Summary
Overview
Work History
Education
Skills
References
Work Availability
Timeline
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Farhad  Bux

Farhad Bux

CX & EX Professional
Durban ,KZN

Summary

Focused, determined and authentic individual, with the ability to work in a multi-cultural work environment. Experienced in working under pressure in a challenging environment and can efficiently self-manage workload. I am confident in my work abilities, and most especially in being able to use those skills to grow and develop the entire team. I easily earn the respect of management, team and fellow colleagues through my work ethics and focus on team collaboration. I have a thirst to learn and constantly improve my skills. I am preferably seeking a call centre team leader role as I am an Entrepreneurial lateral thinker open to the contribution of others – delegator and able mentor, a supportive collaborator yet able to work independently and I am used to marshalling internal resources, building, and leading a resolute support team. I am open to other job opportunities as well as my skill set is vast. Professional Skills & Strengths: Advance Negotiation Skills Superb leadership ability Excellent communication skills Excellent time management skills Ability to maintain confidentiality Initiative-taking, initiative-taking, diligent worker. Medics Honest, punctual, and dependable Excellent telephone manner good organization and prioritization skills Meticulous to detail Self-Disciplined Flexible and approachable Business Acumen Excellent people management skills Teamwork and Cooperation skills Superb leadership ability Superb critical thinking skills Ability to multi-task Inbound/Outbound contact centers Proficient in investigations & statement writing Active Listener

Overview

20
20
years of professional experience
2
2
Language
5
5
years of post-secondary education

Work History

Contact Centre Professional / CX & EX Professional

Freelancer
National-International, KZN
05.2020 - Current
  • Working remotely for international companies for customer experience positions and some work as a private military contractor, combat medic and a communication specialist for a few security companies
  • I worked for organizations like cop17, COSAFA cup, and a few major private companies.

Tracking agent / Aviation / Call Centre Advisor

Altech Nestar
Durban, KZN
03.2007 - 04.2019
  • Take the necessary steps to successfully track and recover vehicles
  • Ensure KPIS are met
  • Forecasting
  • Reason for leaving: Retrenchment.

Private Military Contractor - CPO

Freelancer
National - International, KZN
01.2004 - 01.2006
  • Medic outsourced by private security companies.
  • Close Protection Operative / Private Military Contractor
    Combat Medic
    Communication Specialist

Call Centre Team Leader

Wesbank Cash Power, Through Kelly Personnel
01.2000 - 02.2003
  • Developed and implemented training manuals for consultants with regards to product knowledge and presentation
  • Rendering excellent customer servicing skills
  • Updates on banking legislation and the Usury Act
  • Involved in the development of incentive reward schemes to improve the bank’s Customer Service Index
  • Team Management
  • Ensuring KPA’s are met
  • Trend analysis
  • Forecasting
  • Mentoring, coaching, rostering, and implementing new software for CRM packages by vendors when I attended Call Centre conferences
  • Sales and marketing on a small scale by pushing out products and services
  • Reason for leaving: Relocation
  • Whilst working at Wesbank, I worked overtime at night; I worked for a few companies like Hollard Insurance, Super Sport, and African Bank through Kelly Personnel Agency in Randburg (References available on request)

Call Centre Agent, Call Centre Supervisor

Aegis, Insurance Company
02.1995 - 12.1999
  • Thereafter Duties and responsibilities:
  • Successfully managed a call center operation of fifteen staff members
  • Responsible for call forecasting, call scheduling, staff coaching and motivation, as well as the overall operational management of the business unit
  • Team Management
  • Ensuring KPA’s are met
  • Trend analysis
  • Forecasting
  • Client Services
  • Sales and marketing on a small scale by pushing out products and services
  • Reason for leaving: Apply for a banking position.

Senior Ambulance Personnel / Medical Officer

Netcare Ambulance Services
01.1993 - 01.1995
  • Call Centre Advanced life support for the air unit

Paramedic/Aeromedical Services

Support Services
01.1990 - 01.1993

Education

High School Diploma -

UNISA
Durban
01.2002 - 12.2002

Diploma - Contact Centre Managment

Damelin
Johannesburg
01.2001 - 12.2001

Diploma - Customer Services

Alison
Online
01.2020 - 07.2022

Diploma - Implementing Customer Care in Management

Alison
Online
01.2021 - 11.2022

Diploma - Fraud & Anti Money Laundering Awareness

Alison
Online
01.2023 - 01.2024

Certificate - Customer Relationship Management

Great Learning
Online
01.2022 - 04.2022

Certificate - AI in Digital Marketing

Great Learning
11.2023 - 01.2024

Emergency Medical Assisstant

Red Cross College
Durban
01.1990 - 12.1993

Skills

  • Residential Area:
  • Berea, Durban, South Africa Integrity
  • Driver’s License: Code EB (8) & Code A Respect
  • Mode of Transportation: Own Vehicle Accountability
  • Computer Skills: Proficient in
  • Microsoft Office, Outlook & Explorer/Windows
  • Computer programmes: Word, Excel, PowerPoint, Microsoft Outlook – G-Suite
  • Areas of Expertise
  • Call Centre Management-Core
  • Ensure that the call center is always running efficiently and that all steps within the business sequence are conducted
  • Dealing with clients and sorting out problems that arise in a professional manner, as well as educating the client on certain aspects
  • Training, development, coaching and mentoring of staff
  • Call forecasting and scheduling
  • Monitoring and keeping abreast of technological trends within the industry
  • Customer services-Core
  • Determining and developing world class customer services to achieve optimal customer value perception
  • Articulate and polished in communicating with clients: persuasive and convincing!
  • Managing client queries and servicing complaints from various sources including call center, branches, and agencies, third party suppliers and written and electronic correspondence
  • Database management and analysis thereof, including quantitative and qualitative measures of service improvement
  • Professional Achievements:
  • At Netstar: Senior in one of KZN’s highly trained and resolute air and ground tracking response team
  • At Wesbank: Developed my own incentive loyalty program, introduce a dark room concept, personally developed a buddy smoking system to uplift one my KPI’s to improve the service levels in my call rates
  • Nominated customer service champion on several occasions
  • My team received many awards, and I was the only team leader that worked two nights a week overtime to bring down my team’s queueing list of seven members thus achieving many accolades

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Certificate - AI in Digital Marketing

Great Learning
11.2023 - 01.2024

Diploma - Fraud & Anti Money Laundering Awareness

Alison
01.2023 - 01.2024

Certificate - Customer Relationship Management

Great Learning
01.2022 - 04.2022

Diploma - Implementing Customer Care in Management

Alison
01.2021 - 11.2022

Contact Centre Professional / CX & EX Professional

Freelancer
05.2020 - Current

Diploma - Customer Services

Alison
01.2020 - 07.2022

Tracking agent / Aviation / Call Centre Advisor

Altech Nestar
03.2007 - 04.2019

Private Military Contractor - CPO

Freelancer
01.2004 - 01.2006

High School Diploma -

UNISA
01.2002 - 12.2002

Diploma - Contact Centre Managment

Damelin
01.2001 - 12.2001

Call Centre Team Leader

Wesbank Cash Power, Through Kelly Personnel
01.2000 - 02.2003

Call Centre Agent, Call Centre Supervisor

Aegis, Insurance Company
02.1995 - 12.1999

Senior Ambulance Personnel / Medical Officer

Netcare Ambulance Services
01.1993 - 01.1995

Emergency Medical Assisstant

Red Cross College
01.1990 - 12.1993

Paramedic/Aeromedical Services

Support Services
01.1990 - 01.1993
Farhad Bux CX & EX Professional