Yusuf Sayed Email & Phone Number

BSL (Begin Shift Late and Headcount)Logging tickets with IT for any and all system issues throughout the dayHourly updates for advisors regarding TCHT, ACW, HOLD, etc.Doing short call analysis on Qfinity (focusing on repeat calls) as well as side by side coaching.Taking Escalations/ Monitoring surveys on FanbaseConducting team huddles and meetingsAttending daily leadership meetingsLQA Tracker – resolving breaches.Resolving any alerts on Fanbase/ Raising SAM’s, extending SAM’s and closing SAM’s.

Create an inspiring team environment with an open communication culture.Set clear team goals.Delegate tasks and set deadlines.Oversee day-to-day operation.Monitor team performance and report on metrics.Motivate team members.BSL (Begin Shift Late and Headcount)Logging tickets with IT for any and all system issues throughout the dayHourly updates for advisors regarding TCHT, ACW, HOLD, etc.Doing short call analysis on Qfinity (focusing on repeat calls) as well as side by side coaching.Taking Escalations/ Monitoring surveys on FanbaseConducting team huddles and meetingsAttending daily leadership meetingsLQA Tracker – resolving breaches.Resolving any alerts on Fanbase/ Raising SAM’s, extending SAM’s and closing SAM’s.

Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer service excellence. To book new flights, service & amend existing flights & upgrading of existing bookings on the Amadeus system. Promote the client’s products and enhance customer experience and loyalty. Deliver accurate information on products and services to ensure consistency across the organisation and provide a reliable and trustworthy customer service. Identify and understand customer needs in order to provide a consistently high-quality service. Escalate any queries, complaints to the relevant business units to ensure they are handled and resolved in a timely manner. Increase customer retention, loyalty and build a credible reputation. Run customer related information systems to the required standard maintaining accurate and secure records. Comprehend and adhere to the company and department standards, policies and procedures.

To handle general customer queries in a manner that limits reputational damage, meets the needs of the customer and is in line with our clients strategic direction, operational policies and regulatory requirements.

Deliver quality service to all customers telephonically and also via email. Identify and resolve customer issues and escalate where required. Contribute individually and as a member of the team to ensure service levels meet agreed client and internal standards. Process and resolve customer requirements and queries within predetermined procedures and policies. Act as a mentor to support and develop less experienced colleagues. Using call centre systems competently to keep both customers’ accounts and own records accurately updated. Adhere to HR policies and procedures as set out in individual contract and employee handbook. Have the customer at the heart of everything you do. In addition to being a Customer Experience Advisor, I have also been afforded some great opportunities within Capita. I have been a Floor Walker, a Stand in Team Leader from the 15th January up until 15th April and I have also had the opportunity to be a Subject Matter Expert (SME) from the 15th of April up until now. I have also done over a hundred side by side coaching with various advisors in my unit in order to be better them in terms of their APS. Many of the advisor’s that I have coached are now hitting target with regards to their APS scores, whereby previously they were not meeting targets.

I had an opportunity to start my own venture and pursued this with the opening of a car wash and the sales of used motor vehicles. I ran the business up until April 2017 when the premises of the car wash was sold and the new owners decided not to continue with the lease. For the most of it was a great learning opportunity for me and I now realise the amount of hard work and effort that goes into pursuing your dreams. Due the state of economy and lack of funds I decided to end my venture knowing that I did what I initially set out to do. I have now decided to enter the corporate world that I am very familiar with and I am looking forward to any opportunity that may come my way.

Responsible for the sales of Asset Life Protection and GAP cover to individuals under the Unitrans and Super Group umbrella. Ensure the client is comfortable and fully aware and agrees to the cover sold. Assist client with any questions and ensure we follow industry best practice in relation to the sale of the cover. Ensure targets are met in regard to Quality Assurance and Sale targets.

Dealing with clients via correspondence i.e., Letters, faxes and e-mail. Providing Management with daily statistics. Conducting interviews. Compiling various workloads (mainly for overtime purposes) for the various teams within the Customer Service Department. Ensuring all queries are answered to the client’s satisfaction. Meeting and exceeding daily targets. Helping Team Leaders with escalated queries. Conducting Interviews. Training and coaching all new recruits within the Department. Database updates. Liaising with other Team Leaders and Management on a daily basis. Produce reports and present to Management on a regular basis. Provide support to all members of the Team. Call monitoring thus ensuring maximum productivity and professionalism including Quality Assessments with coaching.

Dealing with clients from Africa and internationally with telephonic queries. Providing frontline external customer support and dealing with irate client queries. Where necessary queries and requests to the relevant departments. Continually keeping up to date with changes within courses, ICG and within the call center industry. Maintaining a high level of professionalism, patience and client skills. Problem solving and a high level of commitment. Maintaining a positive interdepartmental relationship with the various departments within ICG.

Highest Standard

Accreditation, Regulatory Examinations – Level 1