Jacques Cloete
Customer Services & Contact Centre Manager
Cape Town
Summary
Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement. Motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. Brings 17-year background maintaining customer satisfaction and contributing to company success.
Overview
21
21
years of professional experience
1
1
Language
Work History
Customer Service Manager - Coastal Region
ADT Security (Pty) Ltd
Cape Town
09.2013 - Current
- Complete all necessary paperwork for the successful recruitment of terminated staff or new positions which may become available, People management, including all HR related issues as well as staff development, Identify training and development needs among staff and coach accordingly, Work closely with the staff members to identify and solve queries, Drive QA process within environment as a key performance standard and tool to aid in the development of staff, Ensure EHS standards are adhered to, Drive zero harm into areas of responsibility, Actively manage day to day service delivery ensuring that both internal and external customers are satisfied, Drive targets as set, including: attrition (by region), complaint resolution cycle times, first call resolution, contact centre answer rates, abandonment rates, staffing levels and other metrics that may be agreed on from time to time, Set and manage customer retention strategies, Implement processes and systems to manage and drive down complaints / queries and terminations across all business functions and units, Action any specific items related to second level Accounts Services, Assist other functions within the contact centre to meet and or exceed SLA objectives, Hold Regional Management teams accountable for delivery on SLA terms, Proactively establish and maintain effective working team relationships with all support departments, Actively pursue continuous improvement within contact centre that will aid in delivering efficiencies to the business, Ensure that both Contact Centres function exactly the same - a change in one location is a change in the other location, Support and drive any continuous improvement initiatives within the Contact Centre environment, Ensure relevant contact centre systems perform effectively to deliver on SLA objectives, Actively partake in budgeting and forecasting processes, Ensure budgets are achieved and costs are maintained
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Championed technology adoption among team members, integrating tools that aided in delivering faster results for customers without sacrificing quality.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Spearheaded initiatives aimed at reducing average call wait times, significantly improving overall client experience metrics.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Proved successful working within tight deadlines and a fast-paced environment.
- Gained extensive knowledge in data entry, analysis and reporting.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Contact Centre Supervisor - Coastal Region
ADT Security (Pty) Ltd
Cape Town
09.2011 - 01.2013
- Ensure that team members are delivering solutions to client issues and concerns via all contact channels and all media according to quality standards, Ensure that team members are logged in to ADT systems on time and for full shift duration, Ensure team members adherence to schedule and availability to serve, Ensure that team members note details of all customer interactions on applicable systems, Provide activity reporting to all relevant ADT departments in order to improve quality of service, Manage workloads and queues, Ensure efficiency of service, Ensure all escalation processes are followed according to agreed procedures and on applicable systems, Take ownership of escalated queries, ensuring resolution and follow up with customers, Provide activity reporting to all relevant ADT departments in order to improve quality of service, Ensure staff members stay abreast of all changes and additions to knowledge base, Act according to performance management process
Customer Services Consultant
ADT Security
Cape Town
09.2006 - 01.2011
- Processing of client contract cancellations, Addressing client service related complaints, Addressing contract related queries, Client retention, Due Diligence, Reinstatement calls to bad debt customers, Complaints tracking
General Office Administrator
K G Druker & Associates
Cape Town
01.2003 - 09.2006
- Filing, E-Mailing, Photocopying, Legal Document searches on line, Data processing on Legal Suite, Typing up of general correspondence and letters
Education
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Bachelor Of Arts - Organisational Psychology
UNISA
Cape Town, South Africa Skills
Handling Escalations
Account Management
Workflow Management
Call Monitoring
Project Management
Talent Development
Technical Support
Service Delivery Optimization
One Call Resolution
Call Center Operations
Effective workflow management
Product Knowledge
Sales expertise
Customer Service
Social Media Monitoring
Process improvement specialist
Customer Relationship Management (CRM)
Customer Retention
Conflict Management
Budgeting and finance
CRM Software
Microsoft Outlook, Word, and Excel
Exceptional telephone etiquette
Policy Enforcement
Budgeting and reporting
Exceptional interpersonal communication
Performance Evaluations
Meticulous attention to detail
Call Center Management
Telephone No
084 520 5940
School Attended
FAIRBAIRN COLLEGE
Personal Information
- Gender: MALE
- Nationality: SOUTH AFRICAN
- ID number: 8409135028087
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Service Manager - Coastal Region
ADT Security (Pty) Ltd
09.2013 - Current
Contact Centre Supervisor - Coastal Region
ADT Security (Pty) Ltd
09.2011 - 01.2013
Customer Services Consultant
ADT Security
09.2006 - 01.2011
General Office Administrator
K G Druker & Associates
01.2003 - 09.2006
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Bachelor Of Arts - Organisational Psychology
UNISA