Adiel Benjamin

Experience

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  Forwardslash

  Jan 2004 - Jan 2006

  Agent

  I started at Forwardslash and worked for a specialized unit focusing on convincing as many x clients of the casino to return to our sites as appose to any of our competitors.As a unit, we were also required to ensure that every returning client successfully registered with an e-wallet prior to playing again.Bearing in mind that we worked i a 24/7 environment... I was one of only two agents requested to work a fixed shift Sunday to Thursday and we focused on clients who the company wanted to win back but where tougher to make contact or difficult in general.Due the gaming laws being passed in the USA my department was made redundant hence my move to Ongame. Show less

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  WNS

  Jan 2006 - Jan 2008

  Team Manager

  I began my journey at WNS as an agent and swiftly ascended to the role of Team Mentor/Captain within a mere three months. Interestingly, this promotion coincided with the conclusion of my probationary period. Just three months later, while on leave in December, I received the exciting news of my appointment to lead my own team. Eager to embark on this new chapter, I promptly canceled my leave to kickstart the new year with enthusiasm.Assuming my first role as a team manager posed significant challenges, particularly as I inherited an underperforming team of agents who had been with the company for considerably longer than myself, with an average age of 27 years, making me the youngest member of my own team.Undeterred by these circumstances, I swiftly galvanized my team into action, propelling them to the top ranks within a remarkably short timeframe. They became pioneers in qualifying for a special shift (split shift) that Fusion was trialing, resulting in the highest possible allowance for minimal hours worked.My entrepreneurial spirit was further ignited by the encouragement and support of a former employer, Mr. D. Horn (prior to my tenure at Forwardslash), who guided and aided me in establishing my first call center venture.To uphold ethical standards and devote myself fully to this entrepreneurial endeavor, I made the decision to respectfully resign from Fusion, thus allowing me to pursue my goal with undivided focus and dedication. Show less

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  Monex

  Jan 2008 - May 2018

  The call center, though no longer operational, enjoyed several years of successful operation, undergoing periodic transformations and adaptations throughout its tenure.Roles and duties:Contract Negotiation:This involved sourcing potential call center campaigns and negotiating favorable commercial terms to ensure the venture's sustainability. Additionally, I sourced suppliers for our VOIP unit to maintain uninterrupted stock availability and identified various data companies to secure high-quality data at competitive rates.Location:I identified and secured a cost-effective office space capable of accommodating 25 sales agents, strategically situated near railway lines and bus routes.Staffing:I recruited and trained 20 proficient agents to ensure a swift and efficient start from day one.Process Optimization:Every operational process underwent meticulous testing, including the submission of test sales to clients, to guarantee seamless functionality. Upon completing thorough due diligence, I awaited our launch with confidence.Call Center Management:Given that Monex and Monex Connect operated as an owner-run entity, my responsibilities extended to the recruitment of all personnel and encompassed daily business management tasks such as staff queries, payroll administration, general HR duties, team motivation, and production oversight. Furthermore, the role entailed financial management, contract negotiation, addressing labor disputes, and fostering business development initiatives.Anticipating the economic challenges of the impending recession, I sought employment at T-Mobile to alleviate potential strain on the business. Subsequently, I entered into a Joint Venture to navigate the financial pressures of 2009.Throughout this period, I effectively balanced my commitments between employment and entrepreneurship, honing valuable time management skills in the process. Show less

  • Owner

    Jun 2011 - May 2018

  • Owner

    Jan 2008 - Jan 2012
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  Voice Recruitment

  Nov 2010 - Nov 2011

  Operations Manager

  In 2010, my appointment as Operations Manager at Voice Contact marked the commencement of a pivotal role laden with diverse responsibilities. These encompassed overseeing the sales department, Quality Assurance (QA) department, partial recruitment endeavors, and the negotiation and management of contracts for both full-time employees and participants in the learnership program.Throughout my tenure at Voice Contact, I orchestrated successful negotiations for cellular contracts, contributed to the inception of an in-house insurance product, and orchestrated the introduction of a holiday leisure campaign, thereby expanding our business horizons. These strategic initiatives not only broadened our portfolio but also enhanced our operational agility, affording us a wider spectrum of trading opportunities.Approaching the conclusion of my contract, I proactively engaged in negotiations with my employer to secure a subletting arrangement for a section of the premises. With their invaluable support and generosity, I established and operated my own call center, diligently nurturing its growth and ensuring its stability. Subsequently, as my entrepreneurial endeavor matured into a self-sustaining entity, I transitioned to pursue new career opportunities, leaving the reins in the capable hands of a dedicated management team to oversee the continued success of the venture. Show less

