Florence Nkhensane Mabasa
Call Centre Manager
Tshwane ,GP
Summary
Experienced call centre manager with over 16 years of experience in call centres. Excellent reputation for resolving problems and improving customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work History
MSA executive lead/ Sales Contact Centre Manager
IIE MSA, Monash
Roodepoort , Gauteng
08.2015 - 12.2019
- Handled 5000 calls per day inbound and outbound to address customer inquiries and concerns.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Participated in team-building activities to enhance working relationships.
- Developed and maintained courteous and effective working relationships with head of programmes and external clients
- Onboarded new students by entering into Salesforce and setting up in time clock.
- Managed team of 35 employees, overseeing hiring, training, and professional growth of employees.
- Improved operations through consistent hard work and dedication.
- Increased customer satisfaction by resolving customer complaints and also by retaining students.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Oversaw daily operations to ensure high levels of productivity.
- Resolved problems, improved operations and provided exceptional service.
- Used Microsoft Word and other software tools to create documents and other communications.
- Actively listened to customers, handled concerns quickly and escalated major issues to head of programmes.
Call Centre Manager
Nedbank Contact Centre /Personal Loans
Newtown, Gauteng
06.2014 - 07.2015
- Oversaw daily operations to ensure high levels of productivity.
- Managed team of 140 employees, overseeing hiring, training, and professional growth of employees.
- Meet team efficiency targets as per KPA requirements for the department
- Manage, track and improve team's absenteeism in line with required targets and company processes, ensuring that consistency is applied
- Manage staff attrition levels and promote staff engagement by ensuring adequate measures are in place to improve the culture in the department
- Onboarded new temps by entering into Workforce and setting up in time clock.
- Monitor calls and provide relevant feedback for improvement
- Attend to all escalated matters from agents and/or customers to ensure customer satisfaction is maintained
- Provide daily, weekly and monthly reports in line with departmental requirements
- Prepare monthly & quarterly presentations for the management team and provide and share operational feedback and reporting
- Used Microsoft Word and other software tools to create documents and other communications.
- Developed team communications and information for meetings.
- Conduct regular performance reviews in line with department and company policies and procedures
- Carried out day-day-day duties accurately and efficiently.
- Foster an environment that encourages and rewards innovation and challenges current methodologies, with a view to improve operational efficiencies across the business
Call Centre Manager/ Acting Team Leader
Total Facility Management Company
Centurion , Gauteng
01.2006 - 06.2007
- Implement or workshop any business changes with staff
- Ensure the implementation of the training plan for continuous improvement, maintain a transfer of skills and knowledge
- Implementation of a customer services strategy to ensure a speedy resolution to problems and that the feedback is given to customers always
- Reporting any systems changes with IT as and when necessary
- Ensure self-development in the related fields
- Managed team of 60 employees, overseeing hiring, training, and professional growth of employees.
- Oversaw daily operations to ensure high levels of productivity.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Worked flexible hours; night, weekend, and holiday shifts.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Identified issues, analyzed information and provided solutions to problems.
- Delivered service level agreement to customer locations within specific timeframes.
- Participated in team-building activities to enhance working relationships.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Exceeded goals through effective task prioritization and great work ethic.
Credit Assessor
Mobile Telephone Network
Sandton, Gauteng
08.2005 - 12.2005
- Maintained excellent attendance record, consistently arriving to work on time.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Developed and maintained courteous and effective working relationships.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Worked with merchant customers to understand needs and provide excellent service.
- Used coordination and planning skills to achieve results according to schedule.
- Maintained energy and enthusiasm in fast-paced environment.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Call Centre Agent
Total Facility Management Company
Pretoria , Gauteng
06.2000 - 08.2005
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Exceeded goals through effective task prioritization and great work ethic.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Developed team communications and information for meetings.
- Used coordination and planning skills to achieve results according to schedule.
- Used Microsoft Word and other software tools to create documents and other communications.
Sales Consultant
Fincom Financial Brokers
Pretoria, Gauteng
06.1999 - 05.2000
- Oversaw daily outbound calls to identify services that address primary needs.
- Maintained sense of urgency in answering customer questions and requests through email or voice message.
- Responded to telephone and in-person requests for information.
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
- Maintained sense of urgency in answering customer questions and requests through email or voice messaging.
- Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement.
- Followed up with existing customers to provide additional support and address concerns.
Switchboard Operator
Royal House Finance
Pretoria , Gauteng
01.1998 - 01.1999
- Connected callers with appropriate professional, department or business.
- Performed clerical work such as sorting mail, restocking supplies and typing documents.
- Created and maintained company phone directory with current extensions and staff information.
- Coordinated general corporate messaging and voicemail for organization with 7 employees.
- Trained and mentored new PBX operations employees.
- Operated switchboard and routed incoming calls to appropriate departments.
- Maintained up-to-date knowledge of emergency call procedures.
Education
High School Diploma -
Soshanguve High
Soshanguve 01.1997 - 12.1997
Diploma in Call Centre Operations - Call Centre
Damelin Business College
Arcadia 02.2004 - 10.2004
Certificate - Project Management
Damelin Business College
Arcadia 02.2007 - 07.2007
Certificate Middle Management Programme - Business Management
Gordon Institute of Business
Rosebank 03.2009 - 11.2009
BBA - Accounting And Business Management
University of South Africa
Pretoria 07.2004 - 11.2004
Skills
Sales and contact reports
Excellent telephonic etiquette
Understanding of sales retention
Leadership and team building
Planning leadership
Excellent customer service orientation
Advanced computer literacy skills
Sales Coaching and Mentoring
Judgment/Problem-solving skills
Excellent Numerical and Verbal reasoning
Able to meet deadlines
Timeline
MSA executive lead/ Sales Contact Centre Manager
IIE MSA, Monash
08.2015 - 12.2019
Call Centre Manager
Nedbank Contact Centre /Personal Loans
06.2014 - 07.2015
Certificate Middle Management Programme - Business Management
Gordon Institute of Business
03.2009 - 11.2009
Certificate - Project Management
Damelin Business College
02.2007 - 07.2007
Call Centre Manager/ Acting Team Leader
Total Facility Management Company
01.2006 - 06.2007
Credit Assessor
Mobile Telephone Network
08.2005 - 12.2005
BBA - Accounting And Business Management
University of South Africa
07.2004 - 11.2004
Diploma in Call Centre Operations - Call Centre
Damelin Business College
02.2004 - 10.2004
Call Centre Agent
Total Facility Management Company
06.2000 - 08.2005
Sales Consultant
Fincom Financial Brokers
06.1999 - 05.2000
Switchboard Operator
Royal House Finance
01.1998 - 01.1999
High School Diploma -
Soshanguve High
01.1997 - 12.1997