Zenobia Katts

Experience

• 

  Cell C

  Jan 2000 - Jan 2006

  Manager

  Inbound Call Centre AgentClient Liaison OfficerNational Technical Supervisor

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  Altech Autopage Cellular

  Oct 2010 - Jan 2014

  CRM Operations Manager (Sales Ops)

  Performance Management:Ensure regular one on one coaching sessions is conducted with staff, Compilation of all job descriptions for direct reports and staff, Counsel and performance staff on non adherence to performance benchmarks, Resolve disciplinary issues, Recommend, arrange and issue verbal and written warnings in line with Altech Disciplinary Code of Conduct. Maintain all Email Queues: Ensure that all SLA TAT are met with new queries, Ensure that the workflow is effectively distributed amongst staff, Ensure that all communication sent from Support Staff is fully explanatory and professional, Ensure that the pending queues are completed within TAT and that the team informs all relevant stakeholders of any possible delay, Assist in the designing, maintaining and improvement of the workflow/processes, Ensure that all staff is aware of the process and turnaround times. Reporting: Internal port report distribution to Business Sales Management and Sales Ops Management, Checking daily retention report and ensure posting of IMEI’s is up to date, Daily team progress reports, Distribution of the daily Business Connections Report, Assisting Sales Operations Manager with the monthly MML, Weekly attendance register, Assist management with monthly incentive for staff. Query Escalation/Resolution/Management:Assist management with the resolution of queries and escalations, Ensure that escalations are minimized and that first call resolution is attained and adhered to, Ensure that queries and escalations are completed within the same day, Keep on record all escalations and complaints for incentive management. Maintaining Productivity of Team:Ensure that the queries are allocated evenly throughout the team to ensure optimal productivity Ensure that all agents are cross skilled across all customers and query types Train staff on products and servicesIdentify potential candidates for succession planning and up skill accordingly Keep staff informed of updated information. Show less

• 

  Altech Autopage

  Mar 2011 - Jan 2014

  Responsible for ensuring that the store trades in ccordance with the trading hours.Open & close the store daily. Manage all aspects of security & financial compliance within the store as prescribed in the Audit, Risk & Financial Management policy document. Manage agents in terms of working hours, disciplinary issues,performance issues,employee wellbeing. Ensure that the store achieves the minimum number of sales/retetentions per month. Manage agents output against required stds. Ensure store achieves a minimum 95% + rating per mnth based on Ransys feedback. Manage & achieve budget with respect to telephone usage, refreshments,stationery & any other incidentals used in the store environment. Perform daily cash ups ensuring accuracy & compliance with all required processes. Manage stock in the store. Liaise with mall mngmnt to ensure compliance with all regulations & instructions. Establish & maintain relationships with all network & OEM field market reps,ensuring that the store is offered a high level of field marketing support by all partners. Manage branding in line with the processes & procedures as prescribed by the marketing department of Autopage. Ensure that the store is maintained in a clean,tidy & appropriate condition at all times through rostering of cleaning duties amongst all staff. Address & resolve all customer complaints appropriately within the store. Where necessary escalate customer complaints to the regional manager & ensure full closure & customer satisfaction within a maximum of 24 hours. Ensure that all store staff are fully & adequately trained & assessed for knowledge. Arrange refresher training as & when required,based on feedback received via complaints.Ensure that new products are appropriately introduced via documented training & assessment plans. Provide daily, weekly & monthly reporting. Show less Customer Satisfaction: Allocate and respond to escalations to consultants upon receipt within 2 hour of receipt. Ensure escalations are minimized and first call resolution is maintained and adhered to. Monitor feedback to customers at > 3 hour intervals per day. On final resolution of escalation provide a courtesy call to ensure no further come backs.Customer Complaint Investigations: Acknowledgement of customer complaints routed to the MD’s office and Craig Venter’s office or any Altech Escalations. Thorough investigation of complaint. Feed back/resolution of customer complaints with in the agreed upon turnaround time. Constant tracking and feedback provided to customer of his/her complaint Total ownership of customer complaint from point of contact to full resolution and closure of customer complaint Ensure that all resolutions/feedback adheres to company policies and procedures Maintaining of exceptional customer service standards Assist with adhoc Escalated complaints Assist with walk in customers requesting to speak to the MD/CEO Liaise with GM’s and Directors regarding escalations Reports: Daily documenting of customer complaints for tracking purposes Weekly reporting to the MD and Paula (PA to CGV) Monthly documenting of all complaints with a specific view to identify key root causes and volume generators All updated reports saved to G drive Administration: All interactions pertaining to customer complaints are fully noted on SSS system (both internal & external interactions) All report administration is performed daily and accurately Adhoc Duties: Assist with drafting Policies and Procedures .Implementation of Policies and Procedures Provide suggestions of possible developments within the organization Look at ways of improving Customer service/Experience Show less

  • Store Manager

    Jan 2013 - Jan 2014

  • Manager (Escalations and Client Liaison Desk/Voice of Customer)

    Mar 2011 - Jan 2013
• 

  CSSI (Pty) Ltd

  Jul 2015 - Jul 2016

  GM

  Select, supervise and support the CSSI teamUphold CSSI policiesPublic RelationsMarketingOperations and Service ReportingFinancials

• 

  Botlhale Africa

  Aug 2016 - May 2018

  • Project Manager

    Jan 2017 - May 2018

  • Sales Executive - Training and Development

    Aug 2016 - Jan 2017
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  Tsebo Solutions Group

  Jun 2018 - now

  Project Manager