Customer Service Manager
Resume:
George Gondo
** ******* **** ******, ***** City Ext 6,
Phone: 083-***-****/ 072-***-****
Email: *******@*****.***
Objectives
Good team leadership
Sale orientation
Being the best in my job
Emphasis in client relationships and customer service
Education
RE 1 Key Individual (2017)
RE Representative (2014)
Higher Diploma in Marketing Management (1999)
Experience
Call Centre Supervisor
VVM Debt collectors (Jan 2015 – To Date)
Directly responsible for supervising the Truworths charge off book.
Managing performance of my team in order to achieve targets as set by management
Providing weekly and monthly reports to senior management
Monitoring attendance and absenteeism of my team member
Leading, developing, coaching and guiding team members
Ensuring that deadlines and reports are completed within time lines given to by management.
Ensure agreed customer service standards are consistently met
Compile daily call centre reports
Monitor daily abandonment rates and service levels
Supervise the day to day operation
Manage customer complaints as first point of resolution.
Review and provide feedback to team of Quality Assurance assessments
Call Centre Supervisor
Market SA (May 2008-December 2014)
Directly responsible for the supervision of insurance policies for Hollard, Edcon, FNB,Nedbank and Standard bank.
Supervising the agents to meet daily, weekly and monthly targets set by the call centre manager,
Training, coaching and managing agents in sales techniques, customer etiquette, handling objections.
Dealing with all escalated queries from the agents in terms of interactions with clients.
Keep agents motivated with regular briefing sessions and come up with other ad-hoc incentives during each month to encourage higher sales.
Taking on the role of an agent when the team is short of staff, ensuring that agents are always on standby to work overtime and call them in where necessary based on Operational requirements which must be authorized by the Operations Manager.
Call centre Agent
Market SA (January 2006- April 2008)
Selling insurance policies for Hollard, Edcon, FNB, Ned Bank and Standard bank
Lecturer
ZDECO College (April 2000-Dec 2005)
Lecturing the London Chamber of Commerce and Industry (LCCI)Diplomas in;
Marketing
Sales Management
Public Relations
Consumer behaviour
Advertising
Skills
Motivation skills
Interpersonal skills
Telephone techniques
Selling skills
Communication skills
Referees
Kate Adekahle Trevor Mucheche
VVM Debt collectors ( Junior Manager) Market SA (Sales Manager)
Contact this candidate