Customer Service Manager
Resume:
Curriculum Vitae
Desire Michelle Peacock
South African Female
Name: Desire Michelle
Surname: Peacock
Maiden Surname: Abader
Identity number: 691***-****-***
Contact Numbers: 078-***-****
Email Address: ` ***.*******@*****.***
Address: 1 Kern Avenue
Fleurhof
Roodepoort
Gauteng
1709
Nationality & Gender: South African female
Date of Birth: 12 November 1969
Marital Status: Married
Dependants: Two (2)
Religion: Christian
Languages: English & Afrikaans
Divers License: EB / 08
Health: Excellent
Hobbies: Reading, Studying, Cooking, Aerobics & Taebo,
Arts & Crafts,
Camping, Water sports & Outdoors
QUALIFICATIONS: Riverlea Senior Secondary (1987)
Matric with exemption (Best student in Matric
June 1987)
Service Monitor - Customer Service Seminar (
April 1997)
To accept the challenge of being a service
professional
Focal Point - The Voice Clinic
Customer Service Excellence Programme
(September 2003)
Damelin
Call Centre Operations Management (December
2003)
University of Witwatersrand
Faculty of Commerce Law and Management
Wits Business School
Management Advancement Programme (MAP)
(November 2005)
Subjects:
Principles of Economics (Busa 5092)
Principles of Human Resources Management (BUSA
5091)
Principles of Marketing (BUSA 5094)
Principles of Accounting & Finance (BUSA 5091)
Principles of Operations Management (BUSA 5095)
Principles of Strategic Management (BUSA 5090)
SKILLS:
Strong leadership skills
Conflict resolution skills
Analytical
Committed and Reliable
Able to prioritise, meet deadlines and work
well under pressure
Attention to detail, analytical and
documentation skills
Consistent, fair and patient
Approachable, a good listener, and positive
Problem solving skills
Good inter-personal skills
Good communication and writing skills
Change and Time management skills
Organisational skills
COMPUTER SKILLS: Microsoft XP, Microsoft Word 2010, Microsoft
Excel 2010
Microsoft PowerPoint 2010, Microsoft Visio,
Microsoft Dynamics
MANAGEMENT STYLE: Participative, with strong action
orientation, open door policy
References will be made available on request.
WORK EXPERIENCE
. COMPANY NAME: Agility Global Health Solutions (Medical aid
Call Centre)
. POSITION: Client Services / Contact Centre Manager
November 2012 - July 2013
. REPORTING DIRECTLY TO: General Manager Customer Care
. SUBORDINATES:
Quality Assurance and training manager (1)
Quality Assurance Supervisor (1)
Call Centre Team Leaders (4)
Call Centre Consultants (32)
Walk in
member consultant (5)
Receptionist
(2)
Switchboard (3)
Back-office consultants (7)
Hellopeter and Sheme administration (5)
Service consultant specialists (3)
. REASON FOR LEAVING: Resignation
DUTIES:
o Responsible and accountable for the Client Services Department, which
consists of the call centre, the back office area as well as
reception and switchboard areas, which entailed managing all incoming
member, provider and broker calls, emails and faxes.
o Meet with Team Leaders and Quality Assurance department daily to
discuss and document concerns and training needs within the
department.
o Scheduling buzz sessions, one-on-one sessions and meetings with staff
weekly in order to identify and solve problem areas and putting
action plans into place.
o Identify training needs and ensuring training and development takes
place to ensure the production of the department is within the
established quality, quantity and time specifications.
o Ensure regular skills audit, submit training requests appropriately
and operationally.
o Ensure Service Levels are within agreed SLA which includes the Member
Helpline, Provider Helpline, Contributions Helpline, and the Broker
Support Helpline.
o Manage the Back Office, Scheme escalations, Hello Peter complaints
ensuring the team reaches turn-around-times within agreed SLA which
includes e-mail and fax correspondence for members and service
providers, broker, and escalations. Ensure "Today's work today" is
maintained.
o Ensure that staff reaches Quality and Quantity expectations and
targets of calls, e-mails, and faxes.
o Compile reports for the General Manager and report once a week.
o Evaluate departmental performance and monitor progress daily,
weekly, monthly and ensure year-to-date reports are completed.
