April 2017 a Team Leader position became available in our Business Lifecycle Team. I applied for the position as an opportunity to grow and develop my leadership skills and as of now I currently hold this position within Probe. At present I take care of and lead 30 call center Customer Service & Sales Advisors. During my time I have changed training processes and increased cross training which has led to an increase of individual sales numbers by 85%. New business acquisitions have also… Show more April 2017 a Team Leader position became available in our Business Lifecycle Team. I applied for the position as an opportunity to grow and develop my leadership skills and as of now I currently hold this position within Probe. At present I take care of and lead 30 call center Customer Service & Sales Advisors. During my time I have changed training processes and increased cross training which has led to an increase of individual sales numbers by 85%. New business acquisitions have also increased by 150% during my tenure. I have managed our agent performance to ensure client KPI’s are met on time with precision and accuracy, quality assurance scores have also increased from 64% to 82%. I have a great deal of knowledge in building relationships with subordinates, peers and management, during times of stringent timelines/crisis I believe relationships alone ensure tasks are completed by encouraging an open environment within our team. I have a keen eye for talent which has led to reduced employee churn and attrition. I have learned a lot during my time as team leader and am looking for a position to further grow and develop my skills as a leader. I have also been shadowing our current CCM in hopes of eventually taking the next step in my career. The following are a list of roles, responsibilities and achievements during my time as a team leader with Probe;• Create an inspiring team environment with an open communication culture which encourages team bonding and increases sales,• Overseeing the teams increased Net Promoter Score (NPS) from 56% to 75%, • Enforced alternative training processes by encouraging more cross training for agents in multiple products and software platforms,• Improved customer service relations with Vodafone Business Clients implementing new campaigns and increasing leads,• FTE increase from 20 to 30 • Listening to team members’ feedback and resolving any issues or conflicts in a timely professional manner, Show less

During my time as 2IC, I was approached by the Vodafone Business Contact Center Manager (CCM) and offered the opportunity to transfer to our Business Development Team (B.O.S.S). The sole focus of this team is to create fixed line and broadband & mobile business acquisitions via business to business cold calling. As I was highly sales driven I relished the opportunity to refine & develop my sales skills in a cold calling environment. As a business development manager you are required to build… Show more During my time as 2IC, I was approached by the Vodafone Business Contact Center Manager (CCM) and offered the opportunity to transfer to our Business Development Team (B.O.S.S). The sole focus of this team is to create fixed line and broadband & mobile business acquisitions via business to business cold calling. As I was highly sales driven I relished the opportunity to refine & develop my sales skills in a cold calling environment. As a business development manager you are required to build rapport and credibility, whilst identifying customer needs through empathy, active listening and being able to use open & closed questions. Objection handling skills are also paramount in a cold calling environment. It is also important to build and maintain relationships with clients to maintain business, maximize sales and generate new business through referrals. From the inception of my tenure with our B.O.S.S team I was able to retain my 2IC position, this enabled me to coach my fellow colleagues and develop their sales pitch, proposals and objection handling skills. My achievements during this time include top sales agent for 5 consecutive months and top fixed line and broadband acquisitions agent for 6 months. Show less

In 2014 I had a desire to expand and develop my career pathway and applied for the Vodafone Business Relationship Managers role within Probe (formally Salmat). As a successful applicant my role was to conduct business reviews to ensure clients were satisfied with their products and services. I also had to build strong relationships with clients and retain their business through excellent customer service. This was achieved by gaining an in depth understanding of client needs and how Vodafone… Show more In 2014 I had a desire to expand and develop my career pathway and applied for the Vodafone Business Relationship Managers role within Probe (formally Salmat). As a successful applicant my role was to conduct business reviews to ensure clients were satisfied with their products and services. I also had to build strong relationships with clients and retain their business through excellent customer service. This was achieved by gaining an in depth understanding of client needs and how Vodafone could assist them meeting their long term business goals. I habitually tailored my approach to various business directors and influence to help achieve results. My role also consisted of liaising with internal departments to ensure client needs were fulfilled effectively. After sometime as an agent I was offered the position of 2IC which allowed me to develop my leadership skills, during this time I was able to lead a team of 10+ outbound agents. I was also able to coach and train new and existing agents on new and current products, as well as the operational and system functionalities. Daily call collaborations were also undertaken to ensure calls were compliant. During my time as both agent and 2IC I also undertook the following; • Telesales: Dealing with business directors setting up their telecommunication services at their business premise, • Upselling/ cross selling to ensure increased revenue for the client and also maximizing business potential for our customers,• Managing a range of campaigns within business lifecycle (Fixed Line, Broadband and Mobile Resigns, BNPS, Welcomes and Health Checks campaign),• Liaising the clients and reporting market trends, • Daily interactions with CCM/ Account Directors and Operations Managers to discuss and report team progress against client set KPI’s,• Inbound Customer Care. Show less

During my time with the Waitakere Licencing Trust I was responsible for training new staff members, ensuring they were aware of KPI’s and always encouraging staff to exceed KPI targets. I was also responsible for store openings and closings as well as store presentation. I oversaw staff safety & security which is paramount in this industry. Bookkeeping, budgeting and maintaining excellent customer service levels were also imperative parts of my role.

As bar manager my role was to manage the business aspects of the bar, coordinating, liaising and manage beverage and food services. Ensuring liquor licenses were kept current, negotiating supplier contracts as well as recording and stocktaking. During my time I also ensured exceptional customer service standards were maintained which upheld the reputation of the bar. I was also responsible for the following; • Hiring staff and conducting bar training sessions,• Establishing bar… Show more As bar manager my role was to manage the business aspects of the bar, coordinating, liaising and manage beverage and food services. Ensuring liquor licenses were kept current, negotiating supplier contracts as well as recording and stocktaking. During my time I also ensured exceptional customer service standards were maintained which upheld the reputation of the bar. I was also responsible for the following; • Hiring staff and conducting bar training sessions,• Establishing bar guidelines, managing and coordinating with staff and maximizing productivity,• Ensuring the bar environment was safe as required by Work Safe Show less

• Achieve and Exceed Key Performance Indicators• Compliance – Quality Assurance• Customer Service• Actively participating in career development and performance management processes• Calls to Quote Ratio• Provisioning Contracts• Repairing/Analysing handsets• Organizing Business Contracts• Banking