Sofia Alves Email & Phone Number

Cape Town, WC, ZA

Cape Town, Western Cape, South Africa

Cape Town Area, South Africa

Century City

Senior Operation Manager at a large international BPO, with the following domain skills with in the Travel and Tourism Vertical:Inbound Customer ServiceInbound Upselling Outbound Customer ServiceOutbound UpsellingResponsible for:Managing and driving Operational KPI’sClient Relationship ManagementPeople ManagementHR ProcessesContract and SLA.

Century City

Responsible for a team of 180 FTE (agents and support) in the E-commerce environment dealing with orders fulfillment, complaints and account queries. 70% of volumes was voice and 30% email correspondence operating form 8am till midnight 7 days a week.Key responsibilities: Client RelationBudgetsStaff development HR processEfficiency gains Client KPI's

Bellville

Fully responsible for the department managed 12 team leaders and 210 loan processing agents. Ensured client KPI's where achieved and excidedCompliance checks in placeIncrease performanceReduce costs Customer Relations

Bellville

I was responsible for a team of 15 agents that processed personal loans.Key responsibility:Drive revenue targetsEnsure high quality standardsEnsure compliance was metStaff moral and motivationStaff coaching and development

Cape Town Area, South Africa

I was responsible for the following teams: Contact center: 25 FTEProcurement: 3 FTE Distribution centers: 60 FTE across Cape Town, Johannesburg and PretoriaCustomer Relations This was a start up company which closed down due to financial reasons

Cape Town Area, South Africa

Advance Certificate In Management, Business Administration And Management, General, Certificate

Activities and Societies: Completed the full 6 model program with Distinction General business management, topics covered: * Management.

Matric