o Maintain records and prepare statistical reports. (Includes call
centre statistics, call analysis, back office statistics, Board of
Trustees reports, department leave spreadsheets, and any other report
that may be requested by Executive Management.
o Analyse, compare and evaluate stats and data. Responsible for
ensuring SOP's are in place and updated regularly, to be approved and
updated on the intranet.
o Formulate procedures, programs and schedules based on knowledge of
business processes, systems, procedures and services and ensure that
Job Descriptions are updated as and when required.
o Ensure effective and ongoing intradepartmental and interdepartmental
communication.
o Recognise and facilitate changes that improve interdepartmental
workflows and efficiency.
o Ensure that Standard Responses are updated and communication with
external parties is professional, and contains information that is
accurate and conforms to all requirements.
o Respond effectively to escalated or overdue queries and identify gaps
to solve problems and ensure all escalations are dealt with
timeously.
o Carry out responsibilities in accordance with the internal policies
and responsible for hiring, recruitment, training, planning,
assigning, appraising performance and disciplinary action as
required.
o Oversee the reward and recognition programme for the department.
o Approving / declining of staff leave and resource planning in
accordance to leave approved.
o Schedule staff working shifts and lunch times and body breaks
according to resources available and peak times.
Achievements
o I reduced the wrap-up time on calls within the Contact Centre from 60
seconds to 15 seconds, in order to increase the service levels.
o Introduced training assessments to increase the quality and empower
the call centre agents.
o Reduced Hello-Peter and Scheme complaints by compiling a team to
compile a list of frequent complainants and ensure that they are
called twice weekly and ensure that their queries are resolved.
o Implemented daily meetings with Team Leaders to ensure that duties
delegated have been followed through.
o Implemented a performance tool to enhance the productivity within the
call centre, also generating an atmosphere of fun and competition.
o Set up daily meetings with the Scheme to enquire about any problem
areas.
o Delegated one of my most competent consultants to sit at the Scheme
and take calls from angry and irate members and ensure that the
queries are resolved and followed through to resolution.
. COMPANY NAME: STAFFATACLICK (PTY) LTD (Labour Brokers)
. SITE AND CLIENT: PRESIDENT SQUARE (Retail)
October 2011 to November 2012
. POSITION: Site Manager
. REPORTING DIRECTLY TO: Managing Director
. SYSTEM KNOWLEDGE: SDM System
Microsoft Office
REASON FOR LEAVING: Head hunted by Agility Global Health Solutions
DUTIES:
o Manage all SAAC employees and resources (approximately 740) in all
administration, motivation, labour relations, discipline and training
to enhance a safe, professional service orientated working
environment.
o Maintain and build good relationship between SAAC and its Clients to
ensure service delivery.
o Provide feedback regularly to the Client on problem areas and possible
solutions.
o Provide and manage strategic business plans
o Ensure that there is always a signed original service level agreement
with the Client, confirm the terms of agreement with SAAC Management,
and strive for continuous service excellence.
o Responsible for weekly and monthly meetings with the Clients Head of
Departments and ensure that any problems in service delivery is
reflected in the questionnaire and resolved.
o Responsible to launch a Workers Forum, called The Staffataclick
Workers Forum, with SAAC Employees at the Client's site, held once a
month to communicate and resolve any problems.
o Ensure that regular meetings are held with employees to educate, train
and create awareness of customer services and service excellence.
o Ensure that employees are mentored and receive the necessary guidance
to execute their duties.
o Ensure that all employees are disciplined with regard to timekeeping,
absenteeism and serious offences such as theft, negligence and
insubordination, and warnings issued through to dismissals.
o Responsible for selection and recruitment.
o Ensure that all schedules for all departments is managed and
communicated to the staff
o Responsible for training of employees on site regarding service
excellence, professional conduct and the disciplinary code of conduct.
o Responsible for incentivizing and motivating staff on a daily basis.
o Ensure that staff members are well informed on their performance and
compile performance improvement plans to better the service to the
Client.
o Liaise with Unions and ensure that SAAC is represented on Managerial
level for meetings.
o Attend to and handle all CCMA cases.
o Implement processes and measurements to ensure that the supervisors
are managed and trained to meet and exceed the Client's needs
regarding staff and related services.
o Ensure that all rates of pay, including annual increases are correct
and signed off by SAAC executives before implementation and before
submission to the payroll department.
