Customer Service Manager
Resume:
Curriculum Vitae of Mr Mohamed Zunaide Haniff
********@*****.*** 69 Grandmore Place, Stanmore, Phoenix 061-***-****
Motivation
I am a conscientious, hardworking and goal directed person. I show initiative, use my creativity to find solutions to problems and enjoy seeing projects through to a final positive outcome.
I am a person of good character; always maintain sound inner relations and who is always faithful in any duty or responsibility that is allocated to me.
Being an optimistic and creative team player with good presentation skills and a wide range of interests, I am also able to work self-contained. My personal strengths in analytical thinking, problem solving and identifying the factors of success are enhanced with my good communication skills.
My experience gives me a unique ability to apply my knowledge to business processes. Some of the business process knowledge includes finance, inventory control, budgeting, Employee Development & Satisfaction, Quality, Process Improvement & Change Management and various operational processes.
I have experience with statistical reporting, performance evaluation, customer service, and call centre management and process improvement. Companies I have worked for include the Central Applications Office, Octo-trading 407 and Verpakt Management Services.
I would enjoy an opportunity to talk with someone in your organization to see where my skill set would be of the greatest benefit to your company. I know I could be a great asset to you.
If you looking for a person who is up for new challenges and is willing to contribute to your company’s success, I encourage you to consider my application.
Kind regards
Mr. M.Z. Haniff
Personal Details
Date of Birth: 19 November 1975
ID Number: 751**********
Nationality: South African
Marital Status: Married
Gender: Male
Health: Good
Home Language: English
Other Language: Afrikaans (Basic)
Driver’s License: Code 08, own vehicle
Cell Number: +27-61-433-****
Email Address: ********@*****.***
Education
Stanmore Secondary School
January 1993 – December 1993 Matriculated with Senior Certificate
English
Afrikaans
Mathematics
Physical Science
Biology
Speech and Drama
Careers 2000 Business College
January 1995 – July 1995 Diploma in Advanced personal Computing
MS Dos 6.2
WordPerfect 5.1
WordPerfect 6.0
Lotus 123 (2.3/2.4)
Quattro Pro (2.3/2.4)
Harvard Graphics (2.3)
MS Windows (3.1 for DOS)
Multimedia Technology (CD Rom)
Pastel Accounting
Networks
Virus Controls
Job interview techniques
In-house Training
Course
Safety Health & Environmental Representative training
Occupational Health & Safety Act training
Emergency Awareness training
Incident Accident Investigation Training
Telephone Management Skills and Dynamic Communication Strategies
Generic Management NQF Level 5 (incomplete)
Achievements
Sales Target award for 2012 from Octo Trading 407 t/a Yonga Imali
Sales Target award for 2013 from Octo Trading 407 t/a Yonga Imali
Professional Experience
Company: Central Applications Office
Position: Customer Service Supervisor 1st April 2020 – 15 June 2020
Manage the daily activities of the Customer Services Department.
Delegating tasks to the Customer Services Officers and General Assistants entrusted to the Customer Services Department from time to time.
Manage large volumes of diverse tasks in a timely manner and to prioritise them to meet deadlines.
Design and prepare presentations using various media, including Power Point, Excel, and Microsoft Word.
Ensure that the website, handbook, application form and system letters are accurate and up to date.
Monitor closing dates and ensuring that programmes are accurately reflected on the CAO system.
Keeping CAO staff informed of any changes to programme details, closing dates and updating them with relevant information.
Ensures that database information is accurate and up to date.
Maintain an excellent and professional relationship with internal and external customers, i.e. CAO Staff, Institutional Staff and Applicants.
Develop and maintain working relationships with line managers and other areas of the business, at all levels.
Liaising with end-users in institutions and applicants.
Liaising with institutional applications/Admissions Department Staff.
Assisting with the development and implementation of service policies, and explaining these to the staff and customers.
Conduct monthly performance assessments.
Investigate customer’s problems and find solutions.
Handle incidents escalated by Customer Service Officers.
Resolve complaints.
Keep abreast of new company processes and procedures.
Analyze data and statistics.
