SalesForce
Charnay Haarhoff
Call Centre Manager
Pretoria
Summary
High-energy Manager enthusiastic about empowering teams to help others. Brings demonstrated team and program leadership abilities honed in fast-paced environments. Accomplished in exceeding sales and service objectives. Organized Call Centre Manager experienced in business and team management. Proactively addresses and solves problems with operations to maximize profits. Great at resolving conflicts and developing new service strategies.
Overview
10
10
years of professional experience
Work History
Hearing Hub Manager (Call Centre Manager)
hearX GROUP
05.2020 - 03.2024
- Responsible to ensure the optimal functioning of the hearing hub and its systems which will include daily operations and capacity planning of human resources and physical resources
- Liaise with top management to understand and articulate strategic direction for the team itself, as well as for the team’s product and system output
- Steer the direction of the team by communicating the strategy into a workable and efficient plan, presenting assumptions and recommending objectives as required
- Provide continuous input on improvement of the hearing hub procedures and processes
- Provide continuous input on improving the client experience and service
- Liaise with relevant stakeholders on a frequent basis
- Compile and interpret sales reports and data, and advise on (and implement) midcourse corrections
- Compile client retention and satisfaction reports and advise on midcourse corrections
- Setup and monitor management-approved key metrics and performance on each metric within a satisfactory range
- Report on said metrics and performance to management satisfaction
- Achieve ratings on above mentioned reports within a satisfactory range
- Ensure continuous improvements on said metrics
- Maintain team schedule and asset register
- Establish, improve and ensure active management of team’s KPA’s with frequent and proactive feedback
- Ensure there is appropriate and continuous team training
- Active monitoring and reporting of performance of team members with scheduled, regular check ins, performance appraisals and required documentation.
- Monitor and enforce correct use of internal systems
- Monitor and enforce HIPAA Privacy Requirements
- Monitor and manage peak times and operational capacity and allocate resources appropriately
- Manage Salesforce CRM and the assignment of tasks, leads and priorities
- Ensure capacity and resources required in order to implement future plans are recruited and hired in time
- Manage relevant HR related processes (ie recruitment, onboarding, offboarding, leave, claims, performance management etc.) Enhance and encourage a culture of excellent client service
- Cultivate and maintain a healthy and effective team culture Assist team to solve problems for end users
- Manage the ticketing system
- Handle escalated queries with discretion and efficiency
- Conduct business in a professional manner when communicating and interacting with clients to ensure client satisfaction; and encourage same behaviour within the team
- Maintain a high ‘customer effort score’ and ‘customer satisfaction rating’ in the Hearing Hub, across the board
- Ensure team meets sales targets and KPI’s
- Evaluate individual and team performance, performing audits on communication logs, emails and call recordings to identify areas for improvement Ensure client interaction logs are kept up to date on Salesforce
- Ensure communication is ethical and in line with Company Policy and provided training
- Ensure other required documents, reports and email accounts are kept up to date and accurate
- Ensure that absolute customer confidentiality and protection of personal information is maintained
- Maintain client records in accordance with procedures and HIPAA.
Call Centre Manager / Deployer Manager
MOBAX GROUP
02.2018 - 03.2020
- Managing the call centre to coordinate the deployers to attend to the relevant Vodacom sites that require generators or refuelling of generators
- Managing the shift roster for both Call Centre and Deployers
- Managing the leave roster for both Call Centre and Deployers
- Client Liason to Vodacom
- Refuel reports sent to Vodacom daily
- Attending SCRUM meetings with Vodacom every morning
- Attending Governance meeting with Vodacom every Monday
- Feeding back to Vodacom on refuels and customer feedback
- Setting up KPI's for the Call Centre and Deployers
- Being on standby 24/7, 365
- Assisting clients that have signal issues or generators on site too long
- Call Centre transferred to Cape Town in July 2019 and I took full control of the Deployers for Gauteng and North West Region.
