Specialist consulting firm partnered with multiple working capital providers giving SMEs instant access to a range of funding solutions with just one paperless application and no capital raising fees.

Responsible for addressing all service and consumable-related queries in the Office Automation sector, as well as handling Telecommunications queries through various contact centre channels. Service the National dealer and sales partner network and oversee the servicing of some of our bordering countries. Manage workflows through calls, emails, and automated alerts received through the systems. Resolve intricate and complex queries that could impact the brand and reputation.

Develop, implement, manage and oversee Customer Service strategy,, objectives, SLAs and initiativesto provide excellent Customer Service. This includes performance dashboards and business healthperformance indicatorsTo oversee daily operations and personnel, aiming for maximum efficiency and cost-effectiveness andworking with dissatisfied customers to overcome complex issuesTo collaborate cross-functionally with the technology, marketing and operations teams topermanently resolve customer issues using insights from the contact centreTo effectively coach and lead the team in achieving the agreed goals by developing each teammember's necessary skills to achieve the required results

Responsible for leading and managing an in-house sales team by maximising revenue opportunitiesand exceeding sales targets by contributing to business growth.Implemented, managed and oversee the sales contact centre strategy, objectives and performanceindicators.Worked closely with the field sales team to improve the order process and dispatch of deliveries.Additionally, to support customers and drivers with issues in the field with regard to orders toensure successful deliveriesMaximum operational efficiency and cost-effectiveness by overseeing daily operations andpersonnel to overcome customer issues through coaching and developing each team member'sskills to achieve the required results

Aligned the Customer Service strategy to best practice including objectives, SLAs and initiatives to provide excellent Customer ServiceDeveloped, implement, manage and oversee performance indicators and business performance dashboardsTo oversee daily inbound customer complaint handing and team members, to ensure maximum efficiency and cost-effectivenessTo collaborate cross-functionally with the operations teams to timeous pick-up and delivery of packages and customs clearance of parcelsEnsure Customer Service strategies and objectives are aligned to the local and global business objectivesIn this role I was the lead for the integration of the two clearance teams for FedEx and TNT and I was also a member of the transition network, which facilitated numerous workshops with other business units to aid in the people side of change in the organisations. This included unionconsolation sessions.

Accountable for leading and managing the sales and customer service teams by maximising customer retention opportunities, exceeding sales targets and ensuring customer satisfaction by contributing to business growthImplemented, managed and oversee the sales and customer service contact centre strategy, objectives and performance indicatorsWorked closely with the marketing team to reduce customer churnWorked cross-functionally with the technology team enhancing efficiency of the business unitMaximum operational efficiency and cost-effectiveness by overseeing daily operations and personnel to overcome customer issues through coaching and developing each team member's skills to achieve the required results

Responsible for leading and managing an in-house sales team by maximising revenue opportunities and exceeding sales targets by contributing to business growth.Implemented, managed and oversee the sales contact centre strategy, objectives and performance indicators.Conduct campaign performance reviews with clients quarterlyMaximum operational efficiency and cost-effectiveness by overseeing daily operations and personnel to overcome customer issues through coaching and developing each team member's skills to achieve the required results

Responsible for leading and managing a team of Team Leaders, and Supervisors within the Company's Business Process Outsourcing space, maximising revenue opportunities by meeting and exceeding the commercial objectives to contribute to business growth.Maximum operational effectiveness and cost-efficiency by daily operations and team management through performance and adherence management, coaching and developingEnsured effective resource planning (capacity requirements and scheduling) to maximise the productivity of resources (people, technology etc.)Continuously focused on improving SLAs and CSAT (customer satisfaction)

Responsible for leading and managing the VIP and customer service teams by ensuring top of class customer service delivery to our clients in a multi-channel contact centre

Responsible for managing a team of customer service professionals on a shift basis to ensure customer queries are resolved and dealt with in a timeous manner in a multi-channel contact centre