Manager Customer

CURRICULUM VITAE

OF

NICOLE LEE KISTEN

Personal Details

First Name: Nicole

Surname: Kisten

Date of Birth: 25 June 1981

Identity Number: 810**********

Employment Equity: Indian - Female

Nationality: South African

Physical Address: 882 Dubloon Avenue

Wilgehuewel

Contact details: 081-***-****

*********@*****.***

License driver: Code 8 with own car

Marital Status: Married

Career Focus

I am a well-balanced person who espouses good morality, sincerity, dedication & honesty in whatever I endeavour. I am ambitious and committed to all tasks. I aim for nothing less than accuracy and perfection in all aspects of work and social activity. My morality and integrity is fuelled by my deep sense of religion which acts as a major component of my very being and character. There is no task I consider beyond my grasp as I am very desirous of absolute success, yet on the same note I acknowledge my limitations and willing to learn always. I am accurate with a strong attention to detail, I practice strong ethics and have good values, I have a good sense of humour, I am confident and professional, energetic with excellent Project management and coordination skills and I have an unquenchable thirst for a challenge and a very strong determination to succeed. Given the opportunity to prove myself, I am in no doubt that I will be an asset to any organization to reach their objectives and goals, whilst maintaining the consistently high standards that both the customers and clients are accustomed to. Summary of Skills

Computer literate · Works well under pressure · Maintaining effectiveness when experiencing major changes · Reliable and honest · Setting high standards of performance for self and others, self-imposing standards of excellence · Deadline driven · Fast learner with Application systems · Excellent communication skills · organizational skills · analytical skills ·Excellent Administration Skills · Macro Building ·Report Design and Development · Analysis of Data · Timeous delivery and Maintenance of Reports · Excellent people management skills · Confident Self Motivated Client Service Orientation Ability to manage expectations Ability to communicate effectively with colleagues, management & clients Ability to work in and as part of a team Self-awareness Resilient Disciplined in being able to follow documented procedures and processes Responsible & accountable Resourceful & creative problem solver Effective Communication Results- Orientated Ability to interact with Client Ability to multi-task Ability to manage change Innovative thinking and delivery Ability to understand Education

Solvista Secondary School– Phoenix, Durban, South Africa Matric -Pass 2008

Tertiary

Business Management Training College

Business Management - Diploma in Progress – 3rd Year Shaw Academy

Diploma Completed 2016 – Microsoft Excel

Aegis Global - Internal Achievement

Certificate Completed 2012– COPC – HPMT (Higher Performance Management Technics) Aegis Global - Internal Learnership

National Certificate NQF 3 Completed 2017 – Contact Centre and Business Process Outsourcing Support

References

● Howler – Steve Cuzen (COO) 083-***-**** - Shai Evian (CEO) 083-***-****

● Aegis – Amanda Parker (Associated Vice President- Training) – 084-***-****

● Aegis – Stuart Cox (Senior Manager Business Analytics) – 082-***-****

● Aegis – Phillip Tshikotshi (Associated Vice President- Human Resources) (Previous Call Centre Manager@ BG) - 079-***-****

● Telesa Comms – Irene Reddy – (Director) – 074-***-**** Professional Experience

Head of Department: Customer Support

March 2018 to Current

Howler – Hydepark Gauteng

Managing the impact to customers by coordinating business activities to ensure that the adverse impact on customer experience is minimised.

Responsibilities

• responsible for managing the support desk.

• provide the interface between internal operational teams, including daily environment checking, incident and change request management.

• responsible for the end-to-end management of incidents, from logging to closing tickets.

• This includes conducting in-depth system checking and technical analysis.

• a strong communicator and keep the customers and internal teams informed throughout the process.

• work closely with the companies technical and operational teams to ensure full resolution of issues.

• responsible for incident reporting and providing closed loop feedback to the respective stakeholders.

• Change Management involves receiving change requests, logging the requests, conducting impact assessments on requests, communicating estimate of completion, scheduling the changes, prioritizing, implementing changes to the existing CX Programs, and closing the requests.

• highly organized to ensure work is levelled and customer expectations are managed. The Responsibilities Can Be Summarized As

• Provide ongoing support to customers aligned to the customer Service Level Agreement

• Manage customer requests and tickets through the clients Support Desk

• Manage incidents to resolution

• Manage and implement customer requests for changes

• Collaborate with delivery teams, coordinating activities

• Work closely with the Customer Success Managers to understand customer programs and needs

• Report on customer support performance

• Maintain high levels of customer satisfaction

Typical Character Traits Include

• Strong people skills

• Values relationships

• Excellent communicator

• Collaborate with teams

• Energized by solving problems

• Passion for technology

• Analytical mind

• Attention to detail

• Highly Organized

• Process oriented

Technical Competencies

Scenario thinking and planning

Understanding of customer experience frameworks and models Process management

Organisation recovery management

Understanding of customer and channel drivers

Outside-in thinking

Dashboarding and Analysis

Real-Time measurement

Behavioural Competencies:

Relationship Building

Conflict Resolution

Decision Making

Critical Appraisal

Holistic Thinking

Persuading & Influence

Coaching

Complex systems thinking

MIS Analyst / Training MIS Analyst /Training coordinator March 2013 to current

Aegis Outsourcing South Africa Pty Ltd – Back Office - Sunninghill, Gauteng

● Development, Management and Delivery of Training Schedule/Registers/Batch Reports

● Development, Management and Delivery of Monthly Training Summary Reports

/HRIS Report/ Training Consolidation

● Development, Management and Delivery Payroll Stipend Reports

● Development, Management and Delivery Recruitment - Throughput Reports. Update and Manage Trainers KPIs on a monthly Basis ( 18 Trainers) Development, Management and Delivery Global Dashboard Responsible for the Administration of all IT and Operations.