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  Firecall

  Nov 2011 - Dec 2012

  Operations Manager

  I assumed the pivotal role of Operations Manager at Firecall, an emerging startup poised to launch operations but facing challenges in staffing and securing profitable contracts. My primary objective was to rapidly assemble a team of highly skilled professionals to kickstart trading activities. Initially, our focus was on securing a singular cellular contract, operating within the framework of a sister company headquartered in Randburg.During my tenure, I spearheaded contract negotiations and business development efforts, successfully expanding our client base by securing three additional contracts and contributing to the development of proprietary products. However, our association with our primary cellular client came to an end when they withdrew their contracts nationally.Undeterred, I leveraged existing relationships to negotiate new campaigns in the cellular and insurance sectors, diversifying our portfolio with leisure and legal campaigns. Throughout this period, I fostered the growth of our cellular and insurance departments, implemented comprehensive training programs, and played a pivotal role in refining our intern Quality Assurance processes.Additionally, I optimized our client communication strategies, ensuring streamlined and efficient interactions. Departing from Firecall in December 2013 was a decision fraught with inner conflict. Despite the allure of new opportunities, I cannot underestimate the significant personal sacrifices and unwavering dedication invested in shaping the current success of Firecall. Show less

• 

  Amazing Vouchers

  Dec 2012 - Sept 2014

  Operations Manager

  During my tenure as Operations Manager at Amazing Vouchers, I was entrusted with overseeing the operational aspects of the business on a day-to-day basis. My responsibilities encompassed managing the sales operations at our Cape Town branch, as well as orchestrating recruitment and training initiatives to meet the demands of our dynamic industry.With a background spanning various contact center environments, I bring extensive expertise in both sales and customer service domains. While I acknowledge the symbiotic relationship between sales and client retention, my fervor lies predominantly in driving revenue generation. Nonetheless, I recognize the interdependence of these facets for sustained success in the long term.At Amazing Vouchers, I found a platform to leverage my diverse experience, from sales agent roles to eventually owning a call center. Presently, my objective is to propel the growth and expansion of our Cape Town branch, enhancing both its capacity and market penetration. Concurrently, we strive to refine our sales strategy, emphasizing a paradigm of low-pressure, high-volume sales techniques. Show less

• 

  Debt Assistant

  Jan 2015 - Sept 2018

  Operations Manager

  Acknowledging the pivotal role of change in fostering progress, I strategically opted to transition towards a sector that was growing and more service-oriented . Here, success is gauged not solely by financial metrics, but also by the impact of giving back to the community.This shift presents compelling opportunities, and I am enthusiastic about delving into its potential. Consistently, I uphold my dedication to cultivating meaningful connections as I embark on this path.Subsequently, I forged a partnership with a former employer, the Managing Director of Amazing Vouchers, to establish a Debt Review call center, which operated with considerable success. Eventually, I divested my shares in the venture to my partner. Show less

• 

  Exigent Group Limited

  Sept 2018 - Apr 2024

  Client Manager ('Operations)

  In my capacity, I am responsible for managing our Australian portfolio, which comprises over 70 individual clients. My duties encompass the oversight of client service level agreements (SLAs) and internal key performance indicators (KPIs), ensuring adherence to established benchmarks for quality and efficiency. This oversight is conducted both onsite and remotely, leveraging a team of staff members located in both South Africa and Australia. Through effective coordination and communication across borders, I strive to maintain the highest standards of service delivery and client satisfaction. Show less

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  Morae

  Sept 2018 - now

  Client Manager