Experience

• 

  Cci global

  Jan 2016 - Aug 2020

  • Managing, motivating and developing agents to deliver business objectives, services and targets through a structured approach. • Taking direction and communication effectively through all channels. • Conducting team briefings to drive motivation and business performance. • Conducting coaching’s to develop agents and increase performance. • Delivering feedback, 121s and personal development plans to optimize performance and achieving business KPIs. • Forming and maintaining a good working relationships with internal support functions, higher management and agents with a view to share best practice. • Monitoring quality and the standards in line with regulatory requirements, company procedures and service level agreements. • Operating a flexible approach to change, positively consult and communicate with team members and the wider operational functions to effectively implement and imbed agreed change. • Following a standard operating rhythm to effectively manage agents(1:10 ratio) against targets and agreed performance. Show less Conducting thorough analyses of current business processes, systems, and workflows.Identifying inefficiencies, bottlenecks, and areas for improvement using data-driven approaches.Collaborating with cross-functional teams to develop and implement process improvements and standard operating procedures (SOPs).Utilizing lean methodologies, Six Sigma, or other process improvement frameworks to drive continuous improvement initiatives.Monitoring key performance indicators (KPIs) to track improvements and measure the impact of implemented changes.Preparing and present findings, recommendations, and progress reports to stakeholders and senior management.Providing training and support to employees on new processes and tools implemented as part of improvement initiatives.Acting as a change agent to promote a culture of continuous improvement throughout the organization. Show less Developing and implementing effective sales strategies to drive revenue growth.Identifying and qualifying leads, understanding their needs, and providing solutions that meet those needs.Building and maintaining strong, long-lasting customer relationships.Presenting, promoting, and selling products/services using solid arguments to prospective customers.Achieving agreed upon sales targets and outcomes within schedule.Coordinating sales efforts with team members and other departments.Keeping abreast of best practices and promotional trends.Continuously improving through feedback. Show less

  • Technical Support Team Leader

    Dec 2018 - Aug 2020

  • Continuous Improvement analyst

    Dec 2017 - Nov 2018

  • Sales Consultant

    Jan 2016 - Nov 2017
• 

  Ignition group

  Sept 2020 - Oct 2021

  Campaign manager

  • Delivering operational targets and business strategy.• Creating and driving strategic operating plan within own area of responsibility.• Leading projects that deliver cultural change and transformation within the business.• Managing change by ensuring teams are fully prepared through effective.leadership, coaching and support• Supporting the team managers in leading their teams through periods of change.• Working closely with Learning and Development to support the journey of new starters.• Growing the business by delivering an increase in sales and value for the business.• Maintaining excellent customer service results.• Executing strategies to improve the teams’ overall performance.• Understanding the resource and contingency arrangements.• Conducting Performance reviews.• Leading, coaching and developing direct reports in a way that ensures their skills are being focused on generating high levels of KPI attainment, customer satisfaction and compliance.• Identifying opportunities to develop the skills, knowledge and behavior of each direct report.• Managing staff attrition and address concerns in a proactive manner.• Managing staff within the guidelines of company policies and procedures and in accordance with relevant legislation. Show less

• 

  Webhelp

  Oct 2021 - Dec 2023

  *Develop and implement a comprehensive continuous improvement strategy aligned with organizational goals and objectives.*Lead and facilitate cross-functional teams to identify improvement opportunities, streamline processes, and drive operational excellence.*Utilize lean methodologies, Six Sigma, or other improvement frameworks to assess current processes, identify areas for improvement, and implement sustainable changes.*Establish key performance indicators (KPIs) to measure improvements and monitor progress towards achieving operational efficiencies.*Act as a change agent to drive cultural transformation and promote a continuous improvement mindset across the organization.*Partner with senior leadership and stakeholders to gain support and buy-in for improvement initiatives and change projects.*Provide coaching and mentorship to project teams and stakeholders on continuous improvement methodologies and change management best practices.*Prepare and present progress reports, proposals, and presentations to communicate the impact of improvement initiatives and change projects.*Collaborate with HR and training teams to develop and deliver training programs that support continuous improvement and change management efforts.*Stay current with industry trends and best practices in continuous improvement and change management. Show less Team Management and Leadership: Provide leadership, guidance, and direction to the customer service team, ensuring alignment with organizational goals and objectives.Resource Management:Managing resources effectively to meet service level agreements (SLAs) and targets.Handling escalations and resolving complex customer issues in a timely manner.Ensuring that the team has the necessary tools, resources, and information to perform their jobs effectively.Customer Service Operations:Monitor and evaluate team performance against established service level agreements (SLAs) and key performance indicators (KPIs), such as response times, resolution rates, and customer satisfaction scores.Process Improvement:Collaborate with cross-functional teams to identify opportunities for process optimization and service improvement.Customer Advocacy:Championing the voice of the customer within the organization and advocating for their needs and concerns. Proactively seeking out ways to enhance the customer experience and drive customer loyalty.Reporting and Documentation:Generating regular reports on team performance and customer feedback for management review. Identifying opportunities for process improvements and making recommendations for changes.Communication and Collaboration:Serving as a liaison between the customer service team and other departments (such as sales, marketing, product development) to ensure alignment and collaboration.Communicating updates, changes, and important information to the team in a clear and timely manner.Facilitating team meetings and fostering a positive and collaborative team culture.Performance Metrics:Tracking key performance indicators (KPIs) such as response time, resolution time, customer satisfaction scores, and first contact resolution rate.Analyzing data to identify trends and areas for improvement.Developing action plans to address performance gaps and drive continuous improvement. Show less

  • Continuous Improvement & Change Manager

    Jul 2022 - Dec 2023

  • Customer Service Team Leader

    Oct 2021 - Jun 2022
• 

  Concentrix

  Jan 2024 - now

  Change manager

  *Applying a structured methodology and contributing to change management activities. *Applying a change management process and tools to develop a strategy to drive the adoption of the changes required by the project. *Supporting communication efforts including drafting of comms for various stakeholders cascading key messages and interventions required at various stages of the project. *Designing, developing, delivering, and managing communications for a wider project team. *Assessing and planning change interventions. *Conducting Change Impact Assessments, assessing change readiness, identifying, and mapping key stakeholders to develop a coherent plan that will address change needs*Identifying training needs. *Creating Training Needs Analysis to support change programs. Influence the design and delivery of training programs, including coaching project teams as required. *Reporting and documentation. Show less