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Customer Service Call Centre

Johannesburg, GP, South Africa
January 24, 2018

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Hishaam Abrahams

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

Weltevreden Park 1709

Mobile: 071-***-****

Dedicated customer service manager with 11 years of experience in Call centre operations both inbound and outbound in telecommunications and insurance 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 development

Customer Experience measurement

Call centre service levels

Sales & and customer retention

Call centre technology

Workforce management


regulatory requirements

Professional Experience

Standard Bank Insurance services

08/2010 to Present

Customer Service Manager,

Currently heads-up 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.


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


1/2005 to 8/2010

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


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


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


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)


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.


Standard Bank

Rajesh Magan




Ashton Pulliah




Ebrahim Shamar


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