Natasha Govender

Experience

• 

  Ignition Group

  Apr 2007 - Jan 2009

  Supervisor
• 

  Metonymy

  Feb 2009 - Mar 2010

  Sales Supervisor
• 

  Blake Group

  Apr 2010 - Jan 2013

  Call Centre Manager

  • Full operational management of the Call Centre.• Overseeing Sales Supervisors.• Contributed to performance improvement strategies.• Created scripts for different campaigns.• Liaised with the client to meet product service level agreements (SLAs).• Trained employees on new products.• Provided innovative ideas for training processes.• Analysed general and campaign reports.• Managed customer service and quality assurance processes.• Reported on employee incentives.• Chaired hearings.• Managed poor employee work performance. Show less

• 

  Equip to Call

  Jan 2013 - Apr 2014

  Sales/Training and Quality Assurance Manager

  • Managed Sales Supervisors and assigned operations.• Developed and implemented strategies to improve employee performance and attendance.• Created scripts for different campaigns.• Liaised with the client to meet product service level agreements (SLAs).• Trained employees on new products.• Sampled check-ins and analysed general and campaign reports.• Managed customer service and quality assurance processes.• Reported on employee incentives.• Chaired hearings.• Managed poor employee work performance. Show less

• 

  African Bank

  May 2014 - now

  • Requirements gathering, including tracking, elicitation, etc.• Provide solutions to the requirements.• Perform GAP analysis.• Utilise technical skills to ensure excellent product delivery by supporting the development and documentation of products and solutions.• Analyse and convert data into business insights and actions to help drive business decisions.• Perform functional testing to verify the develop solution.• Work closely with Developers during and after solution implementation. Show less • Full operational management of Call Centre Agents.• Developed and implemented Call Centre strategies.• Managed sales and achieved quality assurance targets.• Contracted and reviewed team performance.• Coached and trained new and existing Agents.• Managed Agent attendance and productivity.• Logged incident reports for application errors.• Created sales scripts to increase performance.• Tested systems and created relevant reports.• Managed and resolved customer-related queries.• Disciplined and issued warnings to Agents as required. Show less

  • Product and Business Design Development Specialist

    Apr 2022 - now

  • Team Manager

    May 2014 - Mar 2022