Centre Operator Call
Resume:
Reverse Logistics & Customer Services Manager
Kyle Ilan Simon
ado3si@r.postjobfree.com
Johannesburg, South Africa
An accomplished Customer Services Professional with a wealth of knowledge and capabilities within the logistics, warehousing and dispatch control space. Partnering with the business in order to manage organizational change and build top-performing teams to achieve corporate objectives. Skilled in directing warehousing strategies, including but not limited to talent attraction and management, training and development, compensation and benefits, performance management, and succession planning. Accomplished in developing a diverse and inclusive work environment.
PROFESSIONAL SKILLS
Flexibility
Administration
Leadership
Time Management
Team Management
People’s Person
Working Under Pressure
Customer Service
Team Player
Business Management
Mentoring
Methodical
Precise
CAREER SUMMARY
Sept 2019– Aug 2021
Quality and Compliance Assurance Manager
Up-Beat Media
Johannesburg, South Africa
Aug 2018 – Aug 2019
Reverse Logistics &
Customer Services Manager
SMD Technologies (Pty) Ltd
Johannesburg, South Africa
Mar 2017 – Jul 2018
Assistant to the Technical Manager
S W Security Solutions
Johannesburg, South Africa
Feb 2016 – Feb 2017
Technical Call Centre &
Returns Manager
SMD Technologies (Pty) Ltd
Johannesburg, South Africa
Feb 2014 – Jan 2016
Call Centre Operator
Teleperformance
Johannesburg, South Africa
Feb 2012 – Jan 2014
Au-Pair
Employer name
Johannesburg, South Africa
Sept 2010 – Jan 2012
Studied full time
Oct 2007 – Aug 2010
Assistant Floor Manager and Salesman
Matador Luggage
Johannesburg, South Africa
Jan 2005 – Oct 2007
Waiter
Wiesenhof
Johannesburg, South Africa
EXPERIENCE
Sept 2019– Aug 2021
Quality and Compliance Assurance Manager
Up-Beat Media
Johannesburg, South Africa
The Company runs marketing Campaigns for Crypto Trading Platforms.
Quality Assessor: Ensuring that the sales team comply with company policy as well as the Anti money laundering policies by listening to the calls and providing real time feedback to the Sales team and Senior Management. Ensuring That the Sales team conduct themselves in a professional manner. Gathering information regarding Sales techniques, areas that need improvement.
Reporting: As part of my function, I was responsible for compiling reports regarding sales techniques, areas that need improvement. At the end of each month, I was required to present a Compliance report regarding a breakdown of compliances breaches for the month using Charts and Tables.
Call Monitoring: Listening to calls from the sales team and critiquing where necessary
Compliance Monitoring: The company dealt primarily with International clients therefore by law had to comply with the Anti Money laundering Act. I would listen to calls and ensure that the Sales Team explained to clients that there are certain legal requirements such as submitting personal documents proving the client is who they say they are.
Liaising with the Sales team: Giving Feedback to the sales team regarding areas that they are strong in as well as areas which require attention. The importance of this task is finding a balance between being Firm and at the same time not demoralising the sales team.
I was hired to create and head the Quality and Compliance Department. I implemented policies as well as KPI`s. I also assisted with the training of new employees on topics such as Compliance and Customer Service.
Seeking alternative employment for personal and professional growth.
Aug 2018 – Aug 2019
Reverse Logistics &
Customer Services Manager
SMD Technologies (Pty) Ltd
Johannesburg, South Africa
Managing a team of six people in the returns department.
Managing a team of six call centre employees.
Implementing and conducting training for returns employees.
Implementing and conducting training for returns employees.
Ensuring and overseeing quality control of calls dealt with by the call centre.
Creating and implementing returns procedures – constantly reviewing the returns procedures in order to ensure maximum efficiency of the returns department.
Organising, attending and leading meetings with service providers.
Compiling of technical reports.
Compiling of outstanding collection reports.
Handling email queries within a required a four-hour turnaround time.
Handling telephonic queries within a required four-hour turnaround time.
Ensuring any issues that arise are sorted as soon as possible and the client is satisfied with the end result.
Establish and maintain a professional relationship with clients.
Coordinate with various teams so that the customer’s expectations are met.
Involved in all stages of staff recruitment for my department.
Authorising requests for credits.
Crediting from invoices, crediting faulty stock, and re-Sending orders.
Stock/Bin Movements, and inventory management.
Following up on collections, and booking in of returns.
Logging online collections, and creating quotations.
Arranging and authorizing exchanges for clients.
Drafting returns policies.
Overseeing the process of disposing of e-waste.
Overseeing the process of reworking damaged packaging for resale.
Providing feedback for returns and repairs.
Mar 2017 – Jul 2018
Assistant to the Technical Manager
S W Security Solutions
Johannesburg, South Africa
Assisting with project management tasks.
Designing project requirements.
Ensuring procurement for the company happens efficiently and cost effectively.
Inventory and stock control.
Assist where general office administration is required.
Project management administration.
Vehicle inspections.
Drafting and providing accurate quotations to customers.
Managing job cards.
Scheduling of technicians.
Maintaining job card system.
Feb 2016 – Feb 2017
Technical Call Centre &
Returns Manager
SMD Technologies (Pty) Ltd
Johannesburg, South Africa
Managing the customer complaints department.
Creating and implementing returns procedures – constantly reviewing the returns procedures in order to ensure maximum efficiency of the returns department.
Designing and then implementation of training manuals.
Following the development of the training manuals, designing and implementing all necessary training required by the staff.
Inventory control.
Involved in all stages of staff recruitment for my department.
Compiling of technical reports.
Compiling of outstanding collection reports.
Handling email queries within a required a four-hour turnaround time.
Handling telephonic queries within a required four-hour turnaround time.
Feb 2014 – Jan 2016
Call Centre Operator
Teleperformance
Johannesburg, South Africa
Call centre operator for Vodacom’s data and accounts department.
EDUCATION
Jan 2020 – Present
Degree: BCOM
Business Management
University of South Africa (UNISA)
Johannesburg, South Africa
Feb 2011 – Dec 2013
Diploma: Information Technology
* A+ and N+
Boston City Campus
Johannesburg, South Africa
2005
National Senior Certificate: Grade 12
* Mathematics & Computer Studies
Yeshiva College
Johannesburg, South Africa
PROFESSIONAL DEVELOPMENT / SHORT COURSES
Nov 2017
Certificate: Access Control at Reditron.
Feb 2017 – Mar 2017
Certificate: Basic Electronics at Reditron.
Feb 2014 – Apr 2014
Certificate: Call Centre Operations at Teleperformance.
AWARDS, COMMENDATIONS & PERSONAL INTERESTS
In 2005 I received a Trophy for highest marks in the class for Mathematics (SG) and Computer Science (SG).
In my third month working for SMD Technologies I received an Award for Employee of the Month.
COMPUTER LITERACY
1 Had appropriate training only
2 Limited practical experience
3 Solid practical experience
4 Well versed, extensive experience
5 Expert, extensive experience
Technology
Years Used
Last Used
Skill Level
Windows
15
Year
3
Internet
15
Year
4
15
Year
4
MS Word
15
Year
4
MS Excel
15
Year
4
MS PowerPoint
15
Year
4
MS Access
15
Year
4
ServCraft
1
Year
4
Sage
1
Year
3
CRM
2
Year
4
REFEREES
Nerina Dallicani
Compliance Officer
Up-Beat Media
+27 (0-662******
Nikita van Rooyen
QA Manager
Up-beat Media
+27 (0)82707479
Contact this candidate