Shoneez Phil
Results-driven Call Centre Supervisor and Customer Service Professional
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About
Results-driven Call Centre Supervisor and Customer Service Professional with over 5 years of experience in high-pressure, target-driven environments. Proven ability to lead teams, improve operational efficiency, and deliver exceptional customer experiences. Strong background in managing KPIs, exceeding SLAs, and developing high-performing teams. Seeking to contribute my leadership and customer service expertise to a dynamic organisation.
Experience
Visa Consultant at Smart VIP Services (Pty) Ltd (2022-10 – Present)
- Manage high volumes of visa applications for international travel with accuracy and efficiency
- Provide professional client support via phone, email, and online platforms
- Ensure compliance with embassy requirements and documentation standards
- Track and follow up on applications, reducing delays and improving client satisfaction
- Maintain strict confidentiality and handle sensitive information responsibly
Call Centre Supervisor (Bookings) at CFAO Motors (2021-01 – 2022-07)
- Led and managed a high-performing call centre team in a fast-paced environment
- Monitored real-time performance, ensuring all KPIs and SLAs were consistently achieved
- Improved team efficiency and reduced errors through structured coaching and feedback
- Handled customer escalations professionally, ensuring quick resolution
- Conducted performance reviews, training, and staff development initiatives
- Assisted in recruitment, onboarding, and workforce planning
Switchboard Team Leader at CFAO Motors (2019-04 – 2020-12)
- Supervised switchboard operations, ensuring efficient call handling and routing
- Managed staff schedules to align with call volumes and business needs
- Coached team members to improve communication and service delivery
- Produced performance reports and supported management with operational insights
Call Centre Agent at CFAO Motors (2017-10 – 2019-03)
- Handled a high volume of inbound calls while maintaining excellent service standards
- Resolved customer queries efficiently and escalated where necessary
- Maintained accurate records and ensured professional communication at all times
- Consistently met and exceeded performance targets
Education
Matric / National Senior Certificate – Hoërskool Die Burger (2014)
