Evelyn Moonsamy
Operations Manager
Durban
Summary
Operations Manager and talented leader with over +10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Proven track record of enhancing operational efficiency and customer satisfaction at ContactiQ. Excelled in staff management and problem-solving, leading to significant process improvements. Skilled in data analysis and team leadership, consistently achieving and surpassing KPIs. Cultivated a positive work environment, fostering high employee performance and service standards
Overview
18
18
years of professional experience
6
6
years of post-secondary education
Work History
Operations Manager
ContactiQ
Durban
10.2023 - Current
- Campaign head count was 80 agents.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Facilitated smooth collaboration between departments through clear communication channels.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Assistant Manager
Ison BPO
Durban
08.2015 - 08.2023
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Conducted performance evaluations and provided constructive feedback to employees.
- Conducted performance evaluations, identifying areas for development and rewarding strong performance.
- Implemented staff training programs to elevate service standards and knowledge.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Campaign headcount was over 100 agents and was called Multichoice.
Sales Agent
CCI South Africa
Durban
03.2007 - 08.2014
- Assisted call-in customers with questions and orders.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Enhanced product knowledge through continuous training and professional development opportunities.
- Achieved top performer status within the company due to consistent high sales numbers.
- Developed strong relationships with clients through excellent customer service and regular followups.
- Identified new areas of opportunity within existing accounts by offering additional products or services based on their needs analysis results.
- Boosted referral rates by cultivating positive relationships with satisfied customers who were eager to recommend our products/services to others.
Education
High School Diploma -
Verulam Secondary Secondary
Verulam, South Africa 01.2001 - 12.2006
Skills
Operations management
Problem-solving
Customer service
Performance monitoring
Process improvement
Staff management
Team leadership
Operations monitoring
Data analysis
Operational efficiency
KPI tracking
Decision-making
Workflow optimization
Timeline
Operations Manager
ContactiQ
10.2023 - Current
Assistant Manager
Ison BPO
08.2015 - 08.2023
Sales Agent
CCI South Africa
03.2007 - 08.2014
High School Diploma -
Verulam Secondary Secondary
01.2001 - 12.2006
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