Estelle Brink

• Manage a team of 12-14 staff members
• Develop, coach and motivate a team of Call Centre consultant to excel in performance and service delivery
• Responsible for the performance management of staff
• Build the team and identify talent
• Ensure that the service levels are maintained by monitoring the queue Live
• Handle the administrative functions required
• Identify quality issues and take corrective steps by actioning quality trends

· Conducted in-depth analysis of operational data to identify trends, quality issues, and opportunities for improvement.

· Utilised tools such as Power BI to perform audits, generate reports, and provide actionable insights to management.

· Collaborated with cross-functional teams to design and implement new Standard Operating Procedures (SOPs) that improved efficiency and service delivery.

· Supported system testing and validation for new process changes, ensuring accuracy and compliance with organisational standards.

· Supported system testing and validation for new process changes, ensuring accuracy and compliance with organisational standards.

· Partnered with Quality Management Committee (QMC) to ensure opportunities were created, updated, and maintained appropriately.

· Delivered presentations and reports to senior leadership, highlighting performance metrics and recommending corrective actions.

· Enhanced client satisfaction by resolving escalated queries and ensuring adherence to service-level agreements.

• Create and implement new SOPs
• Responsible for doing call assessments and resolving escalated calls
• Relationship building with internal and external clients to achieve objectives
• Quality audits on all information captured on Power BI
• Identify and implement opportunities for process improvement, driving efficiency and effectiveness across the portfolio.. liaise with the (QMC) to ensure that EXACT opportunities were created, updated, and maintained appropriately.

• Assisting with testing of all new system changes
• Training of new staff as and when the need arises Dealing with escalated queries from call center agents Improve service delivered to all the Discovery clients, Adhere to standard operating procedures and/or laid down policies and procedures

• Assisting with testing of all new system changes
• Training of new staff as and when the need arises Dealing with escalated queries from call center agents Improve service delivered to all the Discovery clients, Adhere to standard operating procedures and/or laid down policies and procedures Assisting with testing of all new system changes
• Training of new staff as and when the need arises Dealing with escalated queries from call center agents Improve service delivered to all the Discovery clients
• Adhere to standard operating procedures and/or laid down policies and procedures