- Established a self-reliant operating rhythm for a nascent contact centre by implementing comprehensive Standard Operating Procedures (SOPs) from the ground up. This facilitated efficient service delivery from day one and fostered a structured framework for seamless onshore and offshore collaboration.- Transformed client relationships by exceeding expectations with exceptional service and strategic account management. This resulted in a remarkable 100%+ increase in client commitment and… Show more - Established a self-reliant operating rhythm for a nascent contact centre by implementing comprehensive Standard Operating Procedures (SOPs) from the ground up. This facilitated efficient service delivery from day one and fostered a structured framework for seamless onshore and offshore collaboration.- Transformed client relationships by exceeding expectations with exceptional service and strategic account management. This resulted in a remarkable 100%+ increase in client commitment and the successful negotiation of a long-term contract, solidifying a valuable partnership for the business.- Achieved the prestigious Gold Award at the 2023 European Customer Service & Contact Centre Awards, the only non-European contact centre recognised in this category, showcasing our commitment to world-class customer service. Show less

Led a high-performing face-to-face sales team specialising in long-term insurance products (life and investments) in the Johannesburg area.Developed and secured long-term sales partnerships with multiple business sites across Johannesburg for my team, ensuring a consistent pipeline of qualified leads and maximising their potential for success in the long-term insurance market.

Oversaw the successful execution of 13 complex customer service campaigns simultaneously, ensuring seamless operation and meeting client expectations across a diverse portfolio across all geographies in a 247 environment.Architected a transformative 'customer service clinic' model, propelling a client's Quality Assurance (QA) scores to a consistently impressive 98% monthly compliance. This demonstrably enhanced performance not only boosted client satisfaction but also opened doors for… Show more Oversaw the successful execution of 13 complex customer service campaigns simultaneously, ensuring seamless operation and meeting client expectations across a diverse portfolio across all geographies in a 247 environment.Architected a transformative 'customer service clinic' model, propelling a client's Quality Assurance (QA) scores to a consistently impressive 98% monthly compliance. This demonstrably enhanced performance not only boosted client satisfaction but also opened doors for increased billable hours and a positive impact on their bottom line. As a testament to the model's success, one client base grew from a team of 30 agents to a robust 75 within the first year. Show less

Established a new BPO department within the company, laying the groundwork for a successful outsourced service offering.Designed and implemented a comprehensive operating rhythm for the newly established BPO department, ensuring efficient workflow and maximized productivity.Despite an unfortunate retrenchment due to COVID-19, I successfully increased total collection value by over $141,000 monthly during my tenure.

Start up company which secured a franchise restaurant in Eastgate Shopping Centre through finance with SEFA. I was instrumental in business plan development, training of staff and store management once the store opened in May 2017.

Selling experience in the South African insurance industry I trained with Sanlam to be a Financial advisor. The role involved sourcing leads, travel, personalised financial analysis and recommendations, strong sales skills and travel. I was linked to Mpumelelo Financial services as their broker.

Successfully drove a consistent 40% conversion rate in sales, exceeding monthly targets, by leading a high-performing team of 50 sales representatives and 5 team managers.Fast paced insurance company based in Australia with SA call centre for extended hours. I was a sales advisor come team manager and group sales manager (acting) in my last 6 months with them. The rule required attention to detail, strong numerics, analysis, planning and human resource skills.

A start up property investment company. My role was to find and introduce international investors for the company.

Reporting to head of graphic designer, events planner, marketing manager and HOD. Made SAP payments to suppliers, received and distributed orders and facilitated rebranding campaign globally.