JANEEL DAVIDS

Customer Service Team Leader/Manager

Contact Me Summary

+277******** I am an energetic, ambitious person who has developed a mature and

responsible approach to any task that I undertake, or situation that I am

adnrvh@r.postjobfree.com

presented with. As a graduate with 5 years of experience in managing and

Boloberg Crescent, Eldorado Park, leading teams. I am excellent in working with other’s to achieve a certain

Extension 2 Johannesburg,South objective on time and with excellence.

Africa

Education

Birth Date

Birnam Business College

31/Mar/1992

2018 - 2018

Diploma In Human Resource Management And Psychology

Human Resources Management

Other Info Bussiness Communication

Business Management

Languages Industrial Psychology

English, Afrikaans

College Campus

References 2010 - 2010

Certificate In Ms Office & Admim

Mr. Vithia Reddy on – 060 982

8586 (GSK)

Lancea Vale Senior Secondary School

Mr. Elton Meyers – 082-***-****

2005 - 2009

(Genpact) Senior Certificate: Matric

Mrs. Kim Harvey – 081-***-**** Afrikaans First Addional Language

(SAU) English First Language

Mathematics Literacy

Mr. Malcolm – 084-***-****

Life Science

(ABSA)

Business Studies

Accounting

Life Orientation

Awards

Experience

South Africa Underwriters

Received compliments on Hello 2017 - 2020

Peter Customer Care Team Leader

Team Management - Leading and managing a team of 15 agents. Achieving

daily, weekly and monthly KPA’s & Targets. Ensuring that all roadside cases

are logged correctly on CRM and Dreamtec. Monitoring all live roadside

cases, and ensure that all clients are assisted within ETA. Monitoring all

new motor claims and house hold claims. Ensure that all new claims were

captured correctly by each agent. Ensuring that all new claims has assessors

appointed. Monitoring all customer care calls, ensuring that each agent

follows the correct producers on all calls handled. Ensure that each agent

resolves all queries/requests received from the client, telephonically or via

email. Motivating the team. Achieving an average answer percentage of

100%.

Payments – Creating Bordereaux for all services Providers. Processing

payments to the services providers. Ensuring that the age analysis does not

exceed 60 days. Sending out Remittances to the AA and FAM (Services

Provider).

Reporting – Presenting monthly stats to all managers, directors and the

CEO. Planning Shifts Roosters. Ensuring that all reports are send out to the

services provider & managers (Count of weekly & monthly roadside

assistance cases logged, weekly and monthly count of new claims captured,

compile reports and report on progress).

Complaints & Queries - Handling & Resolving all complaints & queries

received from clients/services providers. Drafting apology letters to clients.

Assist agents with resolving queries. Assisting all walk in clients with their

queries (face-to-face discussions with the clients).

Coaching and developing agents through continues one-on-one sessions.

Total performance management, monitoring and driving team targets.

Quality Assurance - Quality management/improvement through call

evaluation for each agent.

Manage and motivate agents through different forms.

Assist in agent career development.

Taking correct disciplinary measures where necessary.

Assess and identify training needs.

Acting Manager – Managing the department in the absence of the manager.

Office Admin

Genpact (GSK)

2016 - 2017

Consumer Relations Team Leader

Team Management - Achieving daily, weekly and monthly SLA’s & Targets,

leading and managing a team of 8 agents. Ensure that all Product Quality

Complaints are captured correctly on CRM, and send through to the head of

PQC’s. Ensure that each agent follows the correct producer when handling

a Medical Information case. Sending all medical information cases to the

head nurse and pharmacist. Achieving an average answer percentage of

100%.

Product Technical Complaints – Ensuring that all PQC and Medical

Information are handled and captured correctly on CRM.

Bulk Orders – Capturing all bulk orders received on CRM. Ensure that all

warehouses and stores receive all their orders on time.

Quality Assurance - Quality management/improvement through call

evaluation for each agent

Process Training –. Conducting training sessions for all new agents in the

department.

Quality Checks - Perform quality checks on all emails responses send to the

consumer from the agent.

Complaints & Queries - Handling & Resolving all complaints & queries from

clients.

Reporting – Weekly and Monthly stats. Report on the monthly count of

Product Quality Complaints, Medical Information Cases received.

Coaching & Training - Providing regular refresher training to all agents,

coaching, keep team motivated.

Cross Training in the Human Resource Departing – Ensuring that on-

boarding forms are filled in correctly by the new staff members. Capturing

the filled in information of the on-boarding form on the system. Sitting in

on interviews. Ensuring that all staff members’ files are up to date with the

latest information’s. Organizing all staff members’ files. Regular check’s to

see if all staff members’ qualifications are up to date. Assisting staff

members with HR related queries.

Acting Manager – Managing the department in the absence of the manager.

ABSA

2014 - 2014

Telesales Consultant

Selling Life Cover - Selling Life Cover to ABSA Account Holders.

Achieving Targets - Achieving and exceeding monthly sales targets.

Quality Assurance - Reaching an overall QA score of 99%.

Projects

South Africa Underwriters

2018 - 2020

The Hub Call Centre

Building a new team of 15 cross skilled agents, that would be able to handle

any roadside assistance, capturing of new claims and customer service calls.

Contact this candidate