Charmaine Robyn Buchanan
Client Service Team Leader
Johannesburg,GP
Summary
Client service leader with strong background in managing and motivating teams to achieve high performance. Skilled in conflict resolution, strategic planning, and effective communication. Known for adaptability, reliability, and fostering collaborative work environment. Driven by results and committed to delivering outstanding client experiences.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
1
1
Certificate
2
2
Languages
Work History
Client Service Team Leader
Sasfin Bank Pty Ltd
01.2022 - Current
- Demonstrated leadership abilities by managing a diverse team of professionals towards achieving common goals.
- Established performance metrics to track progress, identify areas for improvement, and drive continuous growth in service levels.
- Assisted in conducting needs assessments to identify key areas of service needs.
- Ensure that all calls are answered within an appropriate time frame, and that any problems or issues with your account are resolved as quickly as possible
- Prepare and present reports
- Analyze performance metrics to identify opportunities for improvements
Fraud / Disputes /Sales Team Leader
Edcon Pty Ltd
04.2008 - 09.2020
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Enhanced team productivity by implementing efficient task delegation and regular performance evaluations.
- Evaluated customer needs and feedback to drive product and service improvements.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Education
No Degree - Fraud Investigation And Auditing
Unisa
Pretoria 04.2001 -
Skills
Strong leadership
Customer service
Time management
Problem-solving abilities
Excellent communication
Decision-making
Self motivation
Adaptability and flexibility
Effective communication
Active listening
Analytical skills
Task prioritization
Certification
RE5,Conflict Management Mastering Business Communication Problem Solving & Decision Making Critical Thinking Skills Managing Time for Results Brilliant Business Writing
Timeline
Client Service Team Leader
Sasfin Bank Pty Ltd
01.2022 - Current
Fraud / Disputes /Sales Team Leader
Edcon Pty Ltd
04.2008 - 09.2020
No Degree - Fraud Investigation And Auditing
Unisa
04.2001 -
Languages
English
Advanced (C1)
Afrikaans
Advanced (C1)