o Ensure that the information on the invoices is accurate, delivered and
signed off by the Client.
o Ensure that all invoices is paid by clients & and all required
signatures are provided.
o Responsible for risk and change management
o Educate all employees on the content of a pay slip & ensure that all
pay queries are dealt with.
o Manage uniforms issued for all staff and control and manage the annual
uniform budget to ensure it is not exceeded.
o Ensure that staff is managed with regard to annual leave, sick leave
and maternity leave.
o Ensure that all SAAC employees participate in the Clients Health and
Safety Program.
o Ensure that an employee is treated with the necessary medical
attention with regard to IOD and WCA when injured on duty and
incidents is recorded, and the procedure is adhered to.
Achievements
o Implemented and customized a roster system for shift work to ensure
that each employee works every third weekend.
o Suggested strategies and solutions to HOD's on the floor by
implementing a Workers Forum to meet and to discuss and resolve any
issue's the staff may have, thereby motivating the staff and
increasing productivity.
o Implemented weekly meetings with the staff and HOD's, in order to
identify problem areas and put solid measurements in place to address
those problem areas.
o Implemented competitions in each department for the best worker of the
month, which changed the morale and motivated the staff
COMPANY NAME: RMP Real Estate (Family Business)
January 2011 to September 2011
POSITION: Operations & Marketing Manager
REPORTING DIRECTLY TO: Principal Officer (Husband)
SYSTEM KNOWLEDGE: Property24
CRM Trident Property In-house System
Microsoft Office Tools
o Introduction of Overall performance is gauged on the CARE scale:
Contribution-Attitude-Results-Effort. Feedback questionnaires and
Customer Surveys
o Training the agents in all related fields as well as client service.
o Responsible for strategic planning
o Prepare Marketing Plans and business proposals.
o Ensuring importance of ongoing communication with customers and
clients.
o Ensure that Agents conduct quality assessments.
o Ensure that good relationships are established with agents as well as
the clients.
o Monitor Agents performance and review targets / standards set per
agreed schedule
o Implement regular communication processes with agents obtaining
feedback on success and failures.
o Check validity of complaints, identify trends and address problem
areas.
o Implement standards, policies and procedures that will meet customer
requirements.
o Ensure that agent training is an ongoing process and assessments are
completed to ensure 100% quality of service delivery. Ensuring that
each Agency build quality long term, high-level relationships with
Property Developers and Clients
o Ensures that agent training is an ongoing process and assessments are
completed to ensure 100% quality of service delivery. Ensuring that
each Agency build quality long term, high-level relationships with
Property Developers and Clients.
REFERENCE: Principal Officer
Kevin Peacock (CEA)
COMPANY NAME: Lifeworld Relationship Management (FMCG Call
Centre)
Jan 2008 - Nov 2010
POSITION: Customer Contact Centre Operations Manager
REPORTING DIRECTLY TO: Chief Operating Officer
SYSTEM KNOWLEDGE: Radical - Nortel Telephone System - Man 3000
Telephone system - CRM, - Microsoft Dynamics
CRM - Quintus - Loway Queue Metrics, Asterisk -
Aspivia - Telephony Intelligence
Smart Contact, ICM Revo
SUBORDINATES: Program Administrator 1
Office Support Manager 1
Club Manager 1
Receptionist 1
Data Capturer 1
Contact Centre Consultants 5
Team Leaders 7
Call centre agents 50
Learners 22
REASON FOR LEAVING: Company retrenchments / Company closed
down
DUTIES
o Ensure efficient and professional delivery of contact and program
administration systems.
o Monitor workflows and manage resources to ensure the turnaround
times are met.
o Analyse CRM to ensure that correct information is loaded and sent to
the clients.
o Ensures that the Contact Centre and Program Administration team
have the necessary leadership, direction, training and support to
maintain client satisfaction by delivering consistent, continuous
quality service, in accordance with the approved SLA's.
o Building quality long term, high-level, close relationships with
key Contact Hub clients, being Famous Brands, Mugg & Bean,
Fishaways, Steers, King Pie, Wimpy and Edgar's Diner & Health
service providers etc as well as external sub-contractors,
stakeholders and customers
o Ensures that the standard legal contracts are negotiated formally with
contact hub specific clients to reflect the mutual rights and
obligations and the clear terms and conditions of the SLA and billings
are in accordance with the contractual terms and conditions.
