Annelize Grabe
Customer Service Manager
Randburg
Summary
I am goal orientate Customer Service Manager with 24 years of experience in leadership roles, the last 20 years as part of Digital Banking Call Centre's management team. I am a problem solver dedicated to streamlining operations to decrease costs and promote efficiency. I am passionate about customer service and skilled at operating the department efficiently to meet and exceed goals. I believe in partnering with co-workers to promote and engage, creating an empowered workforce..
Overview
22
22
years of professional experience
Work History
Customer Service Manager
INterfaceX
07.2011 - Current
- Digital Banking Call Centre.
- Managed team of 9 customer service Team Leaders, fostering positive work environment focused on teamwork and collaboration.
- Monitor and implement initiatives aimed at improving call centre efficiencies and customer service metrics
- Defined clear targets and objectives that support Business goals
- Perform monthly performance discussions and provided guidance on how to achieve goals.
- Set aggressive targets to drive call reduction.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans
- Increased team productivity by providing ongoing training and support t
- Optimized workflow processes to maximize efficiency while maintaining unwavering commitment to client satisfaction.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement t best possible solutions.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Cultivated culture of continuous improvement by regularly obtaining feedback from staff members regarding areas where improvements could be made.
- Championed technology adoption among team members, integrating tools that aided in delivering faster results for customers without sacrificing quality.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in timely manner.
- Implemented quality control measures to maintain high standards of service across all touchpoints within t organization.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Monitored shifts and shift changes to uphold successful operations strategies and maximize business success.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Progression planning
- Manage all people related issues and Disciplinary enquiries.
Customer Service Manger
FNB Homeloans Call Centre
09.2002 - 06.2011
- Manage day to day operations of Home loans and Cellphone Banking Call Centre.
- Manage team of 6 Team Leaders.
- Create, agree and review KPI
- Manage costs / expenses within approved budget to achieve cost efficiencies
- Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions
- Resolve all customer queries efficiently, and within agreed timelines.
- Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant sales targets.
- Prepare business communication that is of professional standard
- Comply with governance in terms of legislative and audit requirements
- Develop materials and documentation including minimum standards, templates, guidelines, FAQ's and processes
- Improve business decisions by providing accurate and reliable business intelligence (information) together with analyzing trends and data
- Manage own development to increase own competencies
- Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies
Education
No Degree - Certificate in Banking
Damelin
04.2001 -
Skills
Decision-Making
Positive and Constructive Feedback
Quality Assurance Controls
Adherence to high customer service standards
Conflict resolution techniques
Customer Service
Training and mentoring
Problem-Solving
Time Management
Performance Evaluations
Decision-Making
Timeline
Customer Service Manager
INterfaceX
07.2011 - Current
Customer Service Manger
FNB Homeloans Call Centre
09.2002 - 06.2011
No Degree - Certificate in Banking
Damelin
04.2001 -