Henry Smith

Experience

• 

  Velociti PTY Ltd

  Nov 2008 - now

  • Responding to the clients emails sent via head office as well as all clients related queries from consultants.• Supervising responses to social media complaints/compliments that are allocated to relevant consultants to assist.• Ensuring all agents are present for work as well as completing shift register and login times on daily report.• Ensuring the shift is completed successfully and any agent queries are resolved daily.• Escalating all customer complaints to the relevant department via email as well as telephonically when necessary (supervisor calls) .• Ensure all consultants are adhering to the 2 second response call time on report manager.• Ensure the shift service level is met successfully as it has an target of 90% overall to be met.• Coaching and compliance for all agents as well as training sessions weekly. Show less Day to Day Duties• Responding to the clients emails sent via head office as well as all clients related queries from consultants.• Supervising responses to social media complaints/compliments that are allocated to relevant consultants to assist.• Ensuring all agents are present for work as well as completing shift register and login times on daily report.• Ensuring the shift is completed successfully and any agent queries are resolved daily.• Escalating all customer complaints to the relevant department via email as well as telephonically when necessary (supervisor calls) .• Ensure all consultants are adhering to the 2 second response call time on report manager.• Ensure the shift service level is met successfully as it has an target of 90% overall to be met.• Coaching and compliance for all agents as well as training sessions weekly.Overall Duties Team Leader-Customer satisfaction and problem solving for every query received at the call centre. Show less COMMUNICATION• I have good communication skills and diplomacy with customers. I can give clear instructions and advises when dealing with people.• Communication skills have improved my interpersonal communication; I can communicate well with other people(verbal and non-verbal) TEAM WORK • Experience of working within a team based culture involved compromise, commitment, planning, organization and time management.PROBLEM SOLVING• Development of strong analytic and diagnostic skills.• Dealing with customer queries has taught me to remain calm and efficient and find solutions to problems.• Attention to detail together with an ability to work under pressure and to tight deadlinesCOMPUTER RESERVATION• Proficient in a number of word processing packages, in particular Microsoft Word, appropriate proficiency in computer studies including Microsoft office, Outlook, Excel, PowerPoint, email and sourcing information on the Internet• Good typing skills• Can work on SAP CRM. Show less

  • Call Centre cConsultant

    Nov 2008 - now

  • Team leader

    Jan 2015 - Jan 2016

  • Shift leader

    Nov 2008 - Dec 2015
• 

  CCI CBD

  Jan 2016 - now

  Team Manager

  Day to Day Duties• Responding to the clients emails sent via head office as well as all clients related queries from consultants.• Supervising responses to social media complaints/compliments that are allocated to relevant consultants to assist.• Ensuring all agents are present for work as well as completing shift register and login times on daily report.• Ensuring the shift is completed successfully and any agent queries are resolved daily.• Escalating all customer complaints to the relevant department via email as well as telephonically when necessary (supervisor calls) .• Ensure all consultants are adhering to the 2 second response call time on report manager.• Ensure the shift service level is met successfully as it has an target of 90% overall to be met.• Coaching and compliance for all agents as well as training sessions weekly. Show less