Cade Williams
Cape Town
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
14
14
years of professional experience
Work History
Team Manager
Mediacom
06.2024 - Current
- Leading and managing a team of Call Centre Agents to achieve client SLA requirements
- Continuously promote a performance-driven culture and always work towards reaching for amazing results
- Manage the performance of each agent reaching their daily targets and ensuring that professional relationships exist with customers
- Ensuring that reporting and informational needs are met, and that management is kept well informed of daily activities and significant problems
- Motivating team to achieve daily targets
- Improve the key success metrics associated with goals including: Customer Satisfaction Score, Service Level Goals, Quality Goals
- Guiding, coaching, training and equipping agents with all competencies to reach meet performance and customer service objectives
- Coordinate training on new or revised information relating to services, products or processes of projects
- Ensuring all customer questions and complaints are resolved in a timely manner
- Brainstorming with the team around issues or challenges that may hinder optimum performance and give recommendations to improve sales
- Handle employee related issues
- Monitoring attendance, punctuality and leave
- Report on statistics, data, ratios, attrition and terminations
- Suggest areas of improvement for systems, policies and processes used and propose solutions
- Manage quality assurance
- Assist with recruitment, HR admin, personal development and other areas that contribute to maintaining processes and the growth of the campaign
Team Manager
Amazon
01.2016 - 10.2023
- Built and maintained relationships with teams, increasing motivation and team spirit
- Inspired and managed teams in operational improvement, increasing motivation and productivity
- Monitored staff performance, continually seeking ways to improve team delivery for optimized financial success
- Maintained a positive, professional working environment to optimize staff and customer satisfaction
- Led recruitment, hiring and on boarding activities, training new joiners in operational processes, and conducting probationary performance reviews
- Generated strategic weekly Key Performance Indicator (KPI) targets, motivating and incentivizing staff to continually achieve and exceed expectation
- Scheduled weekly projects, anticipating timelines for milestones and completion dates
- Supervised and mentored staff in 1:1 session, driving attainment of individual KPIs
Call Center Agent
Amazon
04.2015 - 12.2015
- Made high volume of sales calls per day exceeding company outbound call targets
- Applied correct hold and transfer procedures, consistently keeping call times within time-frame target
- Dealing with complex customer complaints professionally and politely, resolving issues with favorable solutions
- Maintained detailed product knowledge to advise customers competently and expertly
- Increased customer satisfaction by offering friendly, helpful, and informative customer service
Call Centre Agent
Stream Global Services
10.2011 - 02.2012
- Dealt with complex customer complaints professionally and politely, resolving issues with favorable solutions
- Maintained detailed product knowledge to advise customers competently and expertly
- Recorded details from customer communications on CRM
- Increased customer satisfaction by offering friendly, helpful and informative customer service
- Applied correct hold and transfer procedures, consistently keeping call times within timeframe target
- Handled and quickly resolved customer issues regarding product sales and customer service problems
- Support with outbound calls to customers about specific sales and marketing promotional campaigns
- Made high volume of sales calls per day exceeding company outbound call targets
- Followed customer service script for uniformity in handling customer issues
Education
Passed Metric -
Mondale High School
cape Town01.2006
Skills
- Time management
- Process improvement
- Excellent problem-solving skills
- Goal development planning
- Employee performance reviews
- Team supervision
- KPI management
- Call recording
- Live chat operating
- Practical problem solver
- Resolving issues
- Administration
- Customer complaint management
- Quality Control
References
- Michelle Fransman, 0823807397
- Anton Van De Westhuizen, 0791602998
Affiliations
- Family time
- Outdoor activities, like swimming,
Timeline
Team Manager
Mediacom
06.2024 - Current
Team Manager
Amazon
01.2016 - 10.2023
Call Center Agent
Amazon
04.2015 - 12.2015
Call Centre Agent
Stream Global Services
10.2011 - 02.2012
Passed Metric -
Mondale High School
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