Carradine Augustine Email & Phone Number

South Africa

• Managing the Contact Centre's department’s day-to-day functions. • Implementing customer support processes to enhance customer satisfaction.• Formulating and revising customer support policies and promote their implementation.• Informing the team of all new information related to products, procedures, and trends.• Assessing support statistics and preparing detailed reports on the findings.• Overseeing and evaluating the team's ongoing training efforts.• Delivering performance evaluations and following the disciplinary process according to company policy.• Managing the budget of the customer support department.• Maintain customer satisfaction by providing problems-solving resources.• Accomplish customer service human resource objectives by recruiting, selecting, training, and coaching employees.• Communicate job expectations to other employees.• Plan, monitor, appraise, and review job contributions of others.• Enforce company policies and procedures.• Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.• Prepare and complete actions plans.• Implement production, productivity, quality, and customer-service standards• Complete audits.• Identify customer service trends and determine system improvements.• Meet customer service financial objectives by forecasting requirements.• Analyze variance and initiate corrective actions.• Improve customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.• Maximize customer operational performance by providing help desk resources and technical advice.• Resolve problems and disseminate advisories and warnings.

Durban Area, South Africa

• Managing the daily running of the business, including sourcing equipment, effective resource planning and applying Call Centre strategies and operations• Doing needs assessments, performance reviews and cost/benefit analyses• Setting/meeting performance targets for speed, efficiency, sales, service and quality• Ensuring all relevant communications and data are updated and recorded• Advising clients on offerings and services available• Liaising with SOM's, OM's, team leaders, Sme's and third parties to gather information and resolve issues• Maintaining up-to-date knowledge of industry developments and involvement in networks• Monitoring random calls to improve quality, minimize errors and track operative performance• Coordinating staff recruitment, writing job adverts and liaising with HR staff• Reviewing the performance of staff, identifying training needs and planning training sessions• Recording statistics, user rates and the performance levels of the Centre• Preparing reports on these statistics, rates and performance levels• Handling the most complex customer complaints or enquiries• Organizing shift patterns and the number of staff required to meet demand• Coaching, motivating and retaining staff• Coordinating bonus, reward and incentive schemes• Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.

Umhlanga

• Lead and manage Customer Service Reps/Team Leaders/Line Managers• Ensure all SLA’s are met • Coach and mentor • Liaise with both management and clients with regards to quality to ensure healthy relationships are maintained• Analyze and report on quality trends and outcomes, training and coaching needs and outcomes• Implement quality improvement.• Ensure all business units are delivering individual targets• Communicate Effectively: Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.• Creativity/Innovation: Develop new and unique ways to improve operations of the organization and to create new opportunities.• Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problem, and make decisions that enhance organizational effectiveness.• Lead: Positively influence others to achieve results that are in the best interest of the organization.• Make Decisions: Assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization.• Organize: Set priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities.• Plan: Determine strategies to move the organization forward, set goals, create and implement actions plans, and evaluate the process and results. • Solve Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.• Start-up Outbound operations, Lead and manage projects it till completed.

Durban Area, South Africa

• Lead and managed call center Operations which included Campaign Managers, team leaders, sales advisors and QA who were consisting of experienced and top performing consultants who were groomed and mentored.• Recruitment – responsible for headcount, Retention and Attrition. -Achievement of sales and quality targets. • Ensuring a professional level of telesales interactions with members. • Campaign and Leads Management, ensuring that campaigns and leads are correctly allocated and processed in conjunction with the technical team. • Ongoing liaison and relationship building with various divisions within the organization• Business processes and operational improvement • Promote a positive and proactive approach to compliance and risk.• Ability to proactively manage change. -To work as a team player within a team environment, participating willingly and providing support and guidance to colleagues at all times.• Compliance and risk management and adherence, coach staff to improve compliant performance and behaviors.• Ability to lead, inspire and coach all team leaders. -Logical, analytical problem-solving ability. • Excellent verbal and written communication skills. Ability to work independently. • Ability to take accountability, responsibility and ownership. -Able to take initiative and exercise sound judgment and decision making. • Ability to work in a highly pressurized, target oriented environment. Ability to deal positively with change and uncertainty. • Strong sales and persuasive skills.

Durban Area, South Africa

• Assess relevant training needs for staff individuals and organisation, in consultation with departmental heads, including assessment methods and measurement systems entailed.• Stay informed as to relevant skills and qualification levels required by staff for effective performance and circulate requirements and relevant information to the organisation as appropriate.• Provide solutions to increasing revenue, retention and profit• Recruit, manage and develop direct-reporting staff.• Monitor and report on activities, costs, performance, etc, as required.• Develop self, and maintain knowledge in relevant field at all times.• Provided support and solutions to increasing revenue, retention, attendance and profit• Recommend and implement structured solutions to identified training needs.• Provide weekly reporting representing performance indicators and progress levels.• Schedule weekly meetings with relevant support functions on campaigns to reinforce areas for development on an individual and team basis.Develop, coach and lead a competent team that is serious about their profession whilst creating a fun working environment

Durban Area, South Africa

• Provide front line training to new starters within the company • Liaise with both management and clients with regards to quality to ensure healthy relationships are maintained• Implement quality improvement.• Analyze and report on quality trends and outcomes, training and coaching needs and outcomes• Develop, coach, and lead a competent coaching force that is serious about the profession while creating a fun working environment• Forecast campaign health and implement strategies to achieve desired profit margins.• Conduct campaigns status presentations to board of directors monthly.• Implement strategies to enhance business profitability during difficult times.• Develop and cultivate a vibrant atmosphere for optimum productivity

Durban Area, South Africa

• Deliver the team sales target• Deliver the required volume of effective coaching• Deliver client service level agreements and KPIs• Manage and motivate the sales and quality performance of a team of up to 15 Sales Advisors• Ensure Advisors are delivering individual sales targets• Maximise productivity• Report and distribute management information highlighting areas for improvement and those of concern• And opportunity• Recommend and implement operational process and platforms improvement• Appraise and develop staff• Work towards and implement best practice