Sinos Ironsi

Customer Experience & Operations Leader with 10+ years of experience leading high-performing customer support and contact centre operations across ecommerce, retail, telecommunications, and marketplace environments. Proven success managing omnichannel support teams across phone, email, chat, and social media while consistently improving CSAT, SLA adherence, operational efficiency, and customer retention. Strong experience within ecommerce and DTC environments, with hands-on exposure to Shopify, escalation management, workflow optimization, SOP creation, and quality assurance processes.

Skilled in recruiting, coaching, and developing customer support teams while driving operational improvements through data-driven decision-making and cross-functional collaboration. Experienced in leading customer-centric operations within fast-paced environments requiring strong multitasking, empathy, communication, and process ownership.

Country Manager (US/CA) - Desky

(2024-06)

• Lead offshore customer support operations across email, chat, and social media channels for US and Canadian ecommerce customers
• Manage customer experience operations with a strong focus on maintaining CSAT scores above 4.5 through quality management and continuous improvement initiatives
• Recruit, onboard, coach, and develop support agents through structured feedback sessions, QA audits, and performance reviews
• Monitor operational KPIs including response times, productivity, customer satisfaction, and resolution rates to improve team performance
• Manage escalations, fraud cases, refunds, and chargeback reduction strategies while ensuring customer satisfaction and brand consistency
• Identify operational bottlenecks and implement workflow improvements that enhance efficiency and reduce handling time
• Produce operational reporting on customer trends, returns, service gaps, and improvement opportunities for leadership teams
• Collaborate cross-functionally with operations and leadership teams to implement scalable customer experience processes
• Develop and maintain operational standards, escalation procedures, and quality expectations across support channels
• Support ecommerce operations through platforms and tools including Shopify and customer support systems

Customer Experience Manager - Takealot Group

(2022-09 - 2024-05)

• Designed and optimized end-to-end customer journeys across multiple ecommerce brands and customer touchpoints
• Implemented Voice of Customer (VoC) programs to identify customer pain points and improve overall service delivery
• Partnered with senior stakeholders to define and execute customer experience strategies aligned to business objectives
• Conducted detailed data analysis to identify trends, inefficiencies, and operational improvement opportunities
• Collaborated with BI teams to automate reporting and improve visibility of operational KPIs and customer metrics
• Improved customer experience processes through workflow redesign and operational enhancements
• Supported continuous improvement initiatives focused on efficiency, retention, and customer satisfaction
• Worked closely with cross-functional teams to ensure consistent service standards across customer touchpoints

Customer Service Manager - Takealot Group (Mr D Food)

(2021-02 - 2022-09)

• Managed high-volume customer service operations and support teams within a fast-paced ecommerce environment
• Delivered performance against key operational metrics including CSAT, SLA, productivity, response time, and service quality targets
• Led recruitment, onboarding, coaching, and performance management programs to build high-performing teams
• Oversaw escalated customer issues and ensured prompt, professional, and customer-centric resolutions
• Produced executive-level operational reports with actionable insights and recommendations for leadership
• Streamlined operational workflows to improve efficiency, service delivery, and customer satisfaction
• Supported customer service operations across multiple communication channels including phone, email, and chat
• Partnered with operational stakeholders to align service delivery with business objectives and customer expectations
• Assisted with development and refinement of operational procedures and support workflows

Customer Service Manager - Merchants – iiNet

(2016-06 - 2020-02)

• Managed a team of 17 technical support agents within a high-performance contact centre environment
• Maintained top performance across quality assurance, efficiency, productivity, and customer satisfaction metrics
• Reduced absenteeism and improved team engagement through coaching, mentorship, and development initiatives
• Managed escalations, refunds, service recovery, and operational reporting processes
• Conducted regular performance reviews, quality assessments, and coaching sessions to improve agent capability
• Ensured adherence to SLAs, operational procedures, and customer service standards
• Supported process improvement initiatives to improve operational performance and customer experience
• Managed phone-based support operations and customer escalations in a high-volume environment
• Assisted with creation and improvement of operational support procedures and coaching frameworks

Frontline Team Leader - Merchants – iiNet

(2016-06 - 2020-02)

Key Achievements

• Led the top-performing team within the VCC division
• Achieved full KPI targets within two months of appointment
• Maintained the lowest absenteeism levels during the first month of leadership

Team Leader – Telemarketing - The Foschini Group (TFG)

(2018-06 - 2019-09)

• Managed team productivity, coaching, and service delivery performance within a customer-focused environment
• Conducted performance reviews and training interventions to improve productivity and compliance
• Supported continuous improvement initiatives to enhance operational efficiency and customer service standards

Frontline Team Leader - Merchants – ASDA

(2016-02 - 2016-06)

Key Achievements

• Reduced customer complaints and operational costs through data-driven process improvements
• Improved escalation handling procedures and service efficiency
• Developed five agents into leadership positions through coaching and mentorship

Back Office Supervisor - 118 Contact – Office of Consumer Protector

(2012-01 - 2016-01)

• Managed escalations and complex customer complaints within a regulated environment
• Oversaw reporting, training, and performance management activities
• Ensured compliance with operational procedures and service standards

Child Maintenance Team Manager - 118 Contact

(2010-01 - 2012-01)

• Managed team performance, reporting, and legislative process training
• Oversaw operational documentation and workflow management

Technical Support Agent - Hewlett Packard (HP)

(2008-01 - 2010-12)

• Provided multi-platform technical support and troubleshooting assistance
• Managed incident logging and ensured SLA compliance

Call Centre Advisor - Carphone Warehouse

(2006-01 - 2008-12)

• Assisted customers with billing queries, account support, and ADSL setup services

LLB - Law - UNISA

BCom - Management - University of the Western Cape

Certificate - Business Studies - University of the Western Cape

Grade 12 - Woodlands High School