● Develop/Manage and Analyse Data

● Support to AVP - Consolidation and Submission of ATR (Annual Training Report) to SERVICES SETA

● Support to AVP - Consolidation and Submission Company BEE Report.

● Support Training Managers on Graphical Presentation of Data.

● Data Processing and Integrity Assessment - Data from multiple source systems/business units/platforms will be sourced, assessed and cleansed to ensure the accuracy and quality is consistent before reporting and analysis is conducted.

● Business Requirements - Ensure business objectives are gathered, clearly defined and documented. Formulate appropriate analysis plan and sources to extract from in line with business requirements. Conducting an audit of the business rules applied across departments supported to contribute to the requirements gathering process. Engage with Business Analysts within and outside the division to understand business processes and assess potential impact on reporting and analysis results.

● Reporting and Analytics - Manage and lead the weekly/monthly reporting responsibility for the different stakeholders including department and EXCO specific reports as per requirements. Development of reports highlighting key actionable insights with recommendations. Presentation of results to different forums. Analytics competencies required include forecasting, simulation of scenarios

(scenario analysis), propensity model development and customer lifecycle analysis. Have in-depth technical understanding of statistical techniques required to develop and implementation of analytical solutions (predictive models) as per business requirements. Familiarity with globally recognized data management and analytical software including MS SQL Server, SAS (BASE, Enterprise Miner, Enterprise Guide). MIS Analyst – Support within the Call Centre (Campaigns - AIG / British Gas (UK CLIENT)

/Telkom Mobile/Telkom Fixed Line)

May 2011 to Feb 2013

Aegis Outsourcing South Africa Pty Ltd – Call Centre - Sunninghill, Gauteng

● Detailed, workable and relevant client reporting

● Production of performance and staffing reports

● Analysing reports and making recommendation of better operational efficiencies to the call centre manager and the Client

● Making recommendation in order to maximize performance productivity and implement improvement processes where shortfalls arise

● Day- to- Day Support

● Incoming call forecasting and capacity scheduling

● Translate overall Aegis/Client Service level Agreement

● Management and maintenance of internal compliance audit programme, review and maintenance of related processes, procedures, systems, controls and manuals

● Monitor results of headcount growth in terms of cost, operational volume and efficiency

● Analyse and recommend creative solutions that could increase attraction and retention of high qualified call centre preventatives

● Managing and achieving the clients SLA

● Liaise with other business units within Aegis SA to assist with operational requirement i.e. MIS, Training, HR or IT Department.

● Responsible for the entire reporting structure within the Chartis AND British Gas Contact Centre.

● Full Management Function

● Retrieve and analyse statistics

● Trend Analysis and forecasting

● Table F (This is an overview of the performance for entire centre on all aspects for internal and external stakeholders which is compiled on a monthly basis)

● Highlight problem areas/causes and making recommendations of better operational efficiencies (shift/break roster, process, scheduling of leave etc.) to prevent this from occurring in future

● Develop and maintain new reports/templates

● Training and Development

● Management and maintenance of the internal compliance audit programme

● Monitor results of headcount growth in terms of cost, operational volume, and efficiency

● Assist Operations with presentations in terms of statistical figures

● Root cause analysis

● Document all reports/processes

● Regular meetings with client to discuss and resolve technical issues/challenges

● Scheduling

Call Centre - Team Manager (British Gas) UK Client August 2009 to April 2011

Aegis Outsourcing South Africa Pty Ltd – Call Centre - Sunninghill, Gauteng

● Contribute to the delivery of the service vision through observing and coaching all team members to deliver outstanding service, get it right first time and maximise revenue opportunities.

