Cranston Julie
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Customer Service Manager
Tracker Connect
Johannesburg, GP
11.2019 - 12.2020
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Monitored customer service operations to assess agent performance and provide feedback.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
- Resolved concerns with products or services to help with retention and drive sales.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Generated customer satisfaction surveys to analyze results into action plans.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed service procedures, policies and standards.
- Researched and corrected customer concerns to promote company loyalty.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Addressed potential cancellations and offered catered solutions to retain accounts.
Installation Support Supervisor
Tracker Connect
Johannesburg, Randburg
09.2017 - 12.2019
- Carried out day-to-day duties accurately and efficiently.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Maintained energy and enthusiasm in fast-paced environment.
- Increased customer satisfaction by resolving issues.
- Maintained excellent attendance record, consistently arriving to work on time.
- Developed team communications and information for meetings.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Used Microsoft Word and other software tools to create documents and other communications.
- Delivered services to customer locations within specific timeframes.
- Led projects and analyzed data to identify opportunities for improvement.
- Drove operational improvements which resulted in savings and improved profit margins.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Resolved problems, improved operations and provided exceptional service.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Created plans and communicated deadlines to complete projects on time.
- Developed and maintained courteous and effective working relationships.
Monitoring Control Supervisor
Tracker Connect
Johannesburg, Randburg
09.2016 - 08.2017
- Collaborated with team members to achieve target results.
- Maintained excellent attendance record, consistently arriving to work on time.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Onboarded new temps by entering employee information into systems.
- Worked with customers to understand needs and provide excellent service.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Worked flexible hours across night, weekend and holiday shifts.
- Exceeded goals through effective task prioritization and great work ethic.
- Used coordination and planning skills to achieve results according to schedule.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Led projects and analyzed data to identify opportunities for improvement.
- Prepared variety of different written communications, reports and documents.
- Delivered services to customer locations within specific timeframes.
- Identified issues, analyzed information and provided solutions to problems.
- Improved operations through consistent hard work and dedication.
- Resolved problems, improved operations and provided exceptional service.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Client Services Manager
Ernst and Young
Johannesburg, South Africa
06.2014 - 12.2015
- Investigated, documented and submitted information to Quality Department about special incidents, events and complaints.
- Mentored departmental team, boosting efficiency, success and morale among employees.
- Kept stakeholders up-to-date on details pertaining to client projects.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Worked with senior case managers to coordinate team development activities and trainings.
- Coordinated individual referrals to obtain community services, advocate for client needs and resolve roadblocks.
- Recruited, interviewed and hired staff members offering exceptional talent and brought great skills to team.
Customer Service Manager
Absa
Johannesburg, Auckland Park
09.2006 - 02.2012
- Developed quality employees within call center to take over leadership positions.
- Established and oversaw performance targets for call center associates.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Determined quality assurance benchmarks and set standards for improvement.
- Eased team transitions and new employee orientation through effective training and development.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Monitored customer service operations to assess agent performance and provide feedback.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Resolved concerns with products or services to help with retention and drive sales.
- Developed service procedures, policies and standards.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Addressed potential cancellations and offered catered solutions to retain accounts.
Education
Certificate - Project Management
Varsity College
Johannesburg 01.2015 - 12.2015
Diploma - Information Technology
Varsity College
Port Elizabeth, EC 02.2001 - 12.2003
Competency Based Interview (CBI) -
Courses Completed
Paladin Course for Sales and Marketing - Sales and Marketing
Absa
Kango Coaching Course - Coaching
Absa
Skills
●Design and develop KPA and conduct KPA discussion
●Working with HR and Recruitment drive
●SOP's, Code of conduct etc updated as and when required
●Supporting supervisors and their respective teams
●Building and maintaining effective internal and external stakeholder relationships
Personnel training and development
Administrative support
Complaint resolution
Team Building
Microsoft Outlook, Word and Excel
Adherence to high customer service standards
Effective problem solver
Staff Management
CRM
Process improvement specialist
Exceptional telephone etiquette
Customer-focused
Excellent time management skills
Customer Relationship Management Software (CRM)
Budgeting and reporting
Sales expertise
Inter-department collaboration
Accomplishments
- Won Prestige Bronze Award in Leadership
- Nominated to join the future leadership program (Prestige awards)
Timeline
Customer Service Manager
Tracker Connect
11.2019 - 12.2020
Installation Support Supervisor
Tracker Connect
09.2017 - 12.2019
Monitoring Control Supervisor
Tracker Connect
09.2016 - 08.2017
Certificate - Project Management
Varsity College
01.2015 - 12.2015
Client Services Manager
Ernst and Young
06.2014 - 12.2015
Customer Service Manager
Absa
09.2006 - 02.2012
Diploma - Information Technology
Varsity College
02.2001 - 12.2003
Competency Based Interview (CBI) -
Courses Completed
Paladin Course for Sales and Marketing - Sales and Marketing
Absa
Kango Coaching Course - Coaching
Absa
Telephony Programs
● Telephony -Aspect ● Avaya /Mitel ● Nice /Amethyst ● CC Pulse Workforce Manager ● Mitel Workforce Manager ● Genesis
Telephony Programs
● Telephony -Aspect ● Avaya /Mitel ● Nice /Amethyst ● CC Pulse Workforce Manager ● Mitel Workforce Manager ● Genesis