Customer Service Operations Manager
Resume:
KIM HUGHES CUSTOMER SERVICE
Randburg 083-***-**** ad1hm2@r.postjobfree.com
PROFESSIONAL SUMMARY
Experienced Call Centre Manager/Operations Manager and Customer Service Professional, passionate about Customer Success and company morale. Committed to fulfilling my purpose by contributing to a team that values hard work and integrity to deliver top notch customer satisfaction. Looking to build long term loyalty and trust relationship through my organizational and customer service skills. Energetic innovator and teamwork enthusiast dedicated to solving complex issues with over 10+ years working in high performing environments. PROFESSIONAL SKILLS
• Problem solving and analytical
• Customer support
• Account management
• Customer retention
• Coaching
• Operating systems
• Leadership and management
• Administration and organisation
• Communication and interpersonal
• Computer literate
• Time management
EDUCATION
2023 Short courses on LinkedIn
Succession Planning
Managing a Customer Contact Center
Developing Business Acumen
Short courses on Alison
Business Administration
2013 Management and Leadership course – 12 weeks
SACAP
1996 Bechet Secondary High School
EXPERIENCE
October 2013 – 31 May 2022 Call Centre Manager /Operations Manager SA Underwriters
(Autassist)
• Responsible for the daily running and management of the roadside assistance call centre, messaging centre and quality assurance
• Supervised and regularly conducted assessments
• Facilitated 1 on 1 training sessions to improve performance metrics
• Ensuring quality assurance audits on different departments meet deadlines
• Planning areas of improvement or development for staff
• Liaising with service providers
• Resolving roadside assistance issues
• Managing costs on roadside assistance
• Quality Assurance - monitoring random calls to improve quality
• Minimising errors and tracking operational performance
• Coordinating staff recruitment
• Preparing cost and data reports
• Handling escalations of customer inquiries and disputes
• Organising staffing, including shift patterns and the number of staff required to meet demands
• Forecasting and analysing data against budget figures on a weekly and/or monthly basis February 2011 – September 2013 Team Leader Autassist/SA Underwriters, Johannesburg
• Manage day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components.
• Supervise activities and work volume of Call Centre Customer Services Representatives in attending to incoming customer enquiries and the resolution of issues raised, in order to provide optimal service delivery
• Supervise telephone account section with respect to the maintenance of systems, procedures and customer service standards and staff rostering arrangements
• Develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer- focused agents and to act as the communication conduit between Frontliners and Management.
• Manage all aspects of team performance to maintain team / Call Centre efficiency.
• Communication and being a focal point of dissemination of information from management to team and vice versa.
• Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
• Authorising payments to service providers.
• Compiling reports on team’s performance and customer feedback.
• Investigating and handling of complex customer and client complaints or enquiries.
• Weekly and monthly reporting.
• Ensure agreed customer service standards are consistently met
• Consistently monitor staff levels and liaise with management regarding any adjustments required
• Liaise with other Team Leaders to ensure a consistent approach to management of Customer Services Representatives and call centre procedures
December 2003 – January 2011 Team Leader/Assist Manager Global Choices Lifestyle, Johannesburg Call centre team leader (2003 – 2005)
• Assist various clients in accessing their rewards benefits.
• Managed, coached, and assisted agents and resolved queries within the call centre.
• To provide support to all agents’ needs.
• Meet the call centre targets as per the key performance appraisal.
• Daily call stat reports for each client.
• Distribution of proposals to service providers.
• Monthly utilization reports for each client run by Global Choices. Call centre manager – Lexus Campaign – 2006 for 3 months
• Delegating customer leads for test drives to staff
• Keeping track of all test drives
• Extracting daily call reports
• Customer liaison
• Managing the daily running of the call centre
• Setting and meeting performance targets for speed, efficiency, sales and quality Assist Manager (2006 – January 2011)
• Handling of complex customer and client complaints or enquiries,
• Maintaining the best possible relations with existing as well as new clients at all times.
• Execution of all projects timeously, to customer satisfaction.
• Reports and statistics of roadside and household assistance.
• Manage and administrate the Assist department and all personnel assigned to the office whether permanent or temporary.
June 2003 – November 2003 Admin Agent Imperial Online, Johannesburg
• Knowledge of systems and processes
• Achieve agreed levels of cold calling activity to increase volume streams
• Identify sales opportunities and effectively present key features and benefits of Imperials product(s) and create huge new business possibilities
• Ensure all customer/client details are fully completed, including marketing information & follow up on sales leads supplied by the Management team.
Oct 2001 – May 2003 Order clerk Aspen Pharmacare, Durban
• Data capturing of doctors’ orders using the Repwise program
• Recorded customer's requests and specifications
• Routed and relaying doctors’ orders to specified departments to prepare and courier orders to designated locations
• Informed customer telephonically of information, such as unit price, shipping date, anticipated delay, and additional information needed
• Reviewed orders for completeness according to reporting procedures and forwarded incomplete orders for further processing
• Checked inventory control to determine availability of merchandise and notified department of order that would deplete stock
• Calculated and compiled statistics and prepared reports for management August 1997 – December 1999 Dental Assistant Dr MI Adams, Durban
• Preparation and maintenance dental instruments, equipment and supplies
• Collecting and recording patient’s health history
• Managing patients during dental procedures
• Preparing dental materials, composites, amalgams, cements, impression materials etc
• Handling dental charting
REFERENCES
1. SA Underwriters
Ryno Arangies
2. Global Choices Lifestyle
Julian Nel
3. Imperial Online
Raymond Scott
4. Aspen Pharmacare
Santosh Maharaj
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