Admin Coordinator
BORUTHO GROUP OF COMPANIES
09.2017 - 02.2018
- Coordinating the sales team by managing schedules, filing important documents and communicating relevant information
- Ensuring the adequacy of sales-related equipment or material
- Responding to complaints from customers and give after-sales support when requested
- Store and sort financial and non-financial data in electronic form and present reports
- Monitor the team’s progress, identify shortcomings and propose improvements
- Assist in the preparation and organizing of promotional material or events
- Ensure adherence to laws and policies
- Assist with tender submission documentation
- Assist with the profiling of potential clients/customers
- Perform the initial needs analysis for clients and forward report to the sales team
- Set up and co-ordinate meetings with potential customers
- Maintain communication channels with customers
- Be part of the sales campaign team.
IT Manager
BORUTHO GROUP OF COMPANIES
09.2017 - 02.2018
- Manage information technology and computer systems
- Plan, organize, control and evaluate IT and electronic data operations
- Manage IT by training and coaching employees
- Design, develop, implement and coordinate IT systems, policies and procedures
- Ensure security of data, network access and backup systems
- Act in alignment with user needs and system functionality to contribute to organizational policy
- Identify problematic areas and implement strategic solutions in timeously
- Audit systems and assess their outcomes
- Preserve assets, information security and control structures
- Handle annual budget and ensure cost effectiveness.
Coordinating Corporate Communications including Marketing
BORUTHO GROUP OF COMPANIES
09.2017 - 02.2018
- Oversees design, implementation and updating of: Branding, Corporate Stationery, Company Profile, Company Website, Social Media
- Supports sales department in terms of proposals, tenders, presentations
- Preparation and or review of Communication Documentation
- Handle communications and negotiations with customers at management level.
Project Coordinator
ADVOCATE SOLUTIONS
02.2014 - 01.2017
- Rolling out of Computer Systems for the NHI across South Africa
- Agreeing on project objectives
- Providing advice on the project
- Carrying out risk assessment
- Organising the various people working on the project
- Purchasing of stock required for the project
- Making sure the quality standards are met
- Recruiting specialists and sub-contractors
- Monitoring sub-contractors to ensure guidelines are maintained
- Overseeing the accounting, costing and billing
- Keeping track of people and progress
- Managing technical team within the project.
Skills
Created a Telephone Etiquette manual that is used in some Call Centre’s
Call Centre Management
Service Delivery Management
Customer Relationship/Service Training
Telephone Etiquette Training
Telephonic Skills
Client Relationship
Microsoft Office
Typing
Documentation / Reporting
SLA Agreement knowledge
Resolving Customer Queries / Complaints
Invoicing
Desktop Support
Remote Desktop Support
Customer Service
Customer Focused
Setting up and enforcing process flow
SAP Administration
CRM
Training
KPI
SLA
Windows 95
Windows NT
XP and Vista
Slack
Google Office
Windows 7
Shopify
Shipstation
BigCommerce
Stripe
Windows 8
Windows 10
Office 2000
Office 2003
Office 2007
Office 2010
Word
Excel
PowerPoint
Access
Projects
Front Page
Photoshop
Internet
VNC
Remote Access
CRM
Service Manager
AccPac
SharePoint
SAP
ESS Telephone System
Pastel
SalesForce
Virus Protection software (McAfee, Norton, Kaspersky and AVG)
Process Improvement
Relationship Building
Logistics Management
Team building
Team Collaboration
Problem-Solving
Shift Management
Adaptability and Flexibility
Reliability
Operations Management
Problem-solving abilities
Organizing and Preparing Meetings
Decision-Making
Adaptability
Time management abilities
Effective Communication
Effective Multitasking
Interpersonal Skills
Professional Demeanor
Social Media Marketing
Analytical Thinking
Excellent Communication
Employee Recruiting
Employee Training
Active Listening
Attention to Detail
Teamwork and Collaboration
Analytical Skills
Continuous Improvement
Written Communication
Time Management
Brand Promotion
Technical skills
Shift Scheduling
Professionalism
MS Office
Google Drive
First Aid/CPR
Supervision and leadership
Customer Relations
Friendly, Positive Attitude
Accomplishments
Kitten Corner Web Design - Drawing up and designing new Web site for Kitten Corner (Non profit organization) using front page. Collecting all information taking photos, liaising with Kitten Corner Co-ordinator regarding the information they require on the web site, updating the website as and when needed.