Isolate and identify areas of improvement.
Work with management on customer service initiatives.
Monitor and utilize social media to respond to customer complaints and praise.
Compile and print reports on overall customer satisfaction.
Train customer service officers on how to adequately address problems over the phone or how to write correspondence.
Ensure that training resources are in place.
Ensure that training manuals are up to date.
Facilitate and quality assures the drafting of the end-user manual for internal and external clients.
Ensure that all staff is multi-skilled.
Provide training and support for institutional end-users and ensure that they are kept informed of developments.
Supervise and report on ad-hoc and seasonal projects.
Competencies
Time Management.
Record Keeping.
Proficient in Power Point, Excel and Microsoft Word.
Proficient in written and verbal English with outstanding communication skills.
Ability to prioritise work.
Outstanding organizational skills.
Ability to work under pressure.
Ability to represent the team’s ideas and suggestions to line management.
Ability to give instructions.
Ability to multi-task.
Presentation skills.
Coaching, supervision, and quality management.
Strong people skills.
Company: Central Applications Office
Position: Data Capture Supervisor 1st March 2019 – 31 March 2020
Ensure that the database information is accurate.
Ensures that electronically received information is dealt with.
Ensures that DOE results information is accurate.
Identifying errors and taking corrective action.
Quality assures data accuracy and meeting organisational and departmental benchmarks.
Evaluate staff performance and offer feedback.
Ensure that staff understands the policies and regulations of the company and making sure that they are followed.
Ensure on-going operational effectiveness, efficiency, and improvements in the Data capture department.
Timeously meet and exceed the agreed service levels and service needs as dictated by the customer (both internal and external). This includes all statistical, operational, procedures and processes reporting, forecasting and related operational planning.
Responsible for staff performance management; ensuring staff are motivated and performing at their optimum.
Improve on current processes and service delivery standards whilst ensuring that Budgets, productivity and efficiencies are adhered to.
Managing a diverse workforce.
Ensure that all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed, and cascaded throughout the operation.
Ensure the production of relevant, useful, and professional reports as required in order to provide intelligence for operational improvements.
Troubleshoot and resolve functional Data capture functions.
Handle Data capture Agent escalations.
Interacting with internal and external staff and guests.
Responsible for task assignment, performance evaluation, quality assurance and equipment maintenance.
Support expense processing, budgets and employee appraisals.
Maintain quality assurance standards for staff.
Maintain communication with clients, staff and management teams.
Analyze team and individual statistics; prepare reports; devise and implement programs to improve metrics while maintaining quality.
Provide trending data to the management team.
Provide performance coaching and implement strategies for career development.
Conduct team meetings on policy and procedure and training staff on applications.
Responsible for directing and supervising a group of employees involved in quality control procedures regarding application forms and documents processed to assure that quality control standards are achieved.
Plan and assign work of subordinates.
Analyze facts or circumstances surrounding individual problems to determine what action should be taken within the limits of standard practices and company policies.
Responsible for compilation and maintenance of quality reports and records.
Investigate and determine cause of nonconforming processing and consult and advise operation supervisors as to corrective measures.
Maintain discipline, morale, and harmonious relations among subordinates.
Investigate and adjust personnel problems within area of responsibility. Effectively recommend as to hiring, promotions, wage adjustments and terminations.
Competencies
Leadership skills: comfortable managing others and overseeing their work.
Data entry experience: understands the data entry process, entering information and ensuring accuracy and organisation.
Time management skills: manage large volumes of work in a timely manner and prioritise time to meet deadlines.
Computer proficiency: able to perform data entry tasks using spreadsheets, data bases and word processes.
Decision making: can make decisions regarding workload distribution, workflow and system problems.
Proficient in the use of Microsoft Outlook, Excel and Word.
Excellent command of the English language (written & verbal)
Self motivated and motivates others.
Ability to prioritise.
Ability to problem solve.
Good organizational and interpersonal skills.
Effective communication and conflict management skills.
Company: Central Applications Office
Position: Call Centre Supervisor 1st July 2015 – 28 February 2019 Seconded to Data Capture Department upon company request.
