Manager Service, Administration
Resume:
DEIDRE SMITH
Lime Acres, Northern Cape
**********@*****.***
I am a dynamic and result-driven professional, committed to achieving, maintaining and exceeding targets and focused on providing exceptional standard of service. I have excellent interpersonal and communication skills and I am fully bilingual English/Afrikaans. I am able to perform confidently under pressure. Willing to relocate: Anywhere
Teacher
Letter Land Educare and After Care Centre
2017 to Present
3 to 4 year old children (08h00 to 14h00)
After Care Teacher - grade 1 to grade 7 (14h30 to 17h00) Attendance register and Salaries
Assisting with payments and invoicing
Day to day administration duties
Meetings arrangements
New Enrollments
Acting principal in absence of owner
Call Centre Operations Manager
Solar Assist
May 2015 to November 2015
Manage and monitor daily operational implementation, procedures and performance as per the SLA Quality Assurance
Queries and complaints escalations process and turn - around time Monitoring SLA with various service providers
Agent availability
Sourcing of service providers
Compiling weekly and monthly reporting
Call Centre staff training - Assess and identifying training needs and provide training accordingly Ensure corrective measures/remedial action/disciplinary warnings are actioned ASAP to educate agents and to avoid future problems/mistakes
Assisting with quotations
D
WORK EXPERIENCE
Evaluating and approving inspection reports for new and existing geyser installations Billing disputes and authorisations
(Assistant Operations) Manager
Cims South Africa
2009 to 2014
Key Account Executive - Corporate clients
Operational implementation of corporate clients with selected Call Centres and Service Providers Management of debit order system
Management of Cims client database and client data verification systems and web service implementation Monthly operational meetings with Service providers and Call Centres Page
Sourcing of alternative and additional Service providers and Suppliers Implementation/manage and monitor Service Levels Agreements with Towing provider Panel, Auto Body Repairer and various Call Centres to ensure service excellence
Authorising - invoicing/billing disputes/queries
Monthly reporting -Prepare and communicate Utilisation Stats and report to Cims SA Management and Corporate Clients accordingly
Monitor costing/ Feasibility Reports
Manage the Insurance Motor Accident Management Desk-e.g. Mutual and Federal, Alexander Forbes, First National Bank etc.
Implementation - benefits and related service delivery internally as well as with appointed Call Centres Complaints/Queries -liaison with corporate client/s, Insurance brokers and clients Quality Assurance - client surveys -manage and monitor agent/s - as per Service Level Agreements in place
Call Centre staff training - Assess and identifying training needs and provide training accordingly- Product knowledge, benefit interpretation, excellent service delivery Managing and monitoring agents/team leader's performance Managing and monitoring agent/team leaders annual leave applications to ensure adequate staff at all times Set appropriate deadlines and ensure timeous feedback and communication to all concern Ensure corrective measures/remedial action/disciplinary warnings are actioned ASAP to educate agents and to avoid future problems/mistakes
Follow up daily with panel beaters and service provider/s to have directed vehicles towed to Approved Panel beaters/dealers for repairs
Authorisation of long distance tows destination and monitor related cost Release fee negotiations - with service providers to monitor related cost for corporate client/s CUSTOMER RELATIONS OFFICER/QUALITY ASSURANCE
Inter-Active Technologies (Multichoice)
2007 to 2009
Up market new products and educating clients on different product Updating new information- Billing information and contact details (BDC) Assisting new staff with queries in areas where they are not sure Compiling trend reports on individual agents monthly Consolidating reports and implementing performance criteria Weekly coaching sessions (One on one)
Monthly client statistics report for the organisation and for corporate-Multichoice South Africa and Africa CUSTOMER RELATIONS OFFICER/QUALITY ASSURANCE
First Accident Management
2005 to 2007
Handling all complaints on service rendered delays etc. Cost monitoring and managing internally and externally Road driver complaints
Assessing agent performance daily
Disciplinary panel
New appointments/interviews selections
Assisting with new contracts and amendments
Damaged/ accident vehicles - booked in for repairs if it was towing related damages Releasing of accident vehicles and moving vehicles from one panel beater to another. Cheque Requisitions - documents completed and filed Compiling Utilisation stats on National and Local assistance rendered Compiling weekly hours/annual/sick leave etc. and incentives for HR Department (Drivers and Call Centre Staff) CASE MANAGEMENT AGENT/ CALL CENTRE SUPERVISOR
International SOS
1998 to 2005
Symposium
Assist manager with the management and tracking of all the Symposium statistics for clients and staff. These statistics need to be compiled on a daily, weekly and monthly basis. A monthly statistical report for Singapore: inbound and outbound calls for both Domestic and Medical. Call tracking of all calls made to the Operations manager during the night. Voice Logger
Voice logger calls generated on all staff (1 - 2 per week for evaluation Page
Staff HR
Administer all leave forms and ensure that they are forwarded to payroll Check that time sheets are correctly completed (overtime) Update Excel spreadsheet with hours worked for payroll Monthly or Weekly Reports
Compile information for reports as required
Generate statistics for clients and e-mail to each client once accuracy is verified Compile flash report statistics
Compile minor report statistics
Product updates
Update the trolley and check the Public Folders with regards to Policies and training manuals for each new client Update IT with regard to installation of telephone DDI and the insertion of information onto Olympus CALL CENTRE SUPERVISOR
Housewares Exclusive PTY LTD
1995 to 1997
Dealing with all complaints and general queries
ITC Clearances
Authorisation of New Accounts
Processing of New Accounts
Pick and Pay
INFORMATION DESK - Johannesburg, Gauteng
1993 to 1993
Dealing with queries and complaints
Product and refunds on products customers are not happy with Cheque clearances and authorisation of Credit cards CASH OFFICE SUPERVISOR
Kine Centre
1993 to 1993
Ster Kinekor (Kine Centre)
Assisting with queries and complaints
Managing and monitoring cash flow and cash take up Junior Bookkeeping in Financial Accounting
Skills Academy
June 2020 to Present
High School (matric) in Grade 11
Chris Jan Botha Secondary School
Microsoft Word (10+ years)
PowerPoint (10+ years)
Database Administration (10+ years)
Sales And Marketing (5 years)
SFTP Sites (5 years)
Pivot Reporting (10+ years)
HR Administration
Statistics (10+ years)
Reconciliations (10+ years)
Administration Management Imsimbi College
EDUCATION
SKILLS
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ADDITIONAL INFORMATION
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