o Work closely with the Finance Executive to ensure the achievement
and accurate reporting of the financial revenue and profitability
targets.
o Ensuring that the systems and processes are mapped communicated and
entrenched.
o Management of daily and strategic operations of the Contact Centre and
Staff.
o Define and manage call handling Standards, data input & integrity,
written communication standards, product & service knowledge standards
and campaign management standards.
o Monitor the effectiveness of quality standards, in call handling,
customer communication and correspondence, web based contact and any
other point of contact.
o Ensure that customer satisfaction surveys are sent out on a regular
basis to address and identify the needs of the customer.
o Analyze call centre volumes, trends and schedule the appropriate
number of CRM's, re-route & escalate any potential exposure in meeting
service levels.
o Tweak the system to ensure that all information is loaded to enhance
service delivery.
o Forecast, schedule and coordinate staffing for peak demands & ensure
the availability of staff. Prepare and maintains schedules to meet
projected call volumes.
o Ensure feedback is given in EXCO meetings and compile reports on
operations
o Develop and implement productivity improvements and operating
strategies in order to meet quality, productivity and customer
satisfaction
o Take corrective action by conducting the disciplinary process.
o Draft policies and procedures, employment contracts, emergency and
Site Security processes
o Define and re-invent outsourced Call Centre processes with the
objective of meeting or exceeding Client expectations.
o Implement new campaigns/new functions/new projects run in the call
centre, process requirements, training procedures required, training
of call centre agents and measurement of the campaign
o Responsible for change management
o Assists in screening, selection, recruitment to ensure continuity of
performance standards of new staff. Define and manage Recruitment &
Selection Standards, Competency Standards, Agent Performance
Standards, Coaching Standards, and Training Delivery Standards.
o Recommend ongoing changes in recruiting, training, coaching,
evaluation, and monitoring.
o Identify and develop ongoing training programs, to ensure the
continued growth and development of staff, as well as the
organisation.
o Set up training plans, identify, design & implement skill improvement
training for individuals as well as group based training.
o Prepare & conduct monthly performance evaluation
o Monitor call centre morale and make recommendations for improvements,
develop and maintain optimum morale levels.
o Define, implement and manage coaching tools and processes.
o Review key quality and Call Centre Agent productivity reports.
o Conduct weekly Team Leadership meetings to drive change and learning.
o Meet an acceptable standard of dress and presentation in all
departments, which will reflect the professional service excellence
orientated culture.
Achievements
o Implemented a Performance Tool to identify problem areas within the
Call Centre and identify client needs. Created a system of ensuring
that all complaints received by the Client within the Contact Centre
are responded to within the required turnaround time and followed
through.
o Implemented Customer Satisfaction Surveys to identify problem areas
within the various divisions and found resolutions by putting forward
suggestions to the Client.
o Ensured the take-on of the Macdonald's Franchises to the company was
successful.
COMPANY NAME: Sizwe Medical Services (Medical aid Call Centre)
Sechaba Medical Services
Aug 2006 - Jan 2008
POSITION: Customer Services / Contact Centre Manager
REPORTING DIRECTLY TO: The Regional Manager
SUBORDINATES: Call Centre Supervisors (3)
Call Centre Consultants (20)
Administration Supervisor (1)
Administration consultants (8)
Electronic Media Co-ordinator (1)
Receptionist (2)
Switchboard (2)
SYSTEM KNOWLEDGE:
Tapestry Production (Management & Services) - Seagate
(Info Desktop) - CMS Supervisor (Avaya), Data Voice
(Voice Recorder, Avaya) - TMS (Stella Nova Reports) -
CRM (Customer Relationship Management) - Pro cube
(Budget System)
REASON FOR LEAVING: Head Hunted by LifeWorld
DUTIES
o Ensure calls received are attended to and resolved on first call as per
the SLA.
o Ensure that Quality Control is conducted by quality assessments on call
recordings and written correspondence.
o Manage call volumes, abandoned call volumes, service level standards &
effective CRM.
o Workforce Management: scheduling, rostering and forecasting
effectiveness.
o Ensure that supervisors and team leaders provide ongoing performance
feedback and participate in feedback sessions
o Manage day-to-day operational requirements of the call centre,
administration, switchboard and reception
o Collect and analyse data on the client, being the member, supplier,
provider and the broker.
