Pretoria Customer Service

GEORGE LANGUAGE

Johannesburg 065-***-**** ******.********@*******.*** https://www.linkedin.com/in/georgelanguage/ Contact Center Team Leader

Objective

Experienced Customer Centre Team Leader with the proven ability to lead, coach and motivate diverse teams to deliver high performance in an Omni-channel environment. Experienced in both in bound customer services and outbound sales. My passion in life is to grow and develop people. Searching for contact center team leader position in which to use my leadership and interpersonal skills to their fullest potential. Skills

Customer Services Contact Centre Operations Leading and Supervising

Quality Assurance

Coaching

FICA/NCA/Consumer

Protection acts

Performance Management

CRM software like salesforce

Onboarding of customers

Outbound Calling/Sales

Staff Development

Staff Selection

Retail/Banking Procedures

Work experience

Ford South Africa (Jun 2021 – Current) Temp Worker

• Responsible for the end-to-end seamless customer experience involving various stakeholders by means of the “own the customer model to enhance the Ford Brand

• Investigate cases and address customer service failures.

• Generate leads and possible customer sales to the dealership network

• Proactively provide feedback to key stakeholders for continued and improved performance of the team – ensuring NPS focus and exceptional service provision and growth.

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Achievement

• Received reward as of the top 3 consultant in the department September 2021 Absa Bank (Jan 2002 – Oct 2019) Retrenched

Team Leader : Client Onboarding Business and Private Bank (Oct 2017- Oct 2019) Promoted

Leading and supervising a team of 15 Customer On-Boarding consultants in an omni-channel environment to ensure high service delivery and effective On- Boarding of new customers.

Ensure team achieve all performance measures through coaching, performance management, mentoring and motivation.

Increased quality from 85% to 97% when started with the team.

Increased number of successful on-boarding’s from 450 per week to 600 with the same resources.

Increased net promotor score from 63% to 83% for Gauteng North Region.

Handle all required complaints/service delivery issues and implement action plans with coaching to reduce repeat failures.

Conduct regular training and upskilling sessions on products, procedures, and compliance with team.

Perform weekly assessments on team by means of call listening, side by side assessments and work items audits analyzing data to implement coaching and training.

Schedule team members according to workforce management principles to ensure continuous service delivery. GEORGE LANGUAGE

Johannesburg/Pretoria/Centurion 065-***-**** ******.********@*******.*** https://www.linkedin.com/in/georgelanguage/ Contact Center Team Leader

Work experience continued

Team Leader : Rest of Africa Customer Services (Jan 2013 – Oct 2017) Promoted

Leading and Supervising a team of Omi-Channel (in/out bound, e mails and chat) customer consultants in a 24/7 environment for an outsourced contact center (Barclays Bank U.K).

Coach and Train team on selling skills, customer service and complaint resolution

Monitor consistently service levels and customer waiting times on the inbound line, e-mail box and customer chat que and allocated required resources to achieve service levels.

Set ambitious sales goals for the outbound team and motivate strong performance to keep team developing.

Prepare and conduct monthly business review session with stakeholders with action plans to enhance service delivery.

Analyze and Interpret daily MIS reports on services levels, productivity, abandonment rate, call holding time, call transfer rate and wrap up time to ensure high quality of service. Team Leader : Transactional / Digital Banking Absa (Jan 2002- Jan 2013)

Leading and supervising a team of call center consultants in the Transactional and Digital Banking space in a high-volume contact center for the Absa Group.

Ensure team follow required standard operating procedures and call scripts to minimize risk and losses.

Team experienced 0% losses for full year due to negligence.

Daily analysis of Automated Call Distribution reports (ACD) to make certain that all metrics were met by providing on-going performance feedback, coaching, and motivation.

Implemented return to work interview process to reduce Absenteeism within the department. Education

Grade 12 / Std 10: Alberton High School

Diploma Call Center Management : Damelin

NQF5 Management Development: Bank Seta

Current Studies

o BBA NQF7 Business Administration: Regenysis Business School: Subjects Completed:

Economics I and II Business Management I and II Marketing Financial Management Labour Law Diversity Strategic Management General Management Personal Information

ID Number : 770**********

Nationality: South African

EE Status: White Male

Driver License : Code EB

Afrikaans / English

References

Absa Human Resources : 011*******

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