Jennifer Letho

• Heading operations for 5 Specialist call centers and second line support in Consumer Business Unit: Trade partner support ,Platinum and Onyx customer care, Fraud disputes,Staff line (family and friends call centre),advanced repair call centre and second line support and Content delivery and knowledge management teams .
• Manage day to day operations with support of 53 FTE 3 supervisors and 2 specialists .
• Developed and implemented strategies to maximize customer satisfaction.
• Developed systems and procedures to improve operational quality and team efficiency.
• Responsible for recruiting, hiring and training of team members.
• Provide full support function with regards to HR demand and recruitment monitor and implement improvements, drive customer experience, reduce customer complaints
• Support trade, call centers,EBU,Key account managers, partner managers, credit and risk,
• To handle escalated service complaints and queries

Trade Partner Support Call Centre Management Role Duties and Outputs:

• Build relationships with trade partners to ensure seamless processes are built and adhered to
• Have stakeholder engagements with county managers, field service consultants and regions
• To assist in store gaps or any service impacting issues that are directly linked to trade partner.
• Oversee Retentions back office supporting Trade partner for second line support escalations
• To monitor performance of Merchant Bp running front line against acquisition targets identifying areas for improvement and provide recommendations

Fraud Disputes:

• Build and Re-Engineer new fraud Dispute Team
• Ensure smooth customer journeys and quick turnaround times.
• Work closely with related stakeholders (internal & external) to develop automated process to ensure proactive fraud & risk management as required by Vodafone and Group Risk.
• Implementation of fraud & risk management & transaction monitoring system.
• Ensure all risk policies are implemented as per Risk & Compliance requirement.
• Monitor and act proactively on risk & fraud alerts, case management & review risk & fraud parameters periodically.
  Implementation of Fraud Prevention & monitoring process & solutions.
  Proactively ensure fraud detection, prevention and initial investigation.
• Ensure proactive SLA management with internal & external stakeholders.

Premium and Onyx Customer Care:

• Lead a team of highly skilled Premium contact center consultants in supporting our hand-picked group of customers selected to enjoy superior benefits.
• Manage customer base of customer on loyalty base.
• Establish and maintain relationships with vendors, sales partners to ensure stock availability for new phone launches is available for pre orders and new activations.
• Monitor queues and service requests to verify calls on hold meet less than 2-minute standard.

Staff Customer Care:

• Manage 24 hrs. customer support line for staff and their family and friends.
• Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
• Support Staff Cellular support team after hours to manage queries logged.
• Manage ENPS (employee Net Promoter Score)

• Rotation Project to Re-Engineer Vodacom repairs call centre aligned with Vodacom's Strategies .
• Head a team of 20 back office and call center consultants split between Vodacom World and ARC Superhub.
• Cross-trained existing employees to maximize team agility and performance.
• Create, perform and deliver reports / analysis and make recommendations for improvement – Operational Excellence
• Drives operational performance to improve customer satisfaction through effective forecasting, staff planning and workforce optimization
• Focus on all key metrics in call center environment
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Streamlined Repair processes to minimize day-to-day downtime and increase overall productivity.
• Generated reports for customer service issues and repair records.

• Company Owned Store) With Tech Zone And Business In Retail, Sales & Operations
• Managed a of -+ 60 staff with 2 supervisors ,ambassadors and Specialists
• Sales control: generating and processing of sales – as per in-store service offerings
• Managed relationships with OEM's ,cluster specialists, account managers ,Business partners .
• Create Sale and promotions opportunities to grow base and retain customers .
• Drive incentives for sales.
• Plan New Device Launches activations with OEM's.
• Managed store customer base
• Collaborated with Sales to manage Priority clients and accounts.
• Monitor and manage net promoter score results as basis for measuring customer experiences and Vodacom's brand differentiation from competitors and action customer feedback accordingly.
• Manage all escalated queries and provide timeous feedback and resolution to customers
• Store flows – manage experience through tools such as Techzone; live devices; express retail; queuing system and roles (greeters) to create intended/desired brand experience environment for customers.
• Resourcing: manage and plan working schedules for area
• People management and support.
• Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
• Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
• Completed routine store inventories.
• Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
• Optimized store displays and appearance via strategic merchandising.
• Reconciled daily sales transactions to balance and log day-to-day revenue.

• Headed Operations for Vodacom World's customer walk-in center with 4 service points (Customer Care, Technical support, Repairs and Cash office )
• Managed +- 50 Staff with support of 4 supervisors.
• Managed Business partner relationship with CFS,Ghekko for contractor staff.
• Developed and maintained relationships with customers and suppliers through account development.
• Maximized performance by monitoring daily activities and mentoring team members.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Accomplished multiple tasks within established timeframes.
• Cross-trained existing employees to maximize team agility and performance.
• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Met with customers to discuss service needs and offer available solutions.
• Coordinated with other departments to maintain streamlined and productive workflow.
• Developed customer loyalty programs to increase customer satisfaction.
• Analyzed service reports to identify areas of improvement.
• Developed department processes and procedures to boost customer satisfaction.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

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• Maintenance & implementation of policies, procedures and regulations
• Manage and implement operational projects.
• To provide measures to enable customer satisfaction
• To ensure that all support to walk-in customer care is maintained
• Monitor and implement improvements, drive customer experience, reduce customer complaints!
• And increase Touch Point Net Promoter Score.
• Support Trade, Call Centers EBU,Key Account Managers,Partner Managers

• Managed a team of 15 Senior Consultants in a second-line escalation support for Vodacom Call centres
• Managed Service Requests complaints from Social media ,Icasa,Helopeter,Network and Billing complaints .
• Identified and reported trends in customer complaints to improve products and prevent future complaints.
• Collaborated with other departments to meet customer needs and gained feedback to incorporate into sales strategy.
• Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
• Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
• Evaluated employee performance and coached and trained to improve weak areas.
• Solicited customer feedback to identify and improve on areas of weakness.

• Supervised a team with 4 Teamleaders and +_60 Staff (perm and Contractors).
• Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
• Managed CHURN through saves strategies
• To liaise with customers, warehouse staff and courier companies.
• Managed time sheets and invoices for contractors
• Managed department call volume of calls per day and coordinated department schedules to maximize coverage during peak hours.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Developed new employees and on-going performance assessment of current employees.
• Manage end to end people needs of customer contact center operations
• Manage & monitor daily and monthly performance indicators
• Escalated queries) to contact center teams and other internal clients
• Assist to implement and monitor operational projects
• Ensure high level of customer service is achieved by the departments
• Ensure that all service level agreements are met

• Mail Shot Creation and Distribution.Arrange and Co-Ordinate Departmental Events.
• Co-Ordinate Publications.
• Manage The Internal Communication BudgetPrepare Internal Communication Project PlansPrepare Communication Plan For Customer Care The Internal Communication .
• Organize Breakfasts/ Lunches For Special Days (Best Performers And Birthdays)
• Manage Internal Communication Regarding All Products And Services Manage Internal Communication.
• Prepared or edited organizational publications such as employee newsletters or stockholder reports for internal or external audiences.
• Created weekly and monthly newsletters
• Organised team building ,training and engagements sessions
• Supported the Vodacom Internal team with communication cascading to call centres
• Created customized marketing materials to increase product awareness.
• Assisted Learning and Development with awareness and training for new products and services .

• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Built strong relationships with customers through positive attitude and attentive response.
• Responded to customer needs through competent customer service and prompt problem-solving.

• Assisted call-in customers with questions and orders
• Responded to customer needs through competent customer service and prompt problem-solving
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction
• Communicated with clients regarding account services, statements, and balances