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Customer Service Manager

Location:
Johannesburg, GP, South Africa
Posted:
May 30, 2017

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Hishaam Abrahams

** ***********

Weltevreden Park 1709

ac0jya@r.postjobfree.com

Mobile: 071 *** ****

Dedicated customer service manager with 12 years of experience in Call centre operations both inbound and outbound in Telecommunications and Financial industries. Consistently achieves high customer satisfaction ratings, service levels and improvements to the bottom line and turnaround of underperforming operations.

Respected builder and leader of customer-focused and highly productive teams; enthusiastic commitment to customer service as a key driver of company goal achievement. Builder of high energy, highly productive teams by motivating and leading by example to ensure the execution of high quality and efficient call centre operations.

Areas of Expertise

Customer Service Management

Complaint Handling & Resolution

Process optimization

Call centre optimization

Customer Experience measurement

Call centre service levels

Sales & and customer retention

Call centre technology

Workforce management

Administration managment

Professional Experience

ABSA Investment management 06/2015 to Current

Customer Interaction management specialist (Contact Centre manager)

Responsible for the overall performance of the Absa investments Service contact centre with a total headcount of 56

Manage the overall performance of the Investment call centre and ensure effective daily operations.

Develop and drive performance goals and objectives

Ensure that processes, control requirements and risk management frameworks that have been designed for the area are understood by all members of the team.

Log all risk and loss events as a result of error or fraud highlighted in the department. Ensure that the issues are thoroughly investigated and closed or escalated as per policy.

Develop a high performing team by embedding formal performance development and informal coaching.

Establish and maintain a succession plans

Implementation and enhancements to new and existing processes, manual and technology in line with Customer Contact Centre strategy, resulting in cost savings in-conjunction with service improvement.

Motivate team members and ensure that their efforts are recognized.

Develop and implement formal recognition program for contact centre

Work together as a team to reach departments goals by respecting, trusting and helping each other.

Provide a prompt, efficient and effective feedback to team members to ensure easier methods to process work.

Manage and implement Customer experience strategy

Share knowledge and educate the team members to improve quality of work in pursuit of departmental excellence

Ensure that Service Level Agreements between OPS and the contact centre are managed and maintained

Standard Bank Insurance services 01/2015 to 06/2015

Funeral and Credit life products Administration and Short term insurance Retentions Manager

Responsible for the policy onboarding administration of Long term insurance products as well as Insurance policy retention of both the long term and short term insurance categories. Responsible for a total staff complement of 56 staff members

Implement and manage the workflow solution for the Funeral and group scheme administration team

Optimize the workflow functionality for Funeral and group scheme administration

Manage both contact centre and admin centre team and create a healthy productive working environment.

Develop and implement the SBIS short term and long term retentions call centres

Manage the Sales through Service contact centre for Short term and long term insurance.

Develop the outbound service capability within the current SBIS service centre

Manage the predictive dialer through reporting and implementing system enhancements and optimization

Plan and manage various sales and retention campaigns across short term and long term insurance products

Develop staff capacity models for outbound and inbound service centres

Implementation and enhancements to new and existing processes, manual and technology in line with Customer Contact Centre strategy, resulting in cost savings in-conjunction with service improvement.

Design, implement and maintain monthly measures of productivity to ensure that call minute capacity is optimized and that peaks and troughs are resourced effectively for the area to operate at optimal and efficient levels.

Internal surveys measuring staff satisfaction.

Ensure that the area is correctly structured and manned with suitable trained and multiskilled staff.

Standard Bank Insurance services

08/2010 to 02/01/2015

Customer Service and administration Manager,

Responsible for overall performance of the Accident and Health Service and retentions contact centre, managing a staff compliment of 22 staff members in a multi skilled environment.

Current responsibilities:

Internal surveys measuring staff satisfaction.

Implementation and enhancements to new and existing processes, manual and technology in line with Customer Contact Centre strategy, resulting in cost savings in-conjunction with service improvement.

Provide input and commentary to various weekly, monthly and annual management reports, plans and budgets.

Ensure that the area is correctly structured and manned with suitable trained staff.

Ensure that staff performance is managed and corrective action taken where performance is not in line with the required standards.

Identify skill and training required and arrange for formal training with the SBIB Training department on product knowledge and soft skills - Develop and support staff through performance appraisals and coaching

Encourage the generation of revenue by ensuring that all staff are familiar with and buy into the concept of various sales and retention campaigns.

Design, implement and maintain monthly measures of productivity to ensure that call minute capacity is optimized and that peaks and troughs are resourced effectively for the area to operate at optimal and efficient levels.

Achieve and maintain the high levels of customer experience measurements and nett promoter scores.

Vodacom:-

Shift Leader/ Resource planner, 1/2008 to 8/2010

Responsibilities:

Ensure effective and efficient operational planning within the Call Centre.

Ensure functional operating systems to provide specialist level support to colleagues.

Implement company strategy relevant to Call Centre service level agreements.

Design and implement personal development plans for staff.

Provide feedback and manage performance of staff.

Implement the rewards and recognition plans for staff.

Mange disciplinary issues in adherence to relevant labour legislation.

Manage Call Centre projects.

Compile weekly and monthly reports.

Manage overtime within Call Centre budgets

Team Leader, 6/2006 to 1/2008

Responsibilities:

Responsible for total performance measurement of all consultants in the team by measuring and providing

Feedback regarding agent’s performance.

Ensure the smooth running of the call centre by monitoring and analyzing agent activities and call centre queues while escalating any system errors to appropriate role players.

Contribute to customer service by assisting agents to solve or escalate customer queries.

Act as liaison between agents and all other relevant role players in order to ensure the correct channels of communication is followed with regards to management information, policies and procedures.

Manage and provide input to the KPA and personal development of agents.

Identify real time trends and escalate to relevant role players.

Assist with tasks of others in addition to main work function

Call Centre agent, 1/2005 to 6/2006

Responsibilities:

Assist customers with regards to queries and complaints related to cell phone and 3G products.

Provide technical assistance to customers and providing first line support on 3G products.

Escalate network problems in areas reported by customers.

Assisting customers with general handset and product related queries.

Assisting customers with queries on their accounts and monthly statements.

ABSA Internet and Telephone banking:-

Call Centre agent, 4/2003 to 1/2005

Responsibilities:

Assisting with general complaints and queries with regards to customers banking accounts.

To provide first line support on the internet banking website.

Process transactions for customers via telephone banking.

Generate leads, via inbound and outbound calls on all Absa products.

Supply product information to customers on any new or existing campaigns

Education and Training

Ifundi Call centre Operations Management (NQF 4)

3/2008

Six Sigma process management (White belt) 10/2013

Matric 1998

Training: Completed numerous courses and seminars in customer service, sales, loss prevention, time management, leadership, performance assessment and workforce management and FAIS Regulatory requirements.

References

Standard Bank (Senior manager Accident and Health Insurance)

Rajesh Magan

011-***-****

071-***-****

Standard Bank (Head of Service Standard bank Insurance)

Dustin Thompson

Vodacom (Manager Customer service Vodacom)

Ashton Pulliah

011-***-****

082-***-****

Absa (Team Leader)

Ebrahim Shamar

082-*******



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