tracker Devises).IR Certificates to be sent to head office.Order of Stock.Allocation of stock.Pack & unpack stock.Stock taking.Vehicle service booking for the techs.Handle all E-Mails received from the sales consultants, brokers and dealers. Show less

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  Tracker connect (pty) ltd

  Aug 2016 - Apr 2021

  Customer experience and administration supervisor

  Ensure that electronic requests and walk in clients received are handled efficiently and service level agreements and standards are maintained. Manage external call centres support, reporting and turnaround times. Workload management efficiently distribute and manage work across teamsEnsure that cross-skilling of all agents remain a high focus task. Taking ownership of escalated queries and ensuring query resolution through liaising with all necessary parties and providing timeous feedback to customers. Daily management of survey escalations according to communicated procedures. Ensure meeting of team targets/deadlines as per Key Performance Agreement and managing of non-adherence according to set guidelines. Maintaining records of attendance, management of leave and timekeeping as well as managing of misconduct accordingly. Collation and analysis of statistics on a daily/weekly and monthly basis.Collation and discussion of KPAs monthly and implementation of Performance Evaluation/ PDP’s where applicable. Call listening and “on the job” coaching. Ensuring staff is continuously updated with current and new products, procedures, and processes through meetings, training sessions, and up to date SOPs.Daily monitoring and follow up / coaching on individual QA scores, targets, survey transfers, telephone states when the desired outcomes are not achieved. Identify concerns or trends within the department, investigate and propose possible solutions for problems. Continuous implementation of staff motivation through creative and innovative ideas. Be able to interact and build relationships with all Internal Departments and Management. Provide daily performance reports to the manager including any concerns noted and action taken. Assist with any other tasks or duties assigned by the Manager as the need arise to ensure exceptional and efficient service to internal and external customers. Show less

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  Css credit solutions services (pty) limited

  Aug 2021 - now

  Managing a portfolio of Clients:• Ensure a clear understanding of client service level agreements within assigned portfolios• Clear understanding of assigned portfolio performance measurements • Operate as the lead point of contact for any and all matters specific to the portfolio of clients• Manage a broad spectrum of portfolios and service-related issues to provide fast efficient resolution.• Manage the client’s expectations and objectives through strong relationships• Develop a trusted advisor relationship with key client stakeholders • Ensure the timely and successful delivery of our services according to clients’ needs and objectives• Grow the existing business by introducing additional services to clientsClient On Boarding• Full Project Management of end to end on boarding of new client portfolios. • Interaction with relevant inter department stakeholders to ensure timeous launch of new portfolios. • Manage engagement with clients on requirements in order to successfully on board. • Execute project management on new servicesSpecial Projects • Attend briefings with clients for on boarding and projects • Execute project management on new services• Workflow mapping of processes of new clients• Standard Operating Procedure auditing and support • Auditing of SOPs and SLA service delivery. • Understands and interprets service level agreements to determine business requirements and plan procedures• Leads special projects and ensure smooth cross department collaboration• Take leadership on ensuring all teams have put in place the right processes, documented them, and have in place the right training for on-boarding new team clients/portfolios• Seeks and evaluates information from a variety of sources; provides specialized reports as requested by management/client. • Oversees coordination between departments throughout duration of the project Show less • Oversee daily duties of employees to ensure that quality standards are being met and proper procedures are being followed.• Give guidance to employees in handling errors, problems, complaints and/or disputes.• Performance analyses of employees.• Weekly coaching.• Coordinate work schedules and duty assignments• Perform orientations and/or schedule training as needed for employees.• Interpret and explain work procedures and policies to staff.• Prepare and manage reports, manuals, correspondence, and other documents or word processing.• Work with other supervisors to coordinate workplace activities with other departments, units, or teams.• Implement company or departmental policies, procedures, and quality/service standards.• Maintain staff records, including inventory, personnel, and maintenance documentation. Show less Manage client success representatives ensuring they comply with company guidelines particularly related to attendance management, performance management, schedule adherence and disciplinary management.Create new processes, procedures, performance standards ( KPIs and KPI document, PIP, Personal &Professional Development Plan, Productivity Stat Sheet, and Daily Targets). Conduct performance evaluations monthly.Maintain communication with management, staff, and vendors to ensure proper operations of the CS Department.Achieve departmental and organizational goals.Managing Tickets on Zendesk and Sales ForceAttending to Escalations ( Irate Clients) Minimize customer churn.Identify opportunities and analyse customer data to improve CX.Track staffing requirements, hiring new employees as needed.Prepare Weekly and Monthly Reports summarizing the CS department's performance.Perform other related duties as assigned. Show less

  • Client Relations Manager

    Sept 2023 - now

  • Administration Team Manager

    Aug 2023 - Sept 2023

  • Customer Experience Team Manager

    Aug 2021 - Aug 2023
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  Ison xperiences ltd - leading global cx management company

  Sept 2023 - now

  Client relations manager

  Managing a portfolio of Clients:• Ensure a clear understanding of client service level agreements within assigned portfolios• Clear understanding of assigned portfolio performance measurements • Operate as the lead point of contact for any and all matters specific to the portfolio of clients• Manage a broad spectrum of portfolios and service-related issues to provide fast efficient resolution.• Manage the client’s expectations and objectives through strong relationships• Develop a trusted advisor relationship with key client stakeholders • Ensure the timely and successful delivery of our services according to clients’ needs and objectives• Grow the existing business by introducing additional services to clientsClient On Boarding• Full Project Management of end to end on boarding of new client portfolios. • Interaction with relevant inter department stakeholders to ensure timeous launch of new portfolios. • Manage engagement with clients on requirements in order to successfully on board. • Execute project management on new servicesSpecial Projects • Attend briefings with clients for on boarding and projects • Execute project management on new services• Workflow mapping of processes of new clients• Standard Operating Procedure auditing and support • Auditing of SOPs and SLA service delivery. • Understands and interprets service level agreements to determine business requirements and plan procedures• Leads special projects and ensure smooth cross department collaboration• Take leadership on ensuring all teams have put in place the right processes, documented them, and have in place the right training for on-boarding new team clients/portfolios• Seeks and evaluates information from a variety of sources; provides specialized reports as requested by management/client. • Oversees coordination between departments throughout duration of the project Show less