Shoneez Phil

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.

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

Matric / National Senior Certificate – Hoërskool Die Burger (2014)