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Customer Service Manager

Location:
Johannesburg, Gauteng, South Africa
Posted:
October 09, 2018

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Resume:

Curriculum Vitae

Grant Sello Legodi

Contact Details

Cell phone number: 063*******

E-mail address:ac7bol@r.postjobfree.com

Personal Details

Nationality: South African

Identity Number: 781**********

Gender: Male

Languages: English, Sotho, Tswana, Zulu (Read, Speak and Write

Read and Write (Afrikaans)

Computer Literacy: Ms Word, Ms Excel, Ms PowerPoint

Residential address: 30A 1st avenue

Westdene

Johannesburg

Educational Background

Institution Technikon Witwatersrand

Certificate Operations Management

Year of Study December 2000

Institution Technikon Witwatersrand

Qualification ND Operations and Productions Management

Year of Study 2001 - 2004

Program incomplete

(Production Management Techniques III)

Additional Responsibilities

Institution Technikon Witwatersrand

SRC Social and Culture Representative

Year 2003- 2004

Institution Technikon Witwatersrand

House Committee Member Social and Culture Representative

(Majuba Men’s Residence)

Year 2002-2003

Training acquired(Merchants)

Living Leadership

Business Context

Performance and Quality

Goal setting

Monitoring

Giving Feedback

Communication

Running Meetings

Diversity Management

Conflict Management

Learning Cycle

Work Experience

Company: DavvyGrant recordings and productions

Duration: September 2014 to date

Duties

● Studio time bookings

● Brand Marketing and management

● Music Arrangement and post production

Company Merchants Dimension data

Client Name Vodacom

Duration June 2006– May 2014

Position Team Leader / Team Manager

Reason for leaving Start my own Business

Duties

●Manage a team of 13 - 15 Agents – Prepaid Support queue.

●Identify training opportunities.

●Coaching, up skill training and mentoring Agents.

●Quality and customer service.

●Personal Development plans for consultants.

●Facilitate calibration sessions and crew briefs.

●Optimize team performance and trend analysis.

●Daily interaction with consultants (counseling)

●Monthly team performance reviews.

●Operation management (assist in maintaining service levels agreements).

●Real time monitoring.

●Implement changes and new development.

●Disciplinary of Consultants.

●Weekly timesheets capturing.

●House keeping

●Liaise with WFM to ensure agent schedule adherence and punctuality

Additional Responsibilities

●Team leader development program for agents.

●Training(new recruits and product training)

●Assist in appointing acting team leaders.

●Mentorship program for acting team leaders.

●Ensure team members attend all available and appropriate training sessions.

●Monitor attrition and escalate to HRC’s as per project internal procedures.

Duration (July 2005 to June 2006)

Company Quest / merchants

Client America on Line

Position Coach/Team Manager

Duties

●Manage a team of 13 - 15 Agents – Prepaid Support queue.

●Identify training opportunities.

●Coaching, up skill training and mentoring Agents.

●Quality and customer service.

●Personal Development plans for consultants.

●Facilitate calibration sessions and crew briefs.

●Optimize team performance and trend analysis.

●Daily interaction with consultants (counseling)

●Monthly team performance reviews.

●Operation management (assist in maintaining service levels agreements).

●Real time monitoring.

●Implement changes and new development.

●Disciplinary of Consultants.

●Weekly timesheets capturing.

●House keeping

●Liaise with WFM to ensure agent schedule adherence and punctuality

Duration (September 2004 to June 2005)

Company Quest / merchants

Client America on Line

Position Customer Care Consultant

Duties

*Update Clients billing information.

*Assist clients in setting up and creating e-mail Accounts.

*Ensure that client’s personal information is secured.

*Adhere to client standards.

*Adhere to call centre guidelines.

*Up sell high speed internet connection (broadband)

Company Edgars (four ways)

Position Visual merchandiser

Duration August 2003 to September 2004

Duties

In store promotions and window displays

Experience and Competencies

Managing Relations

Training (new recruits and product training)

Influencing and Negotiating

Co-ordinate and Control

Goal Orientated

Able to work well under pressure

Risk Management

Able to Interpret Reports

Good interpersonal skills

Problem Solving

Decision making

Innovative

Ideas and improvements

Punctual and Reliable

High Level of Emotional Maturity

Communication

References.

Lebo Thlakanye

Dimension Data

Line Manager

Contacts: +27-824******

E – ac7bol@r.postjobfree.com

mailto:ac7bol@r.postjobfree.com

Mr. Shane Mukhansi

Dimension Data

Line Manager

Contacts: +27-724******

E – ac7bol@r.postjobfree.com



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