Adrian Mentor Email & Phone Number

Westlake Cape Town

Client Relationship Management: Building and maintaining strong relationships with clients to ensure ongoing business and customer satisfaction.Sales and Business Development: Identifying new business opportunities, pitching ideas, and upselling or cross-selling products and services to existing clients.Project Management: Overseeing the end-to-end process of delivering services to clients, ensuring that deadlines and quality expectations are met.Client Briefing and Reporting:… Show more Client Relationship Management: Building and maintaining strong relationships with clients to ensure ongoing business and customer satisfaction.Sales and Business Development: Identifying new business opportunities, pitching ideas, and upselling or cross-selling products and services to existing clients.Project Management: Overseeing the end-to-end process of delivering services to clients, ensuring that deadlines and quality expectations are met.Client Briefing and Reporting: Understanding client requirements and briefing internal teams. Also responsible for keeping clients informed about the status of their campaigns or projects.Performance Monitoring: Keeping track of the performance of ongoing projects, ensuring they meet client objectives, and suggesting improvements where necessary.Data Analysis: Tracking campaign performance, analyzing metrics (e.g., ROI, engagement, conversion rates), and making adjustments as necessary to optimize resultsBudget Management: Monitoring and managing the campaign budget, ensuring that all activities are cost-effective and deliver value for the clientTeam Coordination: Collaborating with creative, content, and technical teams to ensure smooth execution of campaigns. You may also coordinate with external vendors or media partners.Crisis Management: Quickly addressing and mitigating any issues that arise during a campaign, such as negative feedback or technical difficulties. Show less

14 Stibitz Street, Westlake

Manage a team of back-office administrators who all have specialized tasks and responsibilities.Handling high-level escalated customer queriesAgent Motivation and Coaching development of team Performance Management of various metricsEnsuring that all relevant business and client communications are communicatedEnsuring all staff are trained on new products and services Client and business partner meetings weekly Manage all technical issues/enquiries for the Customer… Show more Manage a team of back-office administrators who all have specialized tasks and responsibilities.Handling high-level escalated customer queriesAgent Motivation and Coaching development of team Performance Management of various metricsEnsuring that all relevant business and client communications are communicatedEnsuring all staff are trained on new products and services Client and business partner meetings weekly Manage all technical issues/enquiries for the Customer Service departmentMonthly Quality reviews with external Partner & ClientReporting on key KPA’s to relevant stakeholders within the business.Monthly performance reviews Detractor/NPS management and reporting insights directly to Client to improve processes and customer journey's.NPS Insights Meetings with clients and relevant stakeholdersSocial Media Management - Ensuring customer queries/complaints are attended to in a timely manner and resolved.Complaints reporting and management - providing essential data and feedback to stakeholdersProject management experience - exposure to new product launches and providing feedback during warranty period.Process management flows using lean six sigma - revising current process and streamlining it to provide customer and employees with a better journey.Create and facilitate training collateral - new products or change management is trained and facilitated to ensure team is equipped to deal with queries. Show less

Maitland, Cape Town

Managed customer service for a UK Utilities company. Manage a team of 10 to 15 agents Handling high level escalated customer queries Ensuring staff is compliant with policies OFGEM UK Regulators Performance Management of various metrics (Handle Time, Quality, In Chair Occupancy, Attendance) Agent Motivation Coaching and development of team Performance Management up to and including initiating in Disciplinary Hearings Real Time Management – by walking the floor and… Show more Managed customer service for a UK Utilities company. Manage a team of 10 to 15 agents Handling high level escalated customer queries Ensuring staff is compliant with policies OFGEM UK Regulators Performance Management of various metrics (Handle Time, Quality, In Chair Occupancy, Attendance) Agent Motivation Coaching and development of team Performance Management up to and including initiating in Disciplinary Hearings Real Time Management – by walking the floor and monitoring Call Management Systems Payroll Administration and queries Ensuring regular feedback are given to consultants. Ensuring that all relevant business and client communications are communicated to the team. Manage all technical issues/enquiries for Customer Service department. Show less

Cape Town Area, South Africa

Managing front office customer experience for a High End retailer in Pilot PhaseManage a team of agentsPerformance Management of various metrics (AHT, Quality, Productivity, Attendance)Daily & Weekly Performance Client calls Coaching and Development of teamCreating an environment that is fun is motivating to work inWeekly reviews on projectPayroll Administration and queriesEnsuring regular feedback is given to agents.Ensuring that all relevant business and… Show more Managing front office customer experience for a High End retailer in Pilot PhaseManage a team of agentsPerformance Management of various metrics (AHT, Quality, Productivity, Attendance)Daily & Weekly Performance Client calls Coaching and Development of teamCreating an environment that is fun is motivating to work inWeekly reviews on projectPayroll Administration and queriesEnsuring regular feedback is given to agents.Ensuring that all relevant business and client communications are communicated to the team.Currently POC(Point of Contact) to the Transitions Director and Project Manager Show less