Ensure on-going operational effectiveness, efficiency and improvements in the call centre.
Timeously meet and exceed the agreed service levels and service needs as dictated by the customer (both internal and external). This includes all statistical, operational, procedures and processes reporting, forecasting and related operational planning.
Responsible for staff performance management; ensuring staff are motivated and performing at their optimum.
Improve on current processes and service delivery standards whilst ensuring that Budgets, productivity, and efficiencies are adhered to.
Managing a diverse workforce.
Ensure that all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed, and cascaded throughout the operation.
Ensure the production of relevant, useful, and professional reports as required in order to provide intelligence for operational improvements.
Troubleshoot and resolve functional call Centre functions.
Handle call Centre Agent escalations.
Interacting with internal and external staff and guests.
Responsible for task assignment, performance evaluation, quality assurance and equipment maintenance.
Support expense processing, budgets, and employee appraisals.
Maintain quality assurance standards for staff.
Ensure that calls are compliant with organization standards and issues escalated to proper channels when required.
Maintain communication with clients, staff, and management teams.
Analyze team and individual statistics; prepare reports; devise and implement programs to improve metrics while maintaining quality.
Provide trending data to the management team.
Provide performance coaching and implement strategies for career development.
Conduct team meetings on policy and procedure and training staff on applications.
Responsible for directing and supervising a group of employees involved in quality control procedures with regard to application forms and documents processed to assure that quality control standards are achieved.
Plan and assign work of subordinates.
Analyze facts or circumstances surrounding individual problems to determine what action should be taken within the limits of standard practices and company policies.
Responsible for compilation and maintenance of quality reports and records.
Investigate and determine cause of nonconforming processing and consult and advise operation supervisors as to corrective measures.
Maintain discipline, morale, and harmonious relations among subordinates.
Investigate and adjust personnel problems within area of responsibility. Effectively recommend as to hiring, promotions, wage adjustments and terminations.
Competencies
Technical Capacity.
Performance Management.
Leadership.
Communication Proficiency.
Problem Solving/Analysis.
Company: Octo Trading 407 t/a Yonga Imali
Position: Operations Manager February 2012 – 30th June 2015 Seeking permanent employment.
Manage and direct all aspects of outbound call center operations.
Implement and review call center policies and procedures.
Supervise, train, and develop representatives.
Resolve conflicts.
Ensure work product consistently meets established standards and take required corrective/developmental action to remedy deficiencies.
My extensive experience and judgment are relied on for planning and achieving goals.
Lead and direct the work of others with a wide degree of creativity and latitude as expected.
Reporting to executive management.
Setting and meeting performance targets for speed, efficiency, sales, and quality.
Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
Maintaining up-to-date knowledge of industry developments and involvement in networks.
Monitoring calls to improve quality, minimize errors, and track operative performance.
Coordinating staff recruitment, including writing vacancy advertisements, and liaising with HR staff.
Reviewing the performance of staff, identifying training needs and planning training sessions.
Recording statistics, user rates and the performance levels of the Centre and preparing reports.
Handling of customer complaints or enquiries.
Organizing staffing and the number of staff required to meet demand.
Coaching, motivating, and retaining staff and coordinating bonus, reward, and incentive schemes.
Forecasting and analyzing data against budget figures.
Quality control management.
Managing and optimising day-to day operations.
Ensuring that best practice methodologies and processes are applied to meet resourcing objectives.
Conducting monthly performance reviews on targets achieved.
Proactively identify challenges and opportunities.
Process and reporting enhancements.
Building and maintaining quality relationships with clients.
Good written and communication skills.
Coach and support the team via continuous interaction.
Company: Verpakt Management Services
Position: Withdrawals Manager E-Commerce February 2005 – January 2012 Relocated to Durban
Managed payment analyzing and processing whilst providing a first-level support for a global client base.
Ensuring gaming rules are followed and monitoring compliance with regulatory requirements.
Creating withdrawal batches on In-house Software for analyzing and payment processing.
Review of withdrawals and player accounts (e.g. Charge backs / Documents Received etc…)
Release of withdrawals for payments.
