Ramon Wilson

Experience

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  Department of Justice and Constitutional Development

  Jan 1993 - Apr 1994

  Financial Clerk
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  Pretoria Pools

  Jan 1995 - Jan 1996

  Shop Manager
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  Edgars Group

  Jan 1997 - Jan 2001

  Supervisor
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  University of South Africa

  Jan 2002 - Dec 2002

  Call Centre Agent / Student advisor
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  The Automobile Association of South Africa

  Dec 2002 - Dec 2012

  Emergency Call Centre Supervisor

  Supervised a team of up to 15 call center agents, analyses statistics and other data to determine the level of customer service performance achieved by the team and coached team to reach their goals.• Coordinated bi-weekly conference calls with program managers to discuss and identify possible trends that may impact call center service levels• Prepared weekly and monthly metrics reporting to track team performance• Implemented coaching, effective feedback, professional development, and corrective action plans• Empowers and develops staff in the division so as to take on more responsibility• Encourage open, honest and regular communications at all staff levels within the division Show less

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  The Automobile Association of South Africa

  Mar 2013 - Aug 2013

  Emergency Call Centre Supervisor
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  Aramex

  Jan 2014 - Apr 2014

  International Contact Centre Team Leader
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  Universal Health Care

  Nov 2014 - Jun 2015

  Call Centre Agent

  Responded to customers' queries and concerns politely and professionally, handling the issues adroitly, and assisting each caller to resolve their issues.• Respond to authorized service center's inquiries via email or phone, and resolved issues efficiently and professionally• Built and retained customer loyalty through timely and effective first-call resolution• Completed ongoing training to stay abreast of product, service and policy changes• Observed and exceeded company identified performance metrics and compliance measures to ensure retention of inbound call volume• Attended monthly client meetings to provide feedback on Campaign and Team's productivity• Addressed customers' queries pertaining to medical aid promptly Show less

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  Innovation Group South Africa

  Jul 2015 - Jan 2018

  Contact Centre Team Leader

  Supervised a team of up to 15 call center agents answering customer inquiries regarding products and services, training contact center staff, and empowering team members to solve customer issues promptly Executed new departmental policies, procedures, operating structure and information flow with keen attention to detail• Executed new departmental policies, procedures, operating structure and information flow with keen attention to detail • Revised and implemented several operational processes to create a robust customer service experience • Created contact center performance metrics which established consistent, data-based performance tracking tools • Created and delivered trending reports to identify and resolve areas of opportunity to affirm the success of the contact center • Obtained the workforce and recruitment plans created by the line manager and planned execution within the given timeline • Co-ordinated with HR the recruitment, training, and coaching of contact center employees • Conducted training session with the employees and educated on the industry's best practices to ensure smooth execution of the operations Show less

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  Randgo Rewards

  Jan 2018 - Mar 2020

  Contact Centre Manager

  Recruited and trained staff, implemented office procedures, maintained high customer service standards, evaluated contact center performance, managed a team of up 10 contact center agents and handled the most complex customer inquiries.• Develop a caller authentication procedure to ensure customer confidentiality • Lead a process improvement analysis and implementation that reduced caller wait times • Generate weekly reports to monitor department and improve customer service • Design training programs to better provide exceptional customer care, monthly reports, and quarterly meetings as well as employee evaluations • Leverage data analytics to implement process improvements optimizing collection results • Collaborate with Quality Assurance and Training Departments to develop monitoring and testing methods • Monitor software and back-end contact management system, nuisance reports, performance reports and payroll • Fulfill the human resource requirements through recruitment, training, and coaching of existing and newly hired staff Show less

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  Qphoto

  Jun 2020 - now

  Call Center Manager