o Maintain a professional image of the front office reception area, and
other areas.
o Ensure that calls received via the switchboard are attended to as per
the company standard.
o Manage the resolution of queries & turnaround times received via call
centre, reception, e-mails, faxes, and correspondence.
o Delegate tasks to supervisors and staff members, and ensure it is done.
o Initiate, manage and or participate in projects relating to Customer
Service and operations.
o Analyse, evaluate and implement corrective behavioural actions.
o Discipline, counsel staff and chair disciplinary hearings. Ensure that
poor performance is managed as per company procedures
o Quality control on written correspondence. Ensure that calls are logged
accurately.
o Ensure that the process for Ex Gratia and Gap cover is adhered to.
o Review, develop and implement standards, processes, policies and
procedures.
o Analyse required capacities and resources to meet current and future
needs.
o Responsible for recruitment and selection.
o Monitor performance and review targets / standards. Manage staff
movement and adhere to EE plan for selection and recruitment. Exit
interviews conducted on termination or transfer of staff
o Identify and implement training and development requirements for the
department. Ensure that training and development plans in place for all
staff and is in line with NQF standards. Foster a team spirit and grant
assistance, advice and on-the-job training
o Identify training needs and train the staff in the relevant areas
o Know all latest trends in the Contact Centre Industry, and benchmark by
attending relevant workshops, seminars and courses
o Manage risk, change and diversity and ensure that staff are supported
in times of change. Ensure that there are no incidents of unfair
discrimination and demonstrate a positive attitude at all times. Ensure
employee satisfaction through motivation, rewards/remuneration and
incentives.
o Compile, motivate and justify annual department budget. Ensure that the
budget is submitted by deadline, in prescribed format, accurate,
comprehensive and accepted by management.
o Monitor and communicate expenditure variance to management. Ensure
Monitored monthly and not exceeding yearly allocation for the cost
centre.
o Ensure that expenditure does not to exceed budget amount without prior
approval by management. Deviations below budgeted amount to be reported
and justified.
o Compile and submit reports on every level as well as executive
summaries and proposals.
o Report on agreed SLA targets as requested.
o Compile Team objectives and monitor adhereance to goals and objectives.
o Develop and update consultant scripts and SOPS (standard operating
procedures). Develop and communicate operational schedule. Maintain
safe, healthy, risk free working environment by educating the staff.
Achievements
o I compiled the CRM training manual thereby adding value to Sizwe
Medical Services. This was the first step in getting uniformity within
the business, which in itself is important for the business.
o I implemented a successful Dental Unit within Sizwe Medical Services,
by bringing dental claiming back to Sizwe Medical Services.
o I assisted in the successful take on of Gen-Health Medical Aid Fund.
o Implemented an incentive called "Best performer of the month" by
evaluating quality and stats. Implemented turnaround measurement times
for emails, faxes and correspondence
o Assisted in implementing KPI's for the department and followed through
to completion.
COMPANY NAME: Eternity Private Health, administering:
CAMAF (Chartered Accountants Medical Fund) &
Profmed
YEARS OF SERVICE: 01ST April 1997 - 28th July 2006
POSITION: Assistant Customer Services / Contact Centre Manager
REPORTING DIRECTLY TO: Contact Centre Operations Manager
SUBORDINATES: Call Centre Supervisors (2)
Call Centre Consultants (30)
Administration / Stats
Co-ordinator (3)
Walk in member consultant (1)
Call Centre Team Leaders (4)
Call Centre Trainer (1)
Quality Assurance
Supervisor (1)
Receptionist (2)
Switchboard (2)
EXPERIENCE:
2 Years call centre experience
Promoted to Team Leader
2 years call centre team leader experience
Promoted to Supervisor
2 years supervisor experience
Promoted to Assistant Customer Services Manager
3 years assistant customer services manager
experience
SYSTEMS KNOWLEDGE: Reflections - I-Med (CRM) - Scan file -
Dimension - Data Telephone system
Interaction Client (CIC) - Innov 8 (Forecaster &
Scheduler)
REASON FOR LEAVING: Joined Sizwe (Sechaba Medical Aid)
DUTIES
o Manage the call centre, reception area, switchboard and administration
areas within the customer services arena delivering efficient,
effective and excellent customer service to all contacts. Manage day-to-
day operational requirements of the customer service environment
o Ensure that communication is sent out on all outstanding enquiries
within 24 hours.
