Christo Coulson

20 years' experience in Contact Centers environment and 7 years' experience in BPO, ranging from Sales, Customer Service, Utilities, Project Management, Distribution and E-Commerce all while working in a fast paced environment. Specializing in E-Commerce and onboarding new brands while streamlining processes within Contact Centers has help me achieve my set goals. Proven track record of achieving targets and making sure the business revenue targets are achieved.

Group Contact Center Sales Manager at Sigma Connected (2025-05 – Present)

• Lead, coach, and develop a team of inbound and outbound sales agents
• Drive achievement of sales targets, conversion rates, and customer retention goals
• Conducted weekly performance reviews and skills training
• Implemented new sales methodologies
• Monitor and improve call quality, compliance, and customer experience
• Analyze performance metrics and deliver actionable insights to senior leadership
• Collaborate with marketing and product teams to support campaigns and upselling initiatives
• Manage workforce planning, shift scheduling, and resource allocation
• Handle escalated customer issues and ensure timely resolution
• Implement continuous improvement initiatives across sales processes and systems
• Ensure compliance with UK regulations including GDPR, FCA, and Ofcom standards

Group Contact Center Manager at WNS Global Service Pty Ltd (2022-06 – 2025-05)

• Worked closely with internal and external clients for PEPKOR Group
• Delivered MBR and QBR with our analytics team
• Driving operational excellence & performance in both inbound and outbound Customer Service
• Servicing different Brands with different outputs for, PAXI, Tekkie Town, Refinery, Dunns, Shoe City, Ackermans, PEP cell, and PEP money
• Overseeing Pep Money for cross border transfers
• Onboarding new brands and making sure staff are equipped to handle any customer queries to the fullest
• Working with PEPKOR Logistic Team and couriers in order to get parcels to their destinations with required SLA
• Channels include Phone/Emails/Chats and all SM platforms
• Growing the business by delivering an increase in revenue and value for the business
• Executing strategies to improve your teams' overall performance
• Leading a team of Assistant Managers/Team Leaders to perform effectively against set targets/KPIs
• Leading interventions in the campaign that deliver cultural change and transformation within the business
• Managing change by ensuring that your teams are fully prepared through effective leadership, coaching and support
• Working closely with HR, Training and QA / WFM / MI to support the journey of new starters
• Implementing resource and contingency arrangements
• Client liaison
• Process ownership and improvement
• Monthly payroll for the division
• Ensuring achievement of SLA's across multiple channels through effective use of staff and multiskilling
• Monthly one-on-one sessions conducted with Team Managers

Team Manager at Kingmakers (2020-11 – 2022-05)

• Leading a team of agents to perform effectively against set targets/KPIs
• Worked nightshift on rotational basis
• Making sure adhere to all gambling obligations within the market
• Focus on the different markets within Nigeria, Kenya and Ethiopia
• Worked closely with internal stakeholders within UK, US, Dubai, SA and Scotland
• Project management in the opening of the SA market with stakeholders in the UK
• Focus on delivery World Class Service in order to compete with the challenging market
• Conducted Weekly and Monthly sessions with the team in order to drive ongoing improvements

Group Operational Manager at Vodacom (2017-03 – 2019-09)

• Delivering support to 22 Store Managers in WC and SC including overseeing a team based at Head Office
• Making sure billing VS activations are checked and concluded
• Reporting to HOD for Operations with regards to weekly and monthly reports
• Reporting to MD with regards to billing of stock VS activations
• Dealing with clients on a daily basis, either face to face or on the phone
• Identify and monitor issues and problems and making sure it is being streamlined
• Ongoing developments within the department to save cost and still have a BAU department
• Attending monthly managers meetings that includes all store managers country wide and delivering reports and feedback from Service providers
• Identifying of new ways of doing sales within the retail environment
• Handling any staff related issues and working closely with the HR department
• Started an outbound call centre for outbound Sales for HQ. This included the entire end to end process

Team Leader at On The Dot (2007-08 – 2012-10)

• Team Manager for 20 agents
• Driving Sales and daily KPI targets within the department
• Working closely with Multi Choice and distribution of devices to different regions and stores
• Managing distribution of books to all stores and ensuring SLA achieved

Grade 12 – Bellville Technical High (2001)

Diploma in Customer Service Management – UNISA