Patricia NoveNomber

A detailed - orienteering team leader with 10 years of experience in leading and managing teams. Ensuring excellent customer service, smooth run of daily operational requirements and customer satisfaction. Technically skilled, Responsible for guiding and ensuring teams understand the objectives and work together to achieve it.

Developing and implementing a timeline my team will use to reach their goal, by ensuring goals are specific, measurable, achievable, realistic and timely. Fostering a cohesive, creative and comfortable working environment, mediating any interpersonal issues within the team.

Professional Experience

Responsibilities as Call Centre Team Leader (Utilities) Gas and Electricity

● Managing a team of up to 16 cross advisors International Clients.

● Responsible for Customer queries on gas and electricity NPS, Bill to Pay,

Compliance, Complaints, Governance and general call centre metrics.

● Management of daily planning and team operations within the call centre to

deliver targeted customer service and queries

● Establish and manage the performance goals to align with the client’s business

objectives.

● Managing effective benchmarks for the measurement of GSAT, NPS and First

call Resolution scores, as well as financial gain through absence management

and adherence to schedule.

● Manage programs for retention, training, development and staff motivation /

morale.

● Conducting team meetings, provide training and support, as well as updates

for customer recovery, account support, CS returns campaigns and activities,

procedural changes and management directives.

● Management of client relationship on an operational level.

● Regular reporting on performance and operational issues.

● Monthly reviews of individual advisor KPI’s in line with Operational

requirements.

● Collaborating with WFM and resource planning teams ensuring correct

workforce planning.

● Managing Account Support Complaints, responsible for ensuring customer

account corrections are done, such as removal of interest or false arrears, and

balancing invoices through account adjustments.

● Managing advisors responsible for ensuring that all client return items are

inspected by the returns (warehouse) centre; that refunds are placed on

accounts within the stipulated timeframe; troubleshooting electrical items

before referring clients to the suppliers; booking inspections for furniture

items; and reading engineer reports.

● Managing Customer Relations responsibly for handling all customer

complaints and finding effective solutions to resolve the clients query in a

in a timely manner.

Matric

IT Business Campus – Bellville – Business Studies Diploma

BA Degree Criminology - UCT – Distance learning –

Serco Business Management - #Fuel Your Intelligence Business Studies BPA 2 yrs

Accrecited Certificate.