Shazia. Mohamed

With 15 years of hands-on experience in the Contact Centre Industry, I've gained a deep understanding of what drives exceptional customer service. My journey, particularly with CCI, has been an incredible adventure filled with invaluable lessons and amazing people who've shaped my approach to work. Starting from the ground up and experiencing every level of the Contact Centre world has been a blessing, and I'm now eager to take on bigger challenges.

As a passionate, punctual, and organized professional, I'm looking for a company that shares my enthusiasm for growth, development, and making a real impact – where I can bring my skills and energy to the table and be part of something truly amazing. I'm driven by a desire to learn, grow, and contribute to a team's success, and I'm excited to bring my expertise to a new challenge. With a strong background in multiple facets of Contact Centre operations, I'm confident in my ability to make a meaningful difference.

Let's connect and explore how I can contribute to your team's success.

Operations Manager/ Acting Senior Operations Manager at CCI (2021-01 – Present)

• Leading and managing a team of operations managers and agents
• Driving operational excellence and efficiency
• Developing and implementing strategies to improve performance and customer satisfaction
• Managing budgets, forecasting, and resource planning
• Overseeing quality control and assurance processes
• Identifying and mitigating operational risks
• Collaborating with other departments to align operations with business goals
• Managing client relationships, ensuring client satisfaction, and driving growth
• Driving process improvements and innovation
• Coaching and developing team members
• Analyzing data and reporting on performance metrics
• Ensuring compliance with regulations and company policies
• Building strong relationships with clients, understanding their needs, and identifying opportunities for growth
• Collaborating with clients to deliver exceptional service and drive business success
• Managing client communications, escalations, and contract renewals
• Scheduling and forecasting to meet client demands
• Managing agent capacity and utilization
• Optimizing workforce deployment
• Tracking and analyzing KPIs (e.g., service levels, occupancy)
• Coaching and developing agents to improve performance
• Identifying and addressing performance gaps
• Leading and motivating the team to achieve operational goals
• Developing and implementing training programs
• Succession planning and talent development
• Collaborating with other departments (e.g., sales, marketing)
• Managing relationships with clients and vendors
• Communicating operational plans and results to stakeholders

Team Leader at CCI (2012-01 – 2021-01)

• Managing Agents
• Compiling Briefing notes
• Coaching New agents – overseeing growth and development
• Daily Dip checks on calls to customers of the business
• Scheduling meetings and planning
• Accurate reporting of Stats Delivery of team based performance targets
• Support a team of contact Centre consultants
• Adhere to campaign structured approach to performance management and improvement including coaching and developing agents, holding team briefings, hosting weekly/ monthly calibration sessions
• Delivery of performance related feedback to staff
• Manage and reduce absence levels across the team in line with company standards
• Setting team objectives and regular review periods
• Driving continuous improvement in the service provided to customers
• Coaching and mentoring staff across various levels of seniority
• Inspiring team members to provide market leading customer service levels
• Support projects and new initiatives across the organization

Agent/sales - Customer service agent at CCI (2010-01 – 2010-12)

• Answer incoming calls and respond to customer's emails
• Management and resolve customer complaints
• Sell products and place customer orders in the computer system
• Identify and escalate issues to supervisors
• Provide product and service information to customers
• Research required information using available resources
• Research, identify, and resolve customer complaints using applicable software
• Process orders, forms, and application
• Route calls to appropriate resources
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Upsell products and services
• Complete call logs and reports
• Other duties as assigned

Face to face sales-customer service agent at Nokia Care (2009-01 – 2009-12)

• Selling company goods, products, and services in order to increase profit
• Looking for potential new clients and buyers
• Explaining the benefits of the products, goods, or services they sell to new customers in order to promote and build loyalty to their brand
• Servicing existing clients
• Managing client relationships through all phases of the sales cycle
• Overseeing online transactions and sales
• Working closely with operations and customer support to ensure customer satisfaction
• Assisting customers with complaints or inquiries related to products, services, or purchases
• Tracking volumes, numbers, and margins by reviewing Sales reports
• Achieving weekly, quarterly, monthly, and annual volume and margin sales targets
• Developing strong relationships with key accounts to maintain a high level of service and client loyalty

NQF Level 4 in Contact Centre Operations – Services SETA (2018-01 – 2018-12)

Certificate of Achievement in STAR – LEAP Supervisory Development Program (2018-01 – 2018-12)

Matric (NSC) – Stanmore Secondary School (2008-01 – 2008-12)