Tracey Forgus

Experience

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  False Bay Collge

  Apr 2007 - Jun 2007

  Temporary Receptionist
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  Ernston Accounting services

  Jul 2007 - Sept 2007

  Accounting Clerk

  Bank Reconcilliation, Debtors, creditors, balance sheet and income and expenditure. Financial services.

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  Merchants

  Sept 2007 - Jun 2012

  Customer Service Representative

  Department: Accounts Service Department (Authorisation)Period: August 2008 – June 2012Duties:• Responsible for authorizing orders by obtaining credit card details within a secure environment.• Ensuring all policies processes and procedures are adhered to at all times.• Cancel orders and chase payment for delivered un-authorized orders.• Doing security checks on customer’s details to prevent any fraudulent activities on credit cards.Position Held: Customer Services Agent - Transactional services and outboundPeriod: March 2008 – July 2008Duties: Inbound and outbound call : Complaints & queries as well as emails Understanding customer queries Redirecting emails send to the wrong departments Assisting customer with in-store promotion and special events. Redirecting customers to the correct store departments.Position Held: Customer Services Agent – (Home shopping and Transactional services.Period: September 2007 - March 2008Duties: Inbound and outbound call : Complaints & queries as well as emails Understanding customer queries Resolving client queries with liaison with U.K retail stores & services Recording of accurate customer and order information Managing of customer follow-ups & emails in a timely manner Ensuring the quality of service is maintained Maintaining U.K data protection laws and direct marketing procedures are followed at all times Ensuring established call handling procedures are adhered to and applied wherever possible Ensuring that calls are resolved within the allocated time Ensuring that calls are closed efficiently Ensuring all policies, processes are complied toRisk management Show less

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  Merchants

  Jun 2013 - Jun 2018

  Team Manager

  Manage agent and overall team performance Productivity Service quality Adherence to schedule Attendance and overtime Adherence to processPerformance management relating to: Ensure performance contract are in place and provide regular constructive feedback Address and manage HR and disciplinary related issues Monitor moral and motivate staff Ensure career and personal development plans are in place Provision of tools and resources to ensure optimally skilled agents Ensure company policy is applied and is consistent Identify training needs and contact interviews with relevant supplierShift management relating to: Monitor service reliability by monitory all aspects of SLA’s and service offering Maximizing of operational efficiencies Ensuring proper shift coverage Real time queue and turnaround time monitoring  Developing action plans for any service recovery, activities or campaigns that might affect the CSC Resolution and escalation of operational issues as and where necessary Handle second level queries and professional to ensure customer satisfactionInformation management team, peers, management and client with regards to: Shift handovers and briefing Training and development of team Requirement for forecasting and scheduling MJS requirements Team performances Agent attendance Productivity SLA adherence Accuracy and completeness of agent’s overtime Outbound campaignsService Quality relating to: Providing constructive support and guidance CSR regarding SQ feedback Ensure all agents receive coaching and SQ feedback Show less

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  EXL

  Jun 2018 - Sept 2022

  • Lead Assistant Manager

    Oct 2019 - Sept 2022

  • Assistant Manager

    Jun 2018 - Oct 2019
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  Teleperformance

  Sept 2022 - Nov 2023

  Account Manager
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  EXL

  Nov 2023 - now

  Transition Program Manager