• Ensured that contractual obligations were met through maintaining relationships.• Enhanced relationships with key service providers, vendors and customers.• Developed and mentored highly talented team members.• Implemented relationship management strategies.• Communicated policy and procedure changes and project initiative updates.• Managed client expectations and enforced adherence to delivery deadlines.• Spearheaded operational processing improvements based on trend analysis.• Defined and implemented customer service enhancements.• Served as subject matter expert on company offerings and finance.• Identified upselling and cross-selling opportunities and forwarded to sales team.• Understood and helped meet client aims and targets for successful outcomes.• Presented new ideas and areas for development and improvement.• Followed up and confirmed both employers and clients adhered to contract terms.• Primary contact on client engagements and processed timely deliverables.

• Ensured all jobs booked by customers were allocated to technicians.• Ensured that jobs were done and reported on by Technicians.• Resolved all client and billing inquiries within 4 - 16 business hours.• Ensured that all jobs done were recorded on the system, tested and routed.• Reviewed and improved processes and procedures to promote efficiency.• Improved staff performance through continuous monitoring and training updates.• Headcount Forecasting.

• Improved customer satisfaction by identifying and actioning training requirements.• Staff discipline in accordance with HR policy and procedure.• Recruited and interviewed new staff in compliance with BEE requirements.• Drove and monitored KPIs on customer satisfaction for team efficiency.• Developed, implemented and managed standard operating procedures.• Maintained 80% Service Levels per month for incoming calls.• Management of poor performance.• Drove and monitored KPIs on customer satisfaction.• Oversaw the Frontline, social media and quality assurance of staff.• Recommended employee transfers, discharge and salary adjustments.

• Conducted regular team meetings to improve team performance.• Managed and ensured the achievement of monthly targets.• Analyzed and improved current processes.• Managed incentive scheme on a monthly basis.• Worked with marketing to develop multi-channel advertising campaigns.• Interviewed, hired and mentored staff to meet customer needs.• Assisted with Annual Budgets.

• Achieved monthly team targets through direct management of consultants.• Monitored employee performance using real-time data and reports.• Organized training for new team members.• Discipline and counsel staff, in accordance with HR policies and processes.• Improved productivity after reviewing and modifying operations and workflows.

• Supervised work of office, administrative and customer-facing employees.• Accountable for the quality and efficiency of the team's achievements.• Reviewed stock and maintained basic inventory levels.• Devised metrics for measuring staff, customer service and business outcomes.• Coordinate day-to-day activities and departmental objectives.• Identified and developed new business opportunities.• Suggested and implemented recommendations for customer issues.

• Arranged access to company systems.• P.O.S. advance, override and generate reports.• Managed irate clients, made judgment calls and dealt with all queries.• Organized schedules and daily assignments for the team.• Managed and mentored staff members. • Trained new staff members.