Dineo Moeketsi
Supervisor
Naturena
Summary
Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement and quality control.
Overview
15
15
years of professional experience
Work History
Senior Escalations Supervisor( Segmented Service)
Avon/Justine
07.2017 - Current
- Handle all escalation received across the business (internal and External) and all escalations from the social platforms (Hello Peter, Facebook) etc
- Measure performance with key metrics such as call abandonment, calls Waiting, workflow, emails handling time and response time
- Prepare monthly/annual results and performance reports
- Ensure that all agents follow their breaks schedule according to the set Agent Schedule and manage behaviors as and when it is needed Minimizing the amount of incidents from the team
- Achieve all set service level KPI’s both inbound and emails
- Conduct monthly discussion and coaching session
- Devise ways to optimize procedures and keep staff motivated
- Prepare monthly reports for all segments within the escalations team
- Assisting in the formulation of targets for individuals and teams
- Hiring and onboarding new employees
- Answering questions from staff and providing guidance and feedback
- Anticipate escalations and take over calls when needed
- Ensure all escalations are responded to within the SLA agreement.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
- Solicited customer feedback to identify and improve on areas of weakness.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Led major initiatives within the department that drove innovation or addressed critical business challenges.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
- Developed and implemented customer service policies to enhance satisfaction.
- Maintained compliance with company policies, objectives, and communication goals.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Achieved results by working with staff to meet established targets.
- Educated staff on organizational mission and goals to help employees achieve success.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Quality Assessor (Customer Service)
Avon/Justine
05.2014 - 6 2017
- Assess a maximum of 12 Quality Monitoring sessions per interaction, Per agent, per month
- Complete a Consolidated Team Report on a monthly basis and present To the management team monthly, showing the turnaround of Negative to positive findings
- Improve the Variance range of the interactions scored by all assessors Using the same call interaction
- Maintain a good relationship with the Supervisory team to deliver high Quality interactions in the Contact Centre
- Conduct a Supervisor Calibration session on a monthly basis
- Ensure the successful implementation and facilitation of Team Coaching Sessions on a monthly basis
- Check the service monitoring system and attend to agents when Supervisors are not available
- Conduct a QA Training session for contact center agents of the Following: Inbound QA Scorecard, Inbound Soft Skills Map, QA SOP for the agents and scenario-based questions and correct Processes.
- Analyzed quality and performance data to support operational decision-making.
- Spearheaded training initiatives for team members, fostering a culture of continuous learning and development around quality standards.
- Conducted data review and followed standard practices to find solutions.
- Reported problems and concerns to management.
- Collected and analyzed data to measure effectiveness of quality control processes.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Reduced customer complaints significantly by initiating proactive process improvements and thorough evaluations.
Queries Resolutions Consultant/Consumer Complaints
Avon/Justine
09.2011 - 04.2014
- Receiving all emails related to skin reactions
- Contacting the affected Customer to gather more details about the reaction by using the Questionnaire form, and record all required information about the Reaction and the product
- Arrange a collection of the product in question from the customer and Once Received, hand over the sample to QA (Supply Chain)
- Replace or sent an alternative product depending on the query or credit The customer account and sent the feedback letter from regulatory Department of the outcome.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Analyzed data sets to identify trends and opportunities for process improvements within client organizations.
- Delivered high-quality presentations to stakeholders, effectively communicating project objectives and results.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Enhanced communication among team members, fostering a collaborative and supportive work environment.
- Assisted clients in navigating complex industry challenges, offering expert guidance and strategic recommendations.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
Customer Service Representative
Avon/Justine
02.2010 - 08.2011
- Answering incoming calls
- Performing admiration duties related to the query
- Escalating queries to other departments internally and externally.
- Proven ability to develop and implement creative solutions to complex problems.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Developed and maintained courteous and effective working relationships.
- Applied effective time management techniques to meet tight deadlines.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Excellent communication skills, both verbal and written.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Delivered prompt service to prioritize customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Outbound Leads Agent
Avon/Justine
03.2009 - 01.2010
- Responding to sms for new interested applicants
- Performing Administration duties by capturing the details of the new Application on the Leads system.
Education
No Degree - Bachelor of Commerce in Law
UNISA
Johannesburg, South Africa 04.2001 -
National Diploma in Law - Diploma in Law
UNISA
Johannesburg, South Africa 04.2001 -
Higher Certificate in Law -
UNISA
Johannesburg, South Africa 04.2001 -
Matriculant Certificate -
Fons Luminis Secondary School
04.2001 -
Skills
- Priority management
- Processes and procedures
- Problem-solving aptitude
- Active Listening
- Idea Development and Brainstorming
- Self Motivation
- Schedule development
- Policy Enforcement
- Staff Development
- Training and mentoring
- Process Improvement
- Team building
- Decision-Making
- Multitasking Abilities
- Staff Discipline
Driver License
Code 8
Personal Information
- ID Number: 8401060745082
- Gender: Female
- Nationality: South African
- Marital Status: Single
References
- Yolandi Van-Coller, Segmented Service Manager (Avon/Justine), (010) 205-5245, (060) 9975184
- Desiree Maluleke, Service Enhancement and Support Manager (Avon/Justine), (010) 205-5050, (060) 989 6527
Accomplishments
- Documented and resolved Hello Peter trust index from 3.1 which led to 4.7, response time decreased from 63 hours to 1,4 hours and NPS score increased from 67 in September 2023 to 100 in November 2023. This has earned me the associate award of the year 2023.
.
Baking and Singing
I am family oriented and love spending time with my kids doing activities that we will all enjoy. Baking if my favorite as we get to unleash our creativity, make best decision on the outcome we want to achieve and involves a lot of learning and reading as we need to research new methods to create the best cakes, i love baking as we brainstorm ideas and agree on the goal we all want to achieve.
Timeline
Senior Escalations Supervisor( Segmented Service)
Avon/Justine
07.2017 - Current
Quality Assessor (Customer Service)
Avon/Justine
05.2014 - 6 2017
Queries Resolutions Consultant/Consumer Complaints
Avon/Justine
09.2011 - 04.2014
Customer Service Representative
Avon/Justine
02.2010 - 08.2011
Outbound Leads Agent
Avon/Justine
03.2009 - 01.2010
No Degree - Bachelor of Commerce in Law
UNISA
04.2001 -
National Diploma in Law - Diploma in Law
UNISA
04.2001 -
Higher Certificate in Law -
UNISA
04.2001 -
Matriculant Certificate -
Fons Luminis Secondary School
04.2001 -
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