Duncan Malindisa

Manage and lead CX Measurement and Insights team

• Review and provide input for collection of operational metrics – Voice of Process and Voice of Employee along with measuring Return of Investment of VOC measurement framework. Ensure metrics are embedded into all new initiatives that tracks improvements over course of time
• Define and implement targets across group
• Develop continuous improvement frameworks
• Develop Operational review reports, that measure and track CX.
• Oversee development of various standards, guidelines and procedures at all touch points.
• Ensure analytics and data models in place to support insights
• Identify potential process improvements through data analysis, leading to increased team efficiency and better use of resources.
• Support strategic design, implementation, and optimization of customer experience programs and initiatives that ensure best-in-class customer experience
• Utilized CRM software to track customer interactions and ensure prompt follow-up on outstanding issues.

• Plan and deliver programmes to retain and develop Contact Centre Consultants
• Lead and develop team to ensure consistency in performance, stability and succession planning
• Ensure that inbound teams provide customers with friendly, professional and consistently high quality service helping to resolve various queries accurately and timeously.
• Provide leadership, development and coaching of teams and ensure personal conduct is aligned to Company procedures
• Produce daily, weekly and monthly reports and dissemination information to stakeholders
• Implement control measures to ensure that daily enquiries and ticket resolutions are performed according to SLA
• Ensure service and sales targets, SLAs and KPIs are continually reviewed and expectations are met with optimum levels of quality and service delivery
• Identifying and instilling best practices, processes and systems and drive continuously improving environment.

• Manage and Monitor 50+ agents calls daily in real-time.
• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity
• Provide Coaching and Feedback to agents following evaluations
• Collecting and analyzing behavioral trends and pattens
• Ensuring that number of calls assessed to a minimum of 3 random calls per agent per day for Inbound and Outbound and minimum of 5 calls per agent per day
• Ensuring that members of his/her team meet their monthly QA targets of 95% without fail, as this forms part of KPI.
• Conduct one on one meetings with her/his team weekly/ monthly to discuss their performance and where they are in terms of meeting certain targets/benchmarks required by clients
• Proved feedback and recommend actions plans based on findings for PIP (Performance Improvement Plan)
• Provide training on new processes and training new agents.
• Implemented risk-based approaches for evaluating potential problem areas within the organization, allowing for prompt action to be taken when necessary
• Participated in departmental meetings to establish short- and long-term strategy.

• Manage daily Operations activities within sales and customer experience department
• Input into performance targets in line with defined operational objectives and business outcomes, and tracks performance against these targets
• Provide support to CXR on real time sales and meeting weekly and monthly targets
• Reviewing performance daily and identifies short term tactical solutions
• Design and implement service improvement initiatives and provide support to CXRʻs with complaints
• Identify systems and processes which create barriers to serving members and implement actions to enhance service delivery for members
• Assisting in managing and improving performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gaps
• Ensure proper logging of complaints across all touchpoints through Inbound calls, Email, Chats, Voicemails and Callbacks and aim to resolve at first point of contact
• Find root causes, trends and frequencies of complaints
• Liaise with all relevant internal stakeholders regarding complaint root causes, identify optimization opportunities and agree on action plans.
• Ensure productivity, efficiency and satisfaction metrics compliance for Customer Support operations.
• Overseeing and assessing contact center staff activities and assisting supervisors and 3dr party players with regular performance feedback.
• Strategizing and monitoring daily activities of customer service operation.
• Ensure strategic operation for internal and external contact centers in order to ensure contractual and service level compliance.
• Forecast definition for growth/decrease of agents in contact centers.
• Assisting with development and implementation of service policies, and communicating them to required areas of the company.
• Trained team members in successful strategies to meet operational and sales targets.
• Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.

• To conduct performance management functions to ensure effective running of Operations
• Overseeing and managing Advisors to ensure adherence to quality standards, deadlines and policies and procedures
• Lead, mentor, and motivate a team of retentions specialists.
• Conduct regular team meetings and one-on-one sessions.
• Set performance goals and provide feedback to team members.
• Develop and implement strategies to retain customers.
• Analyse customer data to identify trends and potential issues.
• Collaborate with other departments to enhance the customer experience.
• Handle escalated customer retention issues.
• Communicate with customers to understand their needs and concerns.
• Implement solutions to improve customer satisfaction.
• Track team performance and key metrics
• Developed and implemented customer service policies and procedures.
• Increased first-call resolution rates, streamlining processes to address customer issues quickly.
• Driving a culture of organizational performance and service delivery within the framework of the defined Webhelp culture.

• Monitor productivity metrics, such as call volume, resolution time, and customer satisfaction, and they collaborate with Human resources to make decisions about performance problems and fulfilling employee training needs
• Creating an environment of shared information that creates a team environment that helps reduce attrition
• Responsible for preparing, completing, and processing all forms with regard to all customer account information, ensuring all information was accurate and recorded, and making changes to the database as necessary
• Responded to reported technical issues and used personal knowledge and experience to resolve problems in a timely manner
• Supervised employee relationships and mentored junior team members
• Collected customer information, assessed issues and determined possible solutions
• Ensure all information is included on weekly and monthly reports (including Team Dynamics, Themes, KPI’s etc.)
• Monitor team performance and provide guidance
• Action required HR processes for team
• To conduct performance management functions to ensure effective running of the contact center
• Mentor and coach staff on identified performance gaps by discussing these performance gaps and agree on appropriate action to be taken
• Completed daily reports of incidents, safety violations, and repair requirements for equipment, property damage and/or theft, unauthorized persons within the area, and any unusual events.

• Set quality standards of interaction by delivering accurate, comprehensive commentary/feedback relative to customer experience, call processes, compliance, risk management, and improvement opportunities
• Review recorded calls/interactions and ensure that the correct steps were taken regarding completing the objective(s) of the interaction
• Use quality monitoring data management system to compile and track performance at team and individual level
• Evaluate adherence to company policies/procedures and statutory requirements
• Analyze QA results and identify development areas & trends for training purposes
• Coach, motivate & develop customer service teams in line with company standards.
• Enhanced product quality by implementing rigorous testing procedures and identifying areas for improvement.

• Responsible for preparing, completing, and processing all forms with regard to all customer account information, ensuring all information was accurate and recorded, and making changes to the database as necessary
• Researched key accounts for errors and resolved discrepancy issues
• Consistently achieved top ranking for customer satisfaction, retention, and referrals
• Communicated with customers to explain billing procedures, arranged for payment options, and processed all payments accurately
• Provided customers with information about potential service upgrades, account changes, and new services available.

• Administered, Facilitation, Compiling Training plan / Schedule for Contact Centre and Business Administration short Courses NQF level 2 endorsed Service SETA
• Conducted an evaluation session of each Unit Standard title completed
• Computer skills flirtation i.e
• Technical Support, Ms
• Word, Excel, Access, PowerPoint, and Desktop Navigation
• Cooperated with project leaders and stakeholders to determine objectives and make decisions on what needed to be done to accomplish those goals
• Created lesson plans that combined discipline with other measures to increase students' ability to concentrate and participate in class to make students accountable for their own progress
• Created course material lesson plans and adhere to the set schedule.
• Improved student performance by defining clear goals and communicating performance metrics