Id Number
750424 0206 080
Home Language
English
Other Language
Afrikaans
Drivers License
Yes
Marital Status
Single
Health
Excellent
Criminal Record
None
Personality Assessment
I am an extrovert; I like to focus on the outer world of people and activity. I prefer to communicate by talking and tend to be sociable and expressive. I readily take initiative in work and relationships. I direct my energy and attention at work and receive energy from interacting with people and from taking action.
Recommendations
- I have had the pleasure of working with Charnay for the past few years and found her to be a very dedicated and conscientious where her work is concerned. She has a pleasant disposition and has always conducted herself in a professional manner. She is very knowledgeable in her field of expertise and I can recommend her to any company looking for these qualities in an employee, Mosima, First Technology, 10/10/12
- Just Brilliant Charnay is one of the most diligent and reliable people that I know, when we lost her as our call center manager we nearly fell apart and nothing was ever the same again, was a very sad time, I would recommend Charnay to any company or organization seeking an individual that stands out above the exceptional and has all the qualities of a great leader., Senior to Quintin, CPC Plus Solutions, 11/19/14
- Charnay was my team leader at FNB ISS department. She came in to the position with little knowledge of our processes and services we offer. I have never seen someone who took it upon themselves to be informed in such a manner. She was up to speed with everything we did, and that showed the team as to the calibre of leader she is. She constantly made sure that she leads by example and she managed in a way that made sure our job functions were made easy to be completed. Her leadership style is amazing and only a few leaders can execute it and she does it effortlessly. She has a strong focus on people and her passion is unmistakable., Senior to Neo, FNB ISS, 01/20/16
Courses Completed
- MimeCast (CPC Plus Solutions)
- Telephonic Skills (Dimension Data)
- Customer communications skills (Dimension Data)
- First Aid – Level 1
- Basic Fire Fighting
- Basic Conditions of Employment Act
- Leadership and Mentoring
- Labour Law in the Workplace
- HIV and AIDS
Personal Information
- Date of Birth: 04/24/75
- Nationality: South African
References
- Noma Gqetsu, Borutho Group of Companies, 079 094 3867
- Marius Rompel, Spescom, 083 279 1406
- Nic le Roux, CPC Plus Solutions, 082 808 1030
- Tony Santos, First Technology, 083 775 8162
- Grant Hassett, FNB, 076 410 6004
- Neo Moloi, FNB, 084 604 3810
- Marylyn Baloyi, Hello Group, 078 681 0783
Volunteer Experience
- Assist with bottle babies as well as fostering of kittens and abused or special needs cats
- South African National Parks – Currently busy with my Honorary Rangers course for SANP – Looking to become an Honorary Ranger for South African National Parks
Software
Shopify
CRM
Stripe
BigCommerce
Google Suite
Microsoft Office
Interests
Animal Rescue
Bottle babies
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Hearing Hub Manager (Call Centre Manager) - hearX GROUP
05.2020 - 03.2024
Call Centre Manager / Deployer Manager - MOBAX GROUP
02.2018 - 03.2020
Admin Coordinator - BORUTHO GROUP OF COMPANIES
09.2017 - 02.2018
IT Manager - BORUTHO GROUP OF COMPANIES
09.2017 - 02.2018
Coordinating Corporate Communications including Marketing - BORUTHO GROUP OF COMPANIES
09.2017 - 02.2018
Project Coordinator - ADVOCATE SOLUTIONS
02.2014 - 01.2017