Team Leader Operations Support
Resume:
Curriculum Vitae of
Sakina Suliman
PERSONAL DETAILS
Johannesburg,Gauteng
**********@*****.***
Sakina Suliman
Date of Birth
Gender
Female
Marital status
Married
Licence
Code 8
Nationality
South African
Home language
English
Criminal offences
None
Personal Summary
I have good communication skills, work well within a team and independently, I go the extra mile to achieve delivery within deadlines. I enjoy challenges and believe that my willingness to contribute to team development and my problem-solving skills are my greatest strengths.
Acquired Skills:
−Proficient with Microsoft Office (Word, Excel and Power Point).
−Other: CRM, OPA, Case Blocks, ICBM, Avaya, Bit-co, PBX, Evalu-X, Clarabridge
−Presentation skills
−Interpersonal skills
−Facilitating training and coaching
−Individual training
−Recruitment
−Leadership
−Mentoring
SCHOOL EDUCATION
Last school attended
Lenasia South Secondary
Standard completed
Matriculated 2005
Diploma in IT
Completed 2008
RE
Completed
Company
Harambee (NPO)
Duration
April 2018 July 2020
Position
Operations Support
Duties
Promoted to Operations Support Manager
●Engange with WFM, RTA, QA, IT and Training to ensure the smooth running of the operations
●Assist and Monitor team leader performance on their targets set for their teams (service levels, adherence to schedules, QA standards, AHT)
●Drive reward and recognition initiatives to ensure that the operations are engaged and effective
●Support the huddle sessions, stake holder engagements, desk reviews & audits, distribution & uptake of new communication
●Provide leadership support to team leaders, candidates and administrators to ensure that the operations align to the culture of servant leadership
●Review operations against process delivery and identify opportunities for improvement
●Support and lead people according to the Harambee values
●Ensure new projects are rolled out and run effectively
●Provide feedback and engage with call center manager on overall performance of the contact center, team leaders and any other ad-hoc tasks provided
Team Leader
Manage two teams of Inbound/Outbound agents
●Manage team performance
●Setting up process and procedure (Demand flow)
●Achieving targets on demands for clients
●Reviewing scripts and demand criteria
●Provide insights on behaviour
●Coach agents based on performance
●Creating performance criteria
●Calibration sessions
●Coaching sessions
●Managing KPI and performance
●Assisting with Advisor career development
References
Hayley Clements/ Head of Network Experience and Learning : 072-***-****
Eli Beta/ Training and Facilitation : 084-***-****
Company
One Plan Health Insurance
Duration
2012 to 2018
Position
Quality Team Manager
Duties
Promoted to Quality Manager
●Managing quality interdepartmentally: across sales, customer service, claims and digital platforms of the business
●Adhering to 24-hour TAT on compliance clearance for all sales calls
●Creating QA criteria in line with Compliance requirements
●Selection of candidates for QA positions
●Assisting with compliance investigations on complaints and advisor behaviour
●Investigating Advisor Fraud
●Implementing quality processes
●Creating performance criteria
●Consolidating data
●Reporting on performance and compliance adherence and compliance failures
●Trend analysis
●Coaching sessions
●Calibration sessions
●Providing feedback and creating new processes to improve quality and sales performance
●Managing QA KPI and performance
●Monitoring and Escalating compliance failures
Promoted to Team Leader
●Oversee QA team performance
●Running upskill and training on QA advisors
●Audit QA assessments and report on insights
●Compile weekly and monthly reports on QA performance and findings
●Highlight areas of improvements based on QA feedback
●Distribute workload and ensure all assessments are completed in the required time frames
Quality Assessor Call Centre
●Report back on individual agent performance
●Provide recommendations on agent performance and quality of calls
●Compile a weekly and Monthly reports on agent performance
●Conduct call investigations on client complaints
●Coach QA agents based on performance
References
Report to: Compliance Manager: Irene Willis: 083-***-****/ 010-***-****
Orion Sarju Contact center Manager 076-***-****
Company
Quality Metrix
Duration
November2009\November 2011
Position
Quality Assessor
Duties
Duties
Quality Assessor Call Centre
●Listen to voice loggers and evaluate call centre agents
●Report back on individual agent performance
●Provide recommendations and progress, on quality for weekly meetings
●Conduct monthly meetings with call centre team leaders regarding; performance of agents and quality of calls
●Compile a monthly report on; agent performance, recommendations, areas of improvement and progress
Quality Assessor Video
●Evaluating video footage according to client standard
●Provide feedback on footage
●Provide recommendation and progress on quality, for weekly meetings
●Giving feedback with regard to the progress of the project and Mystery shopper performance
●Adhering to standards set by the client as specified per project
Additional Responsibilities
●Management of the team, in absence of manager
●Managing communication with clients in absence of manager
●Dealing with client requests and queries
●Attending product briefings and status meeting
●Ensuring deadlines are met and client defined criteria has been adhered to
References
Reported to: Thabo Makobela: 071-***-**** / (011-***-****
Manager: Shana Howes: 082-***-**** / (011-***-****
Company
Ipsos (Previously known as Synovate)
Duration
July2008\October2009
Duties
Data capturing
Querying information telephonically
Editing information
Telephonic surveys
References
Reported to Tanira Ramharakh: 071-***-**** / (011-***-****
Company
Finda SA
Duration
2007
Position
Sales Representative
Duties
In store sales
Liaising with clients telephonically
References
Reported to: Sabera (011-***-****
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