Team Manager - Tenacity Financial Services
(2024-10)
- Manage daily operations: Supervise, lead and performance manage a team of agents
- Drive and manage client service objectives and call times
- Ensure correct procedures are followed and give direction to employees on what to do and how to improve
- Support teams in resolving escalated customer queries
- Develop and implement programs and procedures to improve productivity (efficiencies)
- Adopt and manage first call resolution competency
- Detect and escalate Fraud and misrepresentation to the respective lines and department
- Ensure 100% adherence to WFM schedules and participate in forecasting
- Action any ad-hoc requirements
- Conduct regular one-on-one meetings with members of the team to identify any areas of concerns and implement appropriate corrective actions
- Identify training needs and ensure adequate coaching takes place
- Upskill team in resolving escalated customer queries
- Develop the team through motivation, counselling, soft skill training and product knowledge education
- Conduct QA audits for all agents on a weekly basis
- Ensure new starters effectively transition into the team
- Conduct probation review meetings during first 3 months of employment
- Address any behavioural concerns in line with the Company's Disciplinary Policy
- Manage the team's absenteeism in line with the Company's Absence Management Policy
- Ensure trackers (IR, Absence & PIP) are updated on a daily basis
- Ensure all leave transactions is processed on ESS
- Manage the waybill and overtime/special time to payroll
- Manage the termination process for all agents leaving Tenacity
- Set, track and report on individual targets for each agent within the team
- Collate and effectively utilize reports for performance management of department KPI's
- Conduct monthly performance reviews with team
- Address any underperformance in line with the Company's Performance Improvement Policy
- Ensure effective recruitment practices when employing new employees
- Ensure the team has the resources and tools to perform what is expected of them
Quality Assurer - Tenacity Financial Services
(2023-06 - 2024-09)
- Provide feedback to Team Leaders and Managers for the coaching and performance management of their Agents
- Produce weekly Quality Assurance management reports
- Gather and collate customer interaction/Quality Assurance reports
- Build and maintain relationships with Agents, Team Leaders and Managers
- Provide coaching and developmental feedback to Agents
- Complete all required ad hoc requests
Lead Quality Assessor (USA auto insurance campaign) - WNS Global Services
(2021-08 - 2023-03)
- Ensure professional, polite and efficient service is rendered to customers at all times, by conducting regular call assessments and audit
- Conduct call assessments checks to meet SLA's
- Provide assessment feedback to the agents
- Provide supportive coaching for struggling agents
- Brainstorming new ideas to reduce error trends
- Assist with taking calls if the line adherence is really low
- Assist with email and chat enquiries from customers
Customer Services - The Foschini Group
(2019-01 - 2021-07)
- Handle customer's TFG accounts
- Respond to customer complaints via email and/or call
- De-escalate irate customers
- Assist with training new employees to how our systems work
- Deal with customer queries accordingly, and refer to relevant department if necessary
- Liaise and communicate effectively with different departments within the company
- Assist customers to better understand how accounts work
- Sell customers on available products they can purchase that would have discounted benefits on their accounts
- Resolve customer queries via chat support and emails
Intern - So Treal (Pty)Ltd
(2017-01 - 2017-12)
- Required to draw workflows of all the necessary requirements that need to be met in order for events to run smoothly
- Social Media Marketing
- Contact radio stations to try and organise interviews or submit music for the artists, as well as TV stations to try and organise airplay for music videos
- Completing and submitting SAMRO documents to SAMRO when one of our artists released new music
- Come up with new ideas for events
- During events I would ensure artists were on their way to the venue an hour before they were suppose to perform and I made sure the program ran as scheduled (no overlapping performances)
PA and Compliance - Amanzi Blue Event Solutions
(2014-02 - 2016-06)
Part time job during my studies
- Administrative work at the CTICC for conference events
- Ushered at the Zeitz Mocca Museum during its grand opening
- Worked as a PA for supervisor and liaised with different departments
