Manager Customer Service
Resume:
CONTACT Franco Tredoux
Operations Manager
******.**********@*****.***
Burgandy Estate, Cape Town
7441
PERSONAL INFORMATION
Customer Experience Advisor: (21/01/2013 – 05/08/2013)
Customer Service delivery (inbound solutions)
Follow policies and procedures to investigate and resolve customer queries.
Target driven role (quality and sales through service)
High level of identifying customer needs.
Quality Coach: (05/08/2013 – 02/06/2014)
Coaching advisors a long with Business required output through documented processes and reports. Accountability for site / team quality performance.
Facilitation of training, and one on one coaching sessions, skill drills and group calibrations.
Improvement measuring ability, speed to action and must be able to identify coaching needs analysis.
Team Leader: (02/06/2014 – 01/06/2016)
Ensure delivery of client KPI’s within a team including quality, efficiency and attrition targets.
Managing and coaching advisors, career path development.
Adhere to HR policies and procedures to provide a fair and consistent approach (Staff Management).
Ensuring accurate Payroll Management.
Initiate/plan Disciplinary Hearings.
EXPERIENCE: Capita (2013 - Present)
Age: 28
Gender : Male
Health: Good
Ethnicity: White
Education: Matric
Education: Matriculated Labori 2009
Driver’s License : Code B
Operations Manager: 01/06/2016 – Present
Performance Management (ability to identify risk on Team leader and Agent level)
Weekly performance presentations department reviews.
Team leader support (121, coaching sessions, including daily Management meetings.)
KPI management, SLA targets and shrinkage management.
Operational overview management (planning, daily, weekly based on previous delivery)
Ability to interpret data and make key decisions to maximize performance.
Acting as a Chairperson for the Business. (Ability to Chair Disciplinary Hearings)
Payroll Management.
Running initiatives / incentives to increase participation on delivery.
Support / participate in the Recruitment process.
Operational Compliance management as well as policies and procedures.
Client Relationship and Stakeholder Relationship Management.
Ability to manage and maintain high confidentiality.
Problem Solving
People Management
HR Elements
Strong Work Ethic
Time Management
Stakeholder Relations
SLA / Target Management
Leadership
SKILLS
AWARDS & RECOGNITION
REFERENCES:
Top Customer experienced advisor 2013,
Excellence in customer service.
Top Support individual May 2014, Excellence
for guiding, coaching and people
development.
Capita Values Champion April 2014, Award
for consistently displaying Capita company
Values.
Top Team Manager, 2015 Quartile Awards,
People Management and Performance.
Top Team Manager, 2015 Quartile Awards,
People Management and Performance.
Top Team Manager 2015 Quartile awards,
People Management and Performance.
Top Operational Manager award, Jan –
March Performance 2017.
Top Operational Manager award May 2017.
Top Operational Manager Award June 2017.
United Kingdom Trip Winner 2017 Top
Operations Manager 2017.
Annual Awards 2017 Nominee, Top
Operations Manager 2017.
HR – 021-***-****
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