Processing of token-refunds into the player’s accounts.
Processing of stipulated Preferred Method of Payments (PMOP).
Allocation of funds to the relevant accounts.
Reporting of payment allocation summaries.
Payment Batch creations.
Upload payment batch files through affiliated e-commerce partners.
Authorizing payment processors to action payments.
Recon on payments processed.
Maintain –commerce cash flow for payments via various global currencies.
Resolving queries received from the Data capture and Marketing Departments.
Resolving payment queries.
Good written and communication skills.
Constant monitoring and reporting of any suspicious fraud patterns.
Monitoring and reporting on payment performances, reduce chargebacks, fraud, and bonus abuse.
Develop and implement policies and procedures to mitigate fraud.
Handle risk-related duties namely Anti-Money Laundering and Responsible Gaming.
Align risk, fraud, and payments strategy with company strategy.
Recommending continuous improvements in products.
Reviewing and approving client pay-outs.
Company: Verpakt Management Services
Position: Call Centre Agent June 2004 – February 2005 Promotion
Customer Support via email, Live-Chat, In-bound & out-bound calls.
Bonus crediting to player accounts.
Fraud checks.
Report writing.
Execute inbound and outbound campaigns to customers efficiently.
Managing key customer relationships for long term reward and benefits ensuring they remain ardent gamers within the online casino industry.
Processing pertinent information into relevant databases.
Adherence to the rules and dialing schedules within shifts that are aligned with specific markets’ during contactable hours.
Company: Prominent Paints (Pty) Ltd
Position: Data Capture Clerk February 2003 – June 2004 Temporary Position
Filing.
Data Capturing.
Issuing & Confirming of Batch Cards for production.
Inventory & Stock Control
Batch costing.
Analysis & Costing of Raw Material Inventory.
Compile and issue out batch costing reports monthly.
Monitor and rectify batch-costing variances as per batches confirmed daily.
Update the raw material test record database at regular intervals.
Report writing.
Company: Tracker Security
Position: Assistant Admin Clerk September 2000 – September 2002 Relocated to Johannesburg
Distribution of memos.
Notification and faxing.
Telephonic duties.
Filing.
Data capturing.
Company: Group Five Engineering, Projects Coastal (PTY) Ltd
Position: Safety Watcher June 1997 – July 2000 End of contract
First-Aid & Fire-Fighting Duties
Assist in implementing safety and loss prevention programs.
Monitor safety performance of on-site workers to determine vulnerability.
Identify and remove unsafe or hazardous materials from job sites prior to each shift.
Check workers to ensure that they are wearing the right type of clothes (helmets, jackets, and gloves) before they begin their shift.
Inspect workplace at the beginning of each day to make sure it is safe for operation.
Perform inspection on equipment and tools that workers will use during their shift.
Check the stability of scaffolding.
Contribute towards accident investigations to gauge measures that need to be taken to prevent them the next time.
Provide detailed reports of on-site accidents.
Educate workers about the company’s safety policy and procedures that they need to follow.
Communicate essential safety standards to workers.
Semi - Professional Experience
Company: Pick ‘n Pay Hypermarket
Position: Merchandiser – Tedelex Toys November 1993 –December 1993 Temporary Position
Planning of product ranges and preparing sales and stock plans in conjunction with buyers.
Working closely with visual-display staff and department heads to decide how goods should be displayed to maximise sales.
Controlling stock levels based on forecasts for the season.
Gathering information on customers' reactions to products.
Analysing sales and reporting on the current season's achievements.
Ordering stock, agreeing timescales and delivery dates, and completing the necessary paperwork with suppliers.
Identifying production and supply difficulties and dealing with any problems or delays as they arise
References
Mrs A. Van Niekerk
Assistant Operations Manager
Central Applications Office
***********@***.**.**
Mr Ryan Sigamoney
Director
Octo Trading 407
*************@*****.***
Mr Dennis Ho
Financial Manager
Verpakt Management Services
******@*******.***
Mr Mike Langley
Manager
Prominent Paints
Mr Ivan Camp
Manager
Group Five Engineering
Contact this candidate