Team Leader

Experience

Webhelp - SA * September **** - Present

easyJet Executive Support Team Leader

nHandling of queries and complaints addressed to the Executives and CEO’s office

nDe-escalation and customer retention

nDaily coaching and development managing a team of 15 advisors

nManaging adherence, compliance, productivity and all efficiencies

nEffective management of a team of Executive Support Agents

nDriving of key performance areas and ensuring that the team reach and meet all agreed client SLA and set targets

nResponsible for all coaching for the Executive Support and Resolutions Team

nAssisting in creation of Standard Operational Manuals to enhance business processes and policies

nAdvanced easyJet product knowledge and working systems (KANA and eRes)

nLiaising between relevant departments (Authorization Team, Airports, Managements and Customer Services) to bring about prompt resolutions to passenger’s complaints

nMaintaining excellent customer relations and thus improving passenger’s experiences with easyJet.

Comair - Kulula.com and British Airways 19 Jan 2015 – 31 July 2015

Reservations Agent

nBooking flight reservations for both BA and Kulula.com

nExtensive knowledge of the SABRE system

nExchanges and refunds

nTicketing

nGroup Bookings

nLiaising between all stakeholder’s top ensure maximum customer satisfaction

nDiscovery Vitality and E-bucks booking and exchanges

nCustomer support – Online Website assistance

Webhelp - South Africa Mar 2014 – Jan 2015

Technical Support Agent – UK Client

nAccredited Technical Support Agent (Mobile)

nUK Based client

nAssisting EE and T Mobile customers with data and account queries and issues

nInternet and mail setup

nNPS and CSAT complaint

nDevice troubleshooting

nCross selling and meeting set targets

Old Mutual Group Schemes

Broker Division – Agent under supervision Jan 2013 - March 2014

nSelling OMGS products

nNeeds analysis

nOffering sound financial advice to clients

nFuneral Cover, Investments, Life Cover

Vodashop – Vodacare

Senior Sales Consultant 9 Feb 2009- 30 Dec 2012

nNew Business Administration

nCredit Vetting and Activations

nCustomer Retentions

nNew cellphone contracts and sales

nInsurance Claims – Cellsure

nVodacom Service Provider – Claims and Rejections

nTariff Migrations, Upgrades, and Value Added Sales

nSimswaps and Talking Points activations

Vodacare

nCustomer Liaison – Attending to all Vodacare Escalations and queries in a supervisory role

nBooking in and dispatching of repair handsets on Service Base (Vodacare Application)

nOrdering of Vodacare Repair Stock

nMobile 3G set up and repairs

nInternet, Email and laptop set up

nStock forecasting

nSourcing new activations from sales leads

Virgin Mobile

Assistant Business Manager June 2007 - Feb 2009

nMonitored sales across all Point of Sales

nNew customer vetting and activations

nLiaised between Management, Suppliers and all relevant stakeholders to ensure efficient running of the store

nAttended to all customer escalations and queries

nExercised conflict resolution amongst the staff complement

nExpanded brand awareness by executing promotions thus increasing in-store foot traffic and sales

nPerformed all administrative duties, order processing, store admin

nOBF Processing and DOA’s

nDaily Banking, Stock Reconciliation and stock takes

Monthly Reports: (Sales Stats, Banking Reports, Staff Schedule and CSI)

Education

Buffalo City College / Electrical Engineering - N4. N5. N6 2003 - 2005

Digital Electronics, Mathematics, Industrial Electronics, Electro Technology

References

Ms. Vathiswa Ngebulana

easyJet Senior Operations Manager

Tel: 021*******

********.*********@*******.***

Ms. Bulelani Pontshi

Kulala.com – WNS Century City

Tel: 086*-**-**-**

Email: ********.*******@***.**.**

Ms. Bukiwe Makuluma

Vodashop – Vodacare

Tel: 073-***-****

Email: ******.********@*******.**.**

Contact this candidate