Summary
Overview
Work History
Education
Skills
Educational Qualifications
It Related Experience
First Names
Commonly Known As
Telephone Home
Sita Location
Telephone Work
Personal Information
Certification
Timeline
Generic

Janet Stewart

Customer Relationship Manager - IT Professional
Centurion

Summary

Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.

Overview

15
15
years of professional experience
2
2
Certifications

Work History

Team Leader (IEC customer contact centre/Presidential Hotline)

SITA
1 2009 - 06.2009
  • Managed team of 10-15 agents
  • Assisted in the refining of the Presidential hotline Call centre.
  • Monitor agents to insure Daily operations take place according to business requirements specified by the client.
  • Managing and monitoring of telephony and ITSM 7 Statistics for monthly reporting
  • Empowering agents with skills and knowledge of their positions
  • Manage team members availability for consistent service delivery
  • Conducting and communicating of monthly performance reviews
  • Compile, monitor and communicate the resource plan and ensure optimal adherence thereof as well as identify leave trends.
  • Coach and mentor team members on Quality of service provided on behalf of the client
  • Compile individual daily performance reports for quality improvement
  • Assign and oversee the daily completion of work load and resolves escalated queries
  • Chair weekly team meetings and provide feedback on operational functional matters to the team

Service Delivery Specialist

SITA
8 2011 - 11.2020
  • Negotiate, Create, and Agree on Service levels
  • Conducted regular reviews of service performance metrics, identifying trends and recommending improvements to enhance efficiency.
  • Collaborated with cross-functional teams to ensure seamless service delivery and prompt issue resolution.
  • Supported creation of detailed, technical financial models to value potential acquisition targets.
  • Monitor and report on monthly Service Delivery Management reports (The Presidential Hotline, DPSA, SAPS and Internal IT)
  • Convene and report on Service level metrics contained in SLA - Monthly Service Delivery meetings (The Presidential Hotline and DPSA)
  • Convene Monthly/Quarterly Service Delivery Meetings (The Presidential Hotline, DPSA, SAPS and Internal IT)
  • Minute taking for new or existing client requirements.
  • Managing of SMC Projects: Budget, Time, Quality and Expenditure
  • Monitoring and Evaluation of all accounting and project aspects pertaining to the SMC:
  • Registering and Financial Management of SMC Projects on ERP (Allocating CAPEX and OPEX Budgets on SMC Projects, Financial reporting on all SMC projects, Reporting on expenditure against budgets, Monthly aligning of budget and Actual Expenditure, Ensuring respective project gets invoiced monthly by project owner.
  • Managed and Calculated All new and existing costing and pricing for New/existing Service Management projects.

Supervisor IEC Customer Contact Centre

SITA
10.2010 - 07.2011
  • Managed Contact Centre of 6 Team leaders and 60 Call Centre agents.
  • Conducting interviews to appoint 150 agents on the IEC project.
  • Providing Support to the customer as GIS and Business Process trainer for IEC.
  • Facilitating the communication among the members of the team and monitoring, organizing, and coaching team on a daily basis
  • Managed agents to provide excellent customer service
  • Monitoring, evaluate and measure teams and individual performance in order to meet the clients’ standard.
  • Escalate issues to the IEC back office and follow up on feedback provided.
  • Supervising the daily operations in order to meet client requirements
  • Provide continuous communication to all stake holders in monthly meetings
  • Organizing the work flow to maximize productivity and efficiency
  • Analyzing of reports and identify trends

CRM Project

SITA
07.2009 - 08.2009
  • Meeting with senior managers of different environments to do Process mapping for the CRM project.
  • Gathering information about the processes within SITA
  • (Procurement/Supply chain)
  • Mapping out processes within SITA

Call Centre Agent

SITA
05.2009 - 06.2009
  • Taking calls from Citizens and interacting with Clients.
  • Logging inquiries on ITSM 7 for statistical Business intelligence of the service provided.
  • Classify and route calls correctly to the different departments.
  • Following up on incidents logged in order to find out if the client was assisted to his/her satisfaction.
  • Compiling Adherence reports.
  • Representing the Business Service centre and SMC at Govtech 2009
  • CRM Process Mapping for the Vuselela Project in the Regions as well as Head office
  • Preparing Excel spreadsheets of hours worked by all IEC agents from October 2008 - May 2009.
  • Assisting on a Gateway and IEC Costing audit.
  • Preparing Excel spreadsheets of hours worked by agents from Labour broker’s and fixed-term contractors from 2005-2009.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Excellent communication skills, both verbal and written.
  • Managed time efficiently in order to complete all tasks within deadlines.

Customer Relationship Manager

SITA
11.2020 - Current
  • Serve as primary point-of-contact for questions or concerns from clients during ongoing projects.
  • Strengthen client relationships by maintaining regular communication and addressing concerns promptly.
  • Develop strong rapport with clients through consistent follow-up and attention to detail.
  • Resolve problems with high-profile customers to maintain relationships and increase return customer base.
  • Review overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
  • Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
  • Maintain statistical database of customers using ITSM for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
  • Establish team priorities, maintained schedules and monitored performance.
  • Exceed annual revenue goals through improving client relationships.
  • Field customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Facilitate strategic meetings with key stakeholders to understand customer needs and develop action plans.
  • Built and maintain strong client relationships to drive business growth.

Education

Bachelor of Arts - Humanities

NW University
Potchefstroom, South Africa
04.2001 -

Skills

Team Supervision

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Educational Qualifications

Matric, Wesvalia High school, 2003, Afrikaans, English, Maths, Geography, Biology, Science, BA Humanities Degree (Human movement science and Psychology), North West University (Potchefstroom), 2004-2008, Statistics, Bahavioural Psychology, Positive Psychology, Sports Management

It Related Experience

Internet of Things 

Data Intelligence  

Cloud Knowledge 

First Names

Janet

Commonly Known As

Janet

Telephone Home

083 586 5161

Sita Location

Centurion

Telephone Work

None

Personal Information

ID Number: 8508190175087

Certification

ITIL V3

Timeline

Customer Relationship Manager

SITA
11.2020 - Current

Supervisor IEC Customer Contact Centre

SITA
10.2010 - 07.2011

CRM Project

SITA
07.2009 - 08.2009

Call Centre Agent

SITA
05.2009 - 06.2009

Bachelor of Arts - Humanities

NW University
04.2001 -

Team Leader (IEC customer contact centre/Presidential Hotline)

SITA
1 2009 - 06.2009

Service Delivery Specialist

SITA
8 2011 - 11.2020

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Janet StewartCustomer Relationship Manager - IT Professional