Marissa Fortuin Email & Phone Number

City Of Johannesburg, Gauteng, South Africa

Duties: Supervise daily operations and sales functions to maximise revenue, customer satisfaction and employee productivity.Conduct training and mentor team members to promote productivity and commitment towards customer service.Interview, hire, onboard, maintain staff welfare and monitor employee performance within department. Schedule shifts and perform contingency planning to ensure the smooth operation of the division. Monitor metrics and develop actionable insights to improve efficiency and performance of agents. Review daily logs (calls and service levels) in conjunction with team leaders, assist in identifying inefficiencies and implement achievable and agreed performance standards. Set performance standards and service level agreements (SLA).Review operations to assess compliance with division budgets and determine necessary amendments for future plans. Handle escalated complaints, provide appropriate solutions and alternatives within appropriate timeframes and follow up to achieve resolution.Resolve day-to-day operational challenges by applying best practices in customer service, sales and employee management.Perform audits by conducting risk assessments, executing procedures, reviewing and analysing documentation and drafting conclusions and recommendations.

Randburg, Gauteng, South Africa

Duties were identical to the tasks performed as Customer Care Manager at ETV

Randburg, Gauteng, South Africa

Duties: Prioritise daily tasks, plan resources and manage productivity of team to maximise customer satisfaction. Assist with employee recruitment, conduct training, identify development opportunities and mentor team members to promote productivity and commitment towards customer service.Resolve employee conflicts, actively listening to concerns and finding appropriate middle ground.Build client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.Manage departmental information and administration such as reports, journals, performance contracts, minutes of meetings and coaching log sheets.Perform adhoc requests from management, including but not limited to assisting with projects and conducting audits.Manage corporate targets by reviewing statistics daily, alerting warriors to areas that need attention and providing feedback to managers and employees.

City Of Johannesburg, Gauteng, South Africa

Key responsibilities included providing systems training for new consultants; managing team performance; analysing trends; compiling reports and maintaining acceptable performance levels.

City Of Johannesburg, Gauteng, South Africa

Key responsibilities included capturing and processing mobile exchange requests, managing stakeholders and resolving all queries.

City Of Johannesburg, Gauteng, South Africa

Key responsibilities included providing support to customers relating to navigational and data queries on their mobile devices.

City Of Johannesburg, Gauteng, South Africa

Key responsibilities included providing operational support for the department in terms of auditing and administrative tasks, performing as occupational health and safety specialist and managing complaints.

City Of Johannesburg, Gauteng, South Africa

Key responsibilities included managing employees, ensuring compliance with policies, procedures and operating plans, assisting with escalated customer issues and maintaining service level agreements.

City Of Johannesburg, Gauteng, South Africa

Key responsibilities included analysis of key performance agreement statistics, monitoring call centre service levels, scheduling, capacity planning and implementing or overseeing new systems training.

City Of Johannesburg, Gauteng, South Africa

Key responsibilities included team management, quality assessment calibration sessions, reporting, scheduling, capacity planning, adherence monitoring, managing escalations and identifying fraud and risk.

City Of Johannesburg, Gauteng, South Africa

Key responsibilities included handling incoming calls relating to services and offerings and placing outbound calls to welcome new customers and conduct customer satisfaction surveys.

Bachelor Of Commerce - Bcom, Industrial And Organizational Psychology

National Senior Certificate, 12

Bcom Honours, Industrial And Organizational Psychology

Honours, Industrial And Organizational Psychology