Salma Simjee

Experience

• 

  Dimension Data

  Jan 2002 - Jan 2006

  • Assessing of calls, feedback of assessed calls, sending feedback to team leaders, notifying management of trends picked up during assessments, wire jacking with staff. • Setting up calibration sessions, report writing for management and team leaders, weekly team meetings on trends, monthly reporting to management, • Running incentive programs for staff who improve on their overall monthly average scores. • I worked on 4 different client accounts for the organization during that period. Show less

  • Quality Assessor

    Jan 2003 - Jan 2006

  • Customer Service Agent

    Jan 2002 - Aug 2003
• 

  Tracker Connect (Pty) Ltd

  Aug 2006 - Jul 2009

  Quality Assessor

  • Assessing of calls, feedback of assessed calls, sending feedback to team leaders, notifying management of trends picked up during assessments, wire jacking with staff• Setting up calibration sessions, report writing for management and team leaders, weekly team meetings on trends, monthly reporting to management,• Running incentive programs for staff who improve on their overall monthly average scores.

• 

  Netstar

  Jul 2011 - Jul 2014

  • Setup the quality assurance model for the organization and ensured that the process was viable.• Evaluated the quality of service provided against set measurements.• Evaluated and assessed individuals while on the job. • Conducted weekly calibration sessions with stakeholders to ensure consistency and transparency in the way we evaluate and measure individuals. • Assisted individuals in growing within their areas of responsibility/development.• Notified management of trends picked up during assessments.• Ran the incentive program for staff who improved on their overall monthly average scores. Show less

  • Quality Assessor

    Sept 2012 - Jul 2014

  • Customer Service Representative

    Jul 2011 - Sept 2012
• 

  Investec

  Aug 2014 - Nov 2016

  Client Experience Coach

  • Identified the development requirements of individuals by evaluating the quality of services they provided against set measurements.• Conducted weekly calibration sessions with stakeholders to ensure consistency and transparency in the way we evaluate and measure individuals. • Assisted individuals in growing within their areas of responsibility by ensuring:- Consistent focus was brought to developing the necessary coaching skills.- Providing on-the-job support and feedback.- Conducting formal monthly and ad-hoc one-on-one coaching sessions.• Conducted role plays, practical exercises, and evaluations for new starters to ensure business readiness. • Compiled and submitted monthly reports to stakeholders to highlight key client experience trends across all aspects of the business. • Provided and recommended tailor-made solutions that are fit for purpose.• Highlighted the impact and outcomes of people development interventions.• Advised on any new initiatives/changes within the people development space.• Drove business development and process innovation by assisting in identifying areas for improvement across the business.• Suggested possible solutions to drive an improve client experiences. • Participated in the design and enhancement of new quality measurements and processes.• Benchmark UK and SA banking quality processes against industry best practice. • Played an active role in motivating and inspiring individuals to live Investec’s values of client centricity.• Played an active role in ensuring risk consciousness across the business.• Provided feedback to team leaders on the areas for individual and team developed.• Provided growth feedback to learning facilitators on training gaps.• Identified and highlighted trends or concerns regarding new business initiatives.• Demonstrated visibility, purpose and value add to ensure that the relevant expectations, rules, and guidelines of relevant regulators were met within the business. Show less

• 

  EQSTRA Fleet Management

  Dec 2016 - Aug 2020

  • Ensured that professional and high-quality services were offered to all EFM’s customers.• Ensured that accident management customer’s requirements following incident logged were catered for efficiently, effectively and in-line with agreed service levels. • Ensured full adherence to customer’s specific requirements and SLA’s. • Quality control in respect of incidents logged by front line claims administrators.• Allocated and managed customer’s status reports, ensured adherence to internal and external SLA’s.• Ensured 100% adherence to status driven SLAs in respect of drivable vehicles with justification in respect of those incidents falling outside the SLA’s knowledge of impact on business due to management/mismanagement of status reports. • Provided guidance and support to front line claims administrator.• Managed staff members and ensured the smooth running of daily business operations.• Made changes/enhancements to process flows.• Assisted with any ad-hoc queries from EFM management and or customers. Show less • Set the quality assurance model for the organization and ensured that the process was viable.• Evaluated the quality of service provided against set measurements by assessing calls, instructions processed and written communication.• Evaluated and assessed individuals while on the job. • Conducted weekly calibration sessions with stakeholders to ensure consistency and transparency in the way we evaluate and measure individuals. • Assisted individuals in growing within their areas. Show less

  • Operations Team Leader

    Apr 2018 - Aug 2020

  • Quality Assurance Specialist

    Dec 2016 - Apr 2018
• 

  Airlift Technologies

  Dec 2021 - Jun 2022

  Warehouse Operations Manager

  Key Functions & Responsibilities:• Led new dark store launches/expansion at market level by providing hands-on support. • Recruited and selected new staff members.• Managed the performance of warehouse teams.• Collaborated with infrastructure, product, and operations teams to operationalize effectively and solve on-ground problems.• Evaluated business processes and operations to identify breakages/improvements and communicated these with the operations and product teams.• Operationalized career progression frameworks, people policies and systems Show less

• 

  Yassir

  Jan 2023 - now

  Warehouse Operations Manager

  • Lead new dark store launches/expansion at market level by providing hands-on support. • Recruite and selected new staff members.• Manage the performance of warehouse teams.• Collaborate with infrastructure, product, and operations teams to operationalize effectively and solve on-ground problems.• Evaluate business processes and operations to identify breakages/improvements and communicated these with the operations and product teams.• Operationalize career progression frameworks, people policies and systems Show less