Experience

  • Client Service and Sales Manager

    at Highveld Taxidermist

    January 2017 - at Present

    Gauteng

    • Handling customer complaints and resolution feedback • Building and maintaining relationships with external parties and clients • Ensuring the progression of orders from quote to order stage (conversions) • Dispatching quotes to clients, attending to administrative tasks related to processing of orders, from placement to delivery • Duties as assigned by the Employer relating to maintenance of the website and social media sites and online marketing • Developing sales strategies and sales pipelines • Visit clients of the Employer or to attend Trade Fairs/Shows overseas

  • Client Service Manager

    at Netflorist

    June 2014 - December 2016

    Gauteng

    - Achievement and maintaining of measured metrics within the Contact Centre (NPS, CSAT, SLA) - Sole responsibility of liaising on behalf of the company and customers - Maintain Customer Service levels within NetFlorist - Efficient management of the company’s Contact Centre - Management of the Customer Service Representatives - Investigating and solving procedural flaws within the company’s processes - Handling of all major complaints and offering feedback to all parties - Developing and implementing of Customer Service policies and procedures - Special Occasions management from a procedural and systems perspective

  • General Manager

    at Road Trip

    September 2012 - June 2014

    Gauteng

    • Overall accountability of the Call Centre Management and Driver Management • New Business Acquisition (B2B as well as B2C) • Retention • Complaints Management (all media platforms) • Internal and external communication (email, Twitter, Facebook, HelloPeter) • 2nd in Charge in Director’s absence • Service and Supplier Management • Overall Operational Accountability for the business

  • Call Centre Manager

    at Road Trip

    May 2012 - August 2012

    Gauteng

    - Establishing and maintaining beneficial relationships with a wide network of internal and external suppliers, customers and professional associations. - Ensuring that customers receive prompt, efficient and effective service. - Optimizing productivity while reducing staff attrition and absenteeism. - Effectively using systems to enhance customer experience reduce risk and increase income. - Ensure exceptional standards of professional capability in agents to meet both current and future demands. - Responsible for the execution and governance of HR and Compliance policies. - Provide effective leadership through coaching or mentorship, rewarding, recognising and managing performance - Ensuring the implementation of a streamlined and effective business process and procedure in the operational requirements of the Call Centre - Recruitment, retention and disciplinary responsibilities

  • Call Centre Team Manager

    at Aegis Global

    February 2011 - May 2012

    Gauteng

    - To lead a team of Customer Support Representatives in the British Gas program - To ensure that the campaign runs efficiently from a client business perspective. - To work closely with the Call Centre Manager to ensure the required staff are in place as and when required - To constantly manage and monitor the team to ensure operational efficiency and productivity - To advise the Call Centre Manager of additional motivational, stress management-training requirements. - Conduct daily and weekly team meetings - Motivate, develop & coach - Daily analysis of performance data and actively performance manage staff members - Successful resolution of all escalated queries and customer enquiries. - Administering of contact centre statistics - Ensuring smooth operation of the contact centre - Training of new candidates on the contact centre behaviour and protocols - Maintenance of Service Level Agreements - Monitoring of productivity and resource management

  • Branch Manager

    at Look and Listen

    August 2009 - January 2011

    Gauteng

    - Adherence to operational standards of compliance (operational effectiveness) - Financial effectiveness – specifically control of variable expenses, GP production, sales etc. - Customer service – the service culture of the store and the consequent delivery of service excellence by all subordinates (monitored by the mystery shopper report) - Housekeeping - Performance Management of Subordinates - People Management - Administrative Effectiveness - Stock Control - Ad Hoc Assignments - Innovation - Sales Closure Rates - Service Efficiency - Brand Integrity at Store Level - Administrative Compliance

  • Department Manager

    at Woolworths

    June 2007 - July 2009

    Gauteng

    - Maintaining shop keeping standards within the Woolworths store - Maximizing sales be ensuring that the correct volume of stock is always readily available - Customer Care and Customer Satisfaction - Training and Development of staff - Shrinkage and Loss Control (prevention) - Liasing with Head Office Foods Departments - Availability of relevant Management information - Stock Management - Profiling and Cataloguing of merchandise - Hygiene and Cleanliness - OHSA

  • Soft Skills and Technical Trainer

    at Call Centre Nucleus

    June 2006 - May 2007

    Gauteng

    -Designing and coordinating staff training programs based on organizational and employee needs - Developing of training resources which involved preparation of visual displays and use of researched information, as well as own knowledge - Conducting training courses involving demonstration of equipment, technical skills and soft skills - Obtaining information on work-related external courses - Providing career development sessions with existing staff - Assessing competence of skill with existing and new staff members - Bi-weekly meetings with managers and team leaders discussing training needs within the call centre - Identifying negative trends within the call centre (trends which decrease quality in telephonic and electronic communication) - Weekly calibration sessions (random call assessments) with each campaign - Evaluating effectiveness of training programs using different methods such as: o Surveys o Questioning o Interviews o Observation

  • Customer Service Representative

    at Call Centre Nucleus

    February 2005 - May 2006

    Gauteng

    - Interacting with international English speaking clients namely USA, Canada, Australia, United Kingdom, Kenya, Nigeria, South Africa as well as Sweden - Ordering of tourism brochures to various markets and ensuring delivery to clients - Responding to any queries regarding tourism in South Africa via telephonic conversations as well as via e-mail with international and national tourists and tour operators - Promoting South Africa as a safe and affordable traveling destination - Designing and implementation of the night staff schedules - Various administrative duties such as shift updates, call centre statistics, as well as organising and championing outbound campaigns

  • Branch Manager

    at SPAR

    January 2004 - January 2005

    Gauteng

    - Maintaining shop keeping standards within the Woolworths store - Maximizing sales be ensuring that the correct volume of stock is always readily available - Customer Care and Customer Satisfaction - Training and Development of staff - Shrinkage and Loss Control (prevention) - Liasing with Head Office Foods Departments - Availability of relevant Management information - Stock Management - Profiling and Cataloguing of merchandise - Hygiene and Cleanliness - OHSA

Education

  • NQF4 Certificate

    at WRSETA

    2007 - 2008 (1 year) Gauteng

Languages

  • English Native

Hives