o Measure and monitor daily stats, query workload, daily call volume,
level of service. Ensure all workstations are properly equipped, to
detect problem areas, which have a negative impact on the department's
performance
o Check validity of complaints, identify trends, address problem areas
and put measurements in place to prevent the re occurrence.
o Provide and keep up to date with changes within the medical aid
industry and communicate to staff by conducting meetings and sending
emails.
o Analysing the CRM in order to ensure the correct information is logged.
o Ensure that supervisors meet regularly to discuss issues and concerns
between customer services department and other departments. Build
relationships between departments.
o Ensure that consultants receive the necessary ongoing training to
promote service delivery. Identify training needs by meeting with the
Quality assurance supervisor, where calls are analysed, emails, detail
changes, faxes and correspondence is quality controlled.
o Identify and implement training and development requirements with the
trainer for the department. Ensure that training and development plans
in place for all staff. A minimum of 80% of pass mark is met at all
times. Foster a team spirit and grant assistance, advice and on-the-
job training
o Ensure that calls received are attended to per the SLA, and standard of
service is kept high.
o Develop review and implement team standards to improve service quality
and put measurements in place.
o Manage, monitor and resolve customer complaints and ensure that all
customer complaints are resolved as per service level agreement
o Ensure that more than 80% of calls are answered with 20 seconds, ensure
that service levels are more than 90% on a daily average
o Manage customer service interaction by delivering immediate query
resolution and ensure turnaround times are met
o Manage resources, call volumes, abandoned call volumes, service level
standards through efficient service delivery and reports. Ensure that
call centre schedules are accurately completed by the supervisors and
communicated in time
o Ensure that supervisors and team leaders are managed and are proficient
in their positions.
o Monitor scheduling, rostering and forecasting effectiveness.
o Compile monthly reports on staff, disciplinary issues, poor performance
management, changes and enhancements, average service level etc.
Compile and submit reports as requested by Management. Initiate, manage
and or participate in projects relating to Customer Service and
Operations as a whole. Facilitate ideas for continuous improvement.
Compile Team objectives and monitor adherence by attending relevant
workshops, seminars and courses to keep up to date with call centre
technology
o Ensure that expenditure does not to exceed budget amount without prior
approval by management. Deviations below budgeted amount to be reported
and justified
o Manage staff performance, by conducting counselling sessions and
performance discussions. Responsible for poor performance management
and conducting disciplinary process.
o Ensure that good relationships are established with staff as well as
the clients
o Monitor absenteeism and leave.
o Create and complete Key Performance Indicators and analyse KPI's to
identify training needs
o Delegate tasks and delegation skills evaluated by 360 rating from staff
o Responsible for recruitment and selection, to ensure adequate staffing
levels and to ensure that vacant positions are filled within a month
o for selection and recruitment of staff, manage staff movement and
adhere to EE plan
o Responsible for the Ex Gratia process, liasing directly with the
Principle Officer as well as the Medical advisor. Assist auditors with
any information or documentation they may require for Ex Gratia's that
have been approved or declined.
Achievements
o Won an award for the best thought of ideas and suggestions put forward
to CEO (Grant Newton) to improve the quality of service within the
company
o I implemented a call recording system to achieve quality of service,
implemented quality process, thereby saving the company the cost of
buying a recorder.
o Implemented a performance tool to create incentives e.g. "Star of the
month" which motivated staff members
o Implemented turnaround measurement times for emails, faxes and
correspondence
o Converted a paper email process to an electronic process
o Implemented a recruitment process in order to obtain the best call
centre agents.
o I completed my Call Centre Operations Management Course through
Damelin as well as the Management Advancement Programme through Wits
Business School.
o I completed the Service Monitor course - Customer Service Seminar
o Focal Point - The Voice Clinic - To accept the challenge of being a
customer service professional
o Customer Service Excellence Programme
o Successfully completed the Microsoft Excel 97 Course
Certificates from CAMAF - June 1998
Certificate from CAMAF - Oct 1998
For successfully completing the in-house Microsoft Outlook & Word 97 Course
Certificate from CAMAF - Aug
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