Maitland South Africa

Managed customer service for a UK Mobile Telecommunications company.Manage a team of 15 agentsHandling high-level escalated customer queriesPerformance Management of various metrics (Handle Time, Quality, In Chair Occupancy, Attendance)Agent MotivationCoaching and development of teamPerformance Management up to and including initiating Disciplinary HearingsReal-Time Management – by walking the floor and monitoring Call Management SystemsPayroll Administration… Show more Managed customer service for a UK Mobile Telecommunications company.Manage a team of 15 agentsHandling high-level escalated customer queriesPerformance Management of various metrics (Handle Time, Quality, In Chair Occupancy, Attendance)Agent MotivationCoaching and development of teamPerformance Management up to and including initiating Disciplinary HearingsReal-Time Management – by walking the floor and monitoring Call Management SystemsPayroll Administration and queriesEnsuring regular feedback is given to consultants.Ensuring that all relevant business and client communications are communicated to the team.Manage all technical issues/enquiries for Customer Service department.Perform quarterly Appraisals on staff Show less

Claremont South Africa

Manage customer service for a low-cost UK/ European AirlineManage a team of 15 agentsHandling high-level escalated customer queriesPerformance Management of various metrics (Handle Time, Quality, In Chair Occupancy, Attendance)Agent MotivationCoaching and development of teamPerformance Management up to and including initiating in Disciplinary HearingsReal-Time Management – by walking the floor and monitoring Call Management SystemsPayroll Administration and… Show more Manage customer service for a low-cost UK/ European AirlineManage a team of 15 agentsHandling high-level escalated customer queriesPerformance Management of various metrics (Handle Time, Quality, In Chair Occupancy, Attendance)Agent MotivationCoaching and development of teamPerformance Management up to and including initiating in Disciplinary HearingsReal-Time Management – by walking the floor and monitoring Call Management SystemsPayroll Administration and queriesEnsuring regular feedback are given to consultants.Ensuring that all relevant business and client communications are communicated to the team.Manage all technical issues/enquiries for the Customer Service department.Perform quarterly Appraisals on staff Show less

Tokai

Manage a team of 18 agentsHandling escalated customer queriesPerformance Management of various metrics (Handle Time, Quality, In Chair Occupancy, Attendance)Agent MotivationCoaching and development of teamPerformance Management up to and including initiating in Disciplinary HearingsA weekly review meeting with Executive’s about department performance.Real-Time Management – by walking the floor and monitoring Call Management SystemsPayroll Administration and… Show more Manage a team of 18 agentsHandling escalated customer queriesPerformance Management of various metrics (Handle Time, Quality, In Chair Occupancy, Attendance)Agent MotivationCoaching and development of teamPerformance Management up to and including initiating in Disciplinary HearingsA weekly review meeting with Executive’s about department performance.Real-Time Management – by walking the floor and monitoring Call Management SystemsPayroll Administration and queriesEnsuring regular feedback is given to consultants.Ensuring that all relevant business communications are communicated to the team.Manage all technical issues/enquiries for the Customer Service department.Perform quarterly Appraisals on staffConduct Monthly reviews with the Executive team on Departments' focuses and progress. Show less

Cape Town Area, South Africa

Seeing the customer was always satisfied and managed their accounts.So providing excellent customer service and making sure that they don’t experience problems in the future.Assisting our user's with any technical queries with their websites, hosting packages or domains.Providing great support with assisting users with building their websites may it be for a small business or university project. We always make the customer feel like they are the most important customer to… Show more Seeing the customer was always satisfied and managed their accounts.So providing excellent customer service and making sure that they don’t experience problems in the future.Assisting our user's with any technical queries with their websites, hosting packages or domains.Providing great support with assisting users with building their websites may it be for a small business or university project. We always make the customer feel like they are the most important customer to us. Dealing with HTML, SEO, Payment Inquiries, and basic account information. Show less

Cape Town Area, South Africa

Managed a team of 15 - 19 agentsHandling escalated customer queriesPerformance Management of various metrics (Handle Time, Quality, In Chair Occupancy, Attendance)Agent MotivationCoaching and development of teamPerformance Management up to and including initiating in Disciplinary HearingsCCMA representationReal Time Management – by walking the floor and monitoring Call Management SystemsQuality Evaluations (1 per agent per week)Attendance of Client Meetings… Show more Managed a team of 15 - 19 agentsHandling escalated customer queriesPerformance Management of various metrics (Handle Time, Quality, In Chair Occupancy, Attendance)Agent MotivationCoaching and development of teamPerformance Management up to and including initiating in Disciplinary HearingsCCMA representationReal Time Management – by walking the floor and monitoring Call Management SystemsQuality Evaluations (1 per agent per week)Attendance of Client Meetings (Outsourcer)Payroll Administration and queriesMentoring of new Team Leaders – action plans etc Show less

Higher National Diploma, Business Management, Diploma

Managing the coordination and organization of business activities.

Certificate, Project Management

Certification, Project Management, Certification

Project management is the application of processes, methods, skills, knowledge, and experience to achieve specific objectives.

Certificate, Customer Service Management, Certification

Obtained a Certificate in a short course for Customer Service Management while working at SafariNow

Matric, 12

Activities and Societies: SRC Treasurer on the Student Committee In my schooling years, I was always willing to participate in any extra.

Diploma In Business Management, Business Administration And Management, General