Albert Hammond
Cape Town
Summary
Results-driven Back Office Manager with expertise in team leadership and performance enhancement. Trains and mentors staff to maximise team performance and achieve service quality targets. Cultivates strong working relationships to foster collaboration and resolve challenges effectively.
Overview
2
2
Languages
1
1
Certification
14
14
years of professional experience
Work History
Back Office Manager
Medscheme
Cape Town
01.2009 - 04.2023
- Achieved service time and quality targets.
- Maximised customer engagement and satisfaction by delivering excellent customer service.
- Engaged with customers to better understand needs and deliver excellent service.
- Identified issues, analysed information and provided solutions to problems.
- Managed complaints with calm, clear communication and problem-solving.
- Addressed customer concerns by actively listening and providing solutions. and escalated major issues
- Collaborated with team members to achieve target results.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Trained and mentored employees to maximise team performance.
- Ensured that team members were upskilled where they lacked experience
- Adhered to schedule by effectively managing time and resources. using excellent planning and coordination skills.
- Maintained clean, safe working environments to eliminate accident risks.
- Promoted safe working environment by implementing regulatory standards, policies and guidelines.
- Built and maintained courteous and effective working relationships.
- Developed excellent working knowledge of industry trends and improvements in processes.
Education
Certificate of Higher Education -
John Ramsey Senior Secondary School
Bishop Lavis01-1988
Skills
- Regulatory compliance
- Quality assurance
- Process improvement
- Operational efficiency
- Data analysis
- Customer service
- Complaint handling
- Problem solving
- Conflict resolution
- Performance evaluation
- Staff training
- Team leadership and motivation
- Leadership
- Relationship management
- Analytical and critical thinking
- Strategic planning
- Active listening
Languages
Afrikaans
First Language
English
Proficient
C2
Certification
- Level [Number] [Area of certification]
Hobbies and interests
- Love animals and have 2 dogs and I keep fish as well.
Timeline
Back Office Manager
Medscheme
01.2009 - 04.2023
Certificate of Higher Education -
John Ramsey Senior Secondary School