Vinoria Jacobs

Self-directed, action-oriented individual with over 10 years’ experience in the Contact Centre Customer Service industry.

Experienced professional who is enthusiastic about delivering excellent service and driving operational excellence.

Proven record in team leadership, process optimization, and achieving service delivery targets.

Adept at managing high-performing teams, improving customer satisfaction, and fostering continuous development.

Experienced customer service and call center manager with a strong track record of improving team performance, optimizing operations, and enhancing customer satisfaction. Skilled in leading teams, setting performance targets, coaching, and implementing strategic initiatives to drive efficiency.

Key Roles:

1. Customer Service Manager (Shout-It-Now, May 2021 - Present): Led daily operations, improved performance by 25%, reduced wait times by 15%, and achieved 95% customer satisfaction.
2. Call Centre / Telehealth Supervisor (Shout-It-Now, Oct 2020 - Apr 2021): Managed health-related inquiries, maintained high SLA compliance (95%) and 97% QA rate.
3. Contact Centre Team Leader (Harambee Youth Employment, 2019): Enhanced agent performance by 20% through coaching and process improvements.
4. Senior Team Leader (Merchants - Cell C, 2013 - 2019): Managed 20 agents, maintained SLA compliance, and helped expand the center’s shift offerings.

• Operational & Resource Management
• Performance Monitoring & Development
• Customer Experience & Reporting

Bcom Financial Management expected completion date June 2025 (2 modules)