Angelo McMahon
Overberg
Summary
Personable and dedicated Specialist with extensive experience . Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships,growing businesses,and reaching goals.
Overview
29
29
years of professional experience
Work History
Regional Cluster Specialist
VODACOM/VODAFONE SA
Cape Town
04.2004 - Current
- Manage staff, sales and marketing in different channels
- Mentoring other divisional staff, leaderships, Field agents and managers
- Events and promotions planning and setup
- Training staff on internal applications
- Assisting with stock issues, credit account issues of dealers and franchises
- Counseling of staff
- Monitor, assist and advise clients with operating requirements within their franchise stores and dealerships
- Coaching and New product training to Owners, Managers and staff
- Co-ordinate outsourced training
- Setting targets and incentives for sales
- Managing red flag issues within the trade
- Managing property and maintenance within the stores
- Increasing regional distribution
- Monthly reporting on revenue and turn over to Regional and Executive Managers
- Dealing with difficult and irate clients
- Maintaining the brand value
- Continuously striving to improve service levels
- Advising stores on marketing strategies
- Assisting in recruitment and interviewing staff for stores
- Providing a support system to all stores
- Streaming processes and networks from store managers up to National Sales Management
- Brand management and campaigns
- Managing Store conversions and revamp projects
- Regional and area geographical analyzing of all company elements
- Selling instore and assisting in Corporate sales(daily)
- Store audits and staff audits.
Customer Service Executive
VODACOM/VODAFONE SA
10.2002 - 04.2004
- Client Liaison via telephone and face to face
- Providing accurate billing information to clients
- Providing network handset information
- Assisting with upgrade and migration queries
- General advice and information
- Simcard sales and value added service selling
- Handling of account payments
- Resolving of billing and service queries
- Liaising with dealers(franchise owners)
- General administrative work
- Maintaining and managing customer service levels, experience and expectations.
General Manager
OPEN ARMS PUB AND GRILL
09.1998 - 12.2000
- Staff training
- Stock control
- General bar duties
- Daily Banking
- Purchasing of stock from suppliers
- Client Liaisons
- Casual wages
- General maintenance
- General Administrative duties
- Managing of petty cash
- Daily cash-up and sign off duties.
Customer Care Call Centre
VODACOM/VODAFONE SA
01.2001 - 10.2002
- Answer calls and respond to customer requests/queries
- Sell product and place customer orders on in-house online system
- Provide customers with product and service information
- Upsell all the company products and services
- Identify, research, and resolve customer issues using the online application
- Follow-up on customer inquiries not immediately resolved
- Complete call logs and reports
- Research billing issues and resolve
- Research misapplied payments
- Recognize, document and alert the supervisor of trends in customer calls/escalate to support teams
- Recommend process improvements
- Other duties as assigned, coaching of staff where needed and requested to perform
- General enquires
- Network issue resolution and logging.
Cocktail Barman/Assistant Manager
GRAND ROCHE HOTEL (5 STAR)
06.1997 - 06.1998
- Cocktail bar – Head barman
- Sales
- Client Liaisons – International client base
- Supervising junior staff
- Stock take and stock control.
Bartender and Manager
ANFIELD ARMS
02.1996 - 06.1997
- Daily banking and cash float management
- Stock control and general bar duties
- Training of new staff
- Stock take and stock control
- Managing cash register
- Assistant bar manager.
Sales Consultant
COMPUTICKET
01.1996 - 03.1997
- General Administrative duties
- Telephonic queries
- General cash and credit card sales
- Credit dispute
- Customer liaison and sales.
Debt Collection Department
FOURIE AND ASSOCIATES
01.1995 - 01.1996
- Debt collecting
- Banking and general administrative duties.
Education
Matriculated -
De Ruyter High School/Goodwood West College
Project Management Certificate -
Cape Peninsula University of Technology
Entrepreneurship certificate -
Damelin
Skills
- Word
- Excel
- Access
- PowerPoint
- Internet and Email
- Siebel
- Complaint Handling
- Client Retention Strategies
- Service Recommendations
- Customer Service
- Computer Skills
- Documentation and Reporting
- Technical Support
- Customer Retention
- CRM Software
- Quality Control
- Customer Consulting
- Client Rapport
- Tech-Savvy
- Strong Work Ethic
- Sales Expertise
- Team Collaboration
- Complaint Resolution
- Customer Relationship Management
- Account Management
- Multitasking and Organization
- Process Improvements
- Conflict Resolution
- Excellent Communication
- Listening Skills
- Call Center Operations
- Reporting and Documentation
- Product Training
- Attention to Detail
- Performance Goals
- Handling Customer Complaints
- Progress Reporting
- Service Level Agreements
Own Transport
Yes
Health
Excellent
Driving License
Code 08
Professional Development
- Regional Visual displays
- Human resources and Staff training
- Area Management
- Sales and Operations
- Marketing and Branding
- IT Skills
Personal Information
Gender: Male
References
Simcard
- Nick Sophos, Vodacom Line Manager (Regional), 082 789 2011
- Kirsten McGuigan, Senior CLO (Vodacom), 082 994 3446
- Gerald Stone, Senior Field Executive/Manager, 082 8577795
- Monja Visser, Operations Manager (Vodacom), 082 553 5072
- Francois Claassen, Franchisee/Operator, 082 5888999
- Sydney Mainstry, Open Arms owner, 084 8980075
- Morne Meyer, Anfield Arms GM(International travel), 072 3042043
Languages
English
First Language
Afrikaans
Advanced (C1)
C1
References
References available upon request.
Timeline
Regional Cluster Specialist
VODACOM/VODAFONE SA
04.2004 - Current
Customer Service Executive
VODACOM/VODAFONE SA
10.2002 - 04.2004
Customer Care Call Centre
VODACOM/VODAFONE SA
01.2001 - 10.2002
General Manager
OPEN ARMS PUB AND GRILL
09.1998 - 12.2000
Cocktail Barman/Assistant Manager
GRAND ROCHE HOTEL (5 STAR)
06.1997 - 06.1998
Bartender and Manager
ANFIELD ARMS
02.1996 - 06.1997
Sales Consultant
COMPUTICKET
01.1996 - 03.1997
Debt Collection Department
FOURIE AND ASSOCIATES
01.1995 - 01.1996
Matriculated -
De Ruyter High School/Goodwood West College
Project Management Certificate -
Cape Peninsula University of Technology
Entrepreneurship certificate -
Damelin
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