Simon Seroke Email & Phone Number

Parktown

Reporting• Compile daily, weekly and monthly report• Analyze and resolution of all exception reports• Conducts forums and report back on trends• Drawing statistics and tracking leads received and conversion• Identify efficiencies and recommend changes, drive implementations and monitor success• Conduct surveys• In managers absence provide team leadership (Managing performance)• Monitor leads queueLeads Management• Extract leads from the system and distribute to the team• Ensuring leads are contacted and correct action reasons applied• Implementation of Leads generation campaigns• Review and improve processes• Documenting of processes according to campaigns• Monitor and evaluate the effectiveness of processes using data• Provide training and guidance to internal staff and new recruits• Be available to assist with queries and escalations• Collaborate with cross functional teams including Sales, Marketing, Customer Support, IT and retentionsCampaigns• Implementation of leads generations campaigns • Documentation of processes according to campaings• Ensuring that leads received from campaigns are dealt with effectively and efficiently. • Reporting back on campaigns

Parktown

• Assign and track internet leads • Management of internet leads from acquisition to conversion• Analyze the leads report daily to identify: o Missed leads o Follow upso Correct procedures and disposition used to close the lead.• Liaise with Business Processes in regards to problems and issues that needs to be handled. • Come up with ideas to improve productivity• Collaborate with various stakeholders in resolving queries/ escalations • Monitor flow of leads into the business through (MRD Leads cabinet, Leads boxes)• Receive queries/ requests via member services inbox and address according to request/ query.

Houghton

• Support a team of 3 team leaders, 26 Sales Consultants and 55 branches nation wide• Handle both internal and external Complaints like: Reporting: o Number of complaints o Non conformance o Daily Production reports o Monthly Production reports o Monthly top performers report• Ensure that records are maintained at all times • Analyse stats on a daily basis to identify problems/ challenges and address them with relevant departments • Monitor flow of leads from the field team to the call centre • Ensure that leads are handled efficiently by doing evaluations • Documentation of processes • Always be on the floor to provide support to the team leaders • General Administrative Support duties:o Record keeping and Filing o Minute taking in meetings o Assist with planning field activations:  Booking of locations  Liaise with printers in regards to supporting materials o Facilitate airtime distribution to the agents and keeping records.

Krugersdorp Area, South Africa

Staff Management: • Manage a team of 8 customer relations agents • Ensuring all SLAs are met • Smooth day to day running of the department • Proper record keeping of all non-conformances • Ensure pro-active handling of complaints• Quality check on complaints • Coaching • Monitor the non-compliance register• Create and Maintain files on each agent • Conduct monthly performance reviews • Monitor attendance and productivity• Staff movement to be completed and sent to the manager on the 16th of every month• Ensure that shift roster is updated at all time and ensure that all agents have access to view the roster• Quality check on reports compiled by officers before sent to clients MIS/ Reporting: • Compile monthly complaint stats• Compile CEBS ratings report • Compile production report General: • Verify manual and system default cases – Daily• Communicate important information to all staff with the assistance of the MIS department.• Conduct basic statistical analysis to track performance variances• Always be visible on the floor to assist with questions • Manage queue and track inbound calls on queue matrix • Evaluation of agents by completing a check list, listening to calls and sit one on one • Present a plan of action on the follow week • Involve in the recruitment of new agents • Ensure that all policies and procedures are deployed throughout the call centreComplaints Handling: • Handling of Escalated complaints from both our Corporate Clients and their insured’s• Investigate through liaising with different steak holders • Compile report of findings on the standard report template and submit to both the corporate client and Call Centre Manager• Build and maintain relationship with corporate clients • Identify problematic cases and compile report to corporate clients making them aware of the situation.

Fourways

1. Ensure all complaints are resolved within the communicated turn-around-time, 2. Ensure that customers are kept informed throughout the complaint 3. Follow policies and procedures at all times4. Take responsibility for investigation, resolution and reporting of all customer related complaints and compliments’ trends and lessons learnt to the resolutions manager.5. Provide feedback on pending complaints 6. Escalate all unresolved and out of turn-around-time complaints to the resolutions supervisor. 7. Pro-actively develop good relations within the different departments.

Fourways

• Handle inbound calls • Register claims on the CRM • Allocate service providers to assist clients with their claims • Follow up on existing claims • Get service ratings from clients before closing the case

Training And Education Office (12 Months Learnership)

• Brainstorm yearly ideas in line with environmental calendar• Perform needs analysis on environmental needs • Propose budget to the Environmental Services Executive director • Develop training materials or information materials for awareness depending on the environmental issue dealing with. • Liaise with ward councilors for training locations• Invitation of specialist and experts to present at training sessions • Arrange logistics (Transport, meals and equipment’s)• Liaise with Finance department to ensure that payments are done. • Plan and organize cleaning campaign and environmental awareness • Present or educate the communities with various environmental issues.• Compile progress reports on programs and present them to management• Compile reports on outreach programs and report back to management • General Administration dutieso Filing, o Copying, Minute taking in meetings, Updating landfill site records or customer database, o Report writing and taking massages)• Handling general queries and log them onto our system • Answering and transferring calls to the relevant department depending on their query • Manage all correspondence or documents and address them in line with service level agreement with relevant departments• Liaise with clients and councillors verbally and telephonically by addressing or directing queries to the relevant department • Ensure accurate filing of documents

Masterclass In Customer Centricity.

• Fundamentals of Customer Centricity • Customer Centricity Beyond Rhetoric

National Diploma, Business, Management, Marketing, And Related Support Services

• Business Communication • Business Management • End User Computing • Marketing • Entrepreneurship • Customer Relations Management •.

Cert: Excel 2010, Customer Care & Business Writting, Customer Service Support/Call Center/Teleservice Operation

Short course: Effective Business Writing Short Course: Customer Care Short Course: Excel

Environmental Education, Training And Development Practice, Environmental Education

Activities and Societies: Environmental Awareness and Education• Local and Global Environmental Issues • Environmental Justice •.

Cert: Call Centre Operations, Customer Service Support/Call Center/Teleservice Operation

• Call Centre Skills • Communication Theory • Telephone Techniques • Basic Marketing • Customer Care • Basic Computer skills • Emails.