WARREN NAICKER

** ******** *****, ********** ***, 2094 C: 062******* adm6p7@r.postjobfree.com

Professional Profile

I am an Innovative Customer Service Manager who effectively executes process changes to improve operational efficiency.

I am Devoted and do everything in my power to sustains the highest level of customer service through efficient team and customer account management.

I have a great track record of managing a wide variety of customer service issues quickly and efficiently and have taken my current company Afrihost.com to winning ISP of the year 4 times in a row due to the support and service we offer.

Core Qualifications

A+

Passion for Customer Satisfaction

N+

Cross functional Management of remote employees

Degree in Theology

Skilled multi-tasker

Microsoft Office

Training and development

DNS / Fibre / ADSL / WIFI (LTE)

Infrastructure Management

Linux / Windows Server (IIS)

Deadline-oriented

Zohodesk / Freshdesk / FreshSales

PHP / MySQL / MsSQL / ASP.net

Experience

PC Engineering Lecturer

Jan 2003 to Jun 2004

Birnam Business College - Johannesburg, Gauteng

Organize, maintain and manage class systems in proper working condition.

Teach students and learners to use computers.

Design and develop appropriate computer instructional material.

Manage and monitor students

Initiate and implement systems, procedures and other student management issues.

Develop and implement lesson plans and classroom activities in consistent with the student management

issues.

Conduct group training sessions.

Determine and troubleshoot technology services for staff.

Coordinate and collaborate with lead teacher, principal and instructional coaches.

Integrate special lesson plans with core academic curriculum.

Reference : Brenda Resnik

Contact No : (011-***-****

Technical Support Consultant

AOL ( Project Sword Fish ) - Johannesburg, Gauteng

Provided base level IT support to company personnel.

Maintained composure and patience in face of difficult customer situations.

Support customers with online billing and account issues.

Informed customers about issue resolution progress.

Provided thorough support and problem resolution for customers.

Jun 2004 to Jun 2005

Reference : Renaldo

Contact No : 083*******

Support Manager

Afrihost.com - Johannesburg, Gauteng June 2005 to April 2018

Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Solving complex customer service issues and proactively heading off negative service trends.

Identifying and eliminating root cause barriers to accuracy, productivity, and quality.

Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.

Developing and achieving performance goals and objectives in order to achieve customer promise expectations

Manages workflow, handles escalations, proactively engages resources to address issues, and effectively delegates workload across the leadership team.

Participates on business leadership meetings; develops and drive strategies and programs which improve the competitive position and profitability of the organization.

Drives creation of staffing plans, schedules, quality initiatives, process change initiatives, infrastructure management, Churn, NOC Management, Fault management and ensuring best practises are being adhered to.

Develop daily, weekly and monthly reports on help desk team’s productivity and report back to the appropriate internal teams and senior management.

Work with business, development and support teams to resolve any conflicts and customer issue most importantly manage the customers expectation.

Follow up with customers to identify areas of improvement on a one-on-one basis and through online customer satisfaction surveys.

Handle All internal and CEO desk escalations.

Reference : Darryl Pillay

Contact No : 084*******

Broadband Operations / Fibre Support Manager

CellC - Johannesburg, Gauteng May 2018 To December 2019

Analysed and resolved multi-faceted issues that impacted executive leaders and business objectives.

Managed daily operations, including supervising 10 teams across multiple locations.

Accumulated and implemented client and associate feedback to better business practices.

Proactively identified and solved complex problems that impacted management and business direction.

Resolved issues, including challenges regarding circuits, websites, vendors and telecoms.

Led internal and external teams in multidisciplinary objectives, including sales, marketing communications, lead generation, vendor services and customer support.

Analysed strategic, core, and support processes and recommended improvements to streamline processes.

Devised business and technology strategies to create performance metrics, reporting, and analysis systems in support of investigative operations.

Managed client correspondence, order tracking and data communications.

Managed daily business operations, including sales, logistics, customer service and problem-solving.

Oversaw a 24/7 operation for an average of 80 personnel, Infrastructure and Fault Management.

Recruited, hired and trained crew members on the application of projects, customer relations and customer service.

Increased customer satisfaction by following up on any negative feedback and taking appropriate measure to resolve complaints.

Delivered exceptional customer service to grow business, resolve issues and maximize customer experience.

Provided a high level of quality control resulting in reduced downtime and maximized revenue.

Experience working with online support desk tools eg: ZOHO Desk, FreshDesk, FreshSales, PC Anywhere, Microsoft Teams, Skype, Zoom, Kayako and Agility GIS.

Reference : Kevin Ramsamy

Contact No : 072*******

Education

Matric

2000

Woodlands Secondary School - Pietermaritzburg, RSA, Kwazulu Natal

English

Afrikaans

Mathematics

Biology

Geography

Woodwork

Languages

Fluent reading / writing English.

Personal Information

Place of Birth: Pietermaritzburg, Kwazulu Natal, RSA

Date of Birth: 29 November, 1981 (811********** )

Present Resident in Johannesburg, Gauteng

Sex: Male

Status: Married with 3 children

Hobbies: Reading, Swimming, Volley ball Table Tennis

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