● Reward and recognise excellence in customer service delivery and take opportunities to celebrate success with the team

● Drive high performance through creating and executing team performance improvement strategies and plans and delivering value through the performance review mechanisms within the performance management framework

● Be present with the team and drive team performance through utilisation of buzz sessions, team meetings and incentives

● responsibility for maintaining a high level of technical competence in order to take calls on a regular basis and resolve customer escalations

● Provide clear objectives that align with the balanced scorecard and drive motivation and commitment to achievement through constant communication and positioning with the team

● Keep abreast of company information and developments in the wider contact centre industry in order to contribute new ideas that will deliver business value

● Work with resourcing and planning to proactively manage real time adherence to schedule and respond quickly to peaks and troughs in performance

● Take a disciplined approach to the tracking, maintenance and administration of all policy and procedure relating to people and business process

● Take time to understand the end to end service experience and champion the customer across departmental boundaries to resolve issues and initiate improvement

● Provide clear objectives that align with the balanced scorecard and drive motivation and commitment to achievement through constant communication and positioning with the team

● Work with resourcing and planning to proactively manage real time adherence to schedule and respond quickly to peaks and troughs in performance

● OVER AND ABOVE ADHOC DUTIES (PDP for Call Centre Management Post)

● Assisting and shadowing HR in the following duties within BG:

● Issuing Comprehensive Final Warnings

● Sending Telegrams – Following through with the abscondment process

● Processing an Exit survey

● Attending Disciplinary Enquiries

● Absenteeism Process and Audit

● Permanency Process - These functions can be replaced with “HR related tasks.”

● Drawing a floor plan for seating arrangement for 280 agents.

● Assisting fellow Team leader on the floor to achieve 100% CP and other stats related queries –

● Assisting new Team Leader -Micromanage new employees to a level of capability.

● Team development (sharing self-created procedures and credentials) for enhancement Call Centre Manager

August 2008 to May 2009

ATIO IT SERVICES - Sunninghill, Gauteng

● Optimisation of Company SOP’s

● Resolve day to day staff issues, disputes, queries and grievances.

● Setting schedules for engineers daily.

● Update and maintain the daily technical register for engineer and agents.

● Provide training for all new staff on Sage CRM and Accpac systems.

● Review and Implementation of SOP’s for departments

● Manage all calls logged via email and telephonically within the Helpdesk.

● Involvement with Procurement Team, Projects Team and the Sales team

● Client’s service levels agreements (SLA) achieved

● Resolved escalated queries

● Manage and process all 3rd Parties call.

● Process and capture daily, weekly and monthly job card for engineers and 3rd parties on Accpac.

● Attend to vendor and service providers queries, E.g. Telkom, Bytes Communication, Mweb, Internet solutions

● Generate, analyse and format the standard daily, weekly and monthly statistical reports.

● Close working environment with Accountants

Technical Project Manager

January 2008 to July 2008

Titan Five Holding – Sandton – Gauteng

● Co -ordinate and manage the helpdesk

● Set schedules for technicians, do follow ups and confirmation with clients.

● Set up installation for new projects.

● Attend relevant board meetings with management and technicians for progress and updates regarding the helpdesk (calls logging rate, escalated calls rates, abandoned call rates etc).

● Maintain and update the Footprints database when a call is resolved or needs attention.

● Manage the repairs department send units for repairs to the relevant suppliers do follow ups to clients and suppliers

● Coordinate and track request for assistance related to supported system. Billing Project Manager

March 2007 to December 2007

Storm Voice and Data – Woodmead, Gauteng

I

Data/Billing Administrator

March 2005 to November 2007

TELESA COMMS – Durban

● To aid in the delivery of telephony management services in the company clients.

● Manage changing control for telephony services and facilities,

● Billing analyses and reporting.

● Exception reporting, management reporting, services and PABX capacity planning, support client queries, database management, communication and feedback.

● Processing of quotes, customer and client service support. Debt Collect/Administrator

July 1999 to April 2005

Various Companies over the years:

Retail Credit Solution (Foschini Group) / Norman Bisset & Associates / Associated Credit Specialist / MBD Medical Collections

Experience (Software Systems)

● Microsoft Office - Advanced

● Accpac – Intermediate

● Atlas – Intermediate

● CRM – Intermediate

● Sage CRM – Intermediate

● Nacmint –Intermediate

● BT Automation – Advance

● LMS – Advance

● Access – Intermediate

● UIP – Intermediate

Minimum Qualifications and Knowledge

● Relevant tertiary qualification i.e. – Diploma in Business Management & Excel

● 5 or more years’ experience in a reporting and analytics function

● Extensive knowledge of analytics and reporting - Excel, MS SQL etc.- Data Analysis (data manipulation, exploration and analysis)

● Experience working with Oracle and MS SQL databases -Beginner

● Familiarity with various Microsoft packages

● Working knowledge of information management and documentation

● Solid grounding in development of best practices, documentation, requirements definition, the analysis process

● Industry experience advantageous

● Competencies

● Strong analytical and solution development skills

● Exceptional written, oral, and presentation skills

● A team player with the ability to contribute constructively in a consultative environment

● Performance, deadline and results driven individual

● Ability to work independently

● Passion for application of advanced analytics to solve complex business problems

● Communication and stakeholder management skills

● Ability to explore new and innovative solutions in a continuously changing environment Leadership Roles and other activities

● Rhema Bible Church – Assistant Worship Leader / Choir Leader / Choir Conductor

● Bethesda Worship Centre – Worship Leader / Youth Leader / Dance & Drama Leader

● Actively involved with community outreach programmes – Sunshine Collections (Women Organisation)

Hobbies and Interest

Singing, Music, Dancing, Bowling, swimming, Reading, catering and entertaining. Outdoor activities.

*Supporting documentation will be provided upon